Labee Advocatuur Office Complaints Procedure

1. Objectives

This complaints procedure has been drawn up in Dutch and translated into English. In the event of any discrepancy, the Dutch version prevails.

Labee Advocatuur strives to provide high-quality services. In the unlikely event that you are dissatisfied with the services provided, Labee Advocatuur will make every effort to resolve the issue as best as possible through this firm’s complaints procedure.

The purpose of this regulation is:

• Establishing a procedure for handling client complaints within a reasonable timeframe and in a constructive manner;
• Identifying the causes of complaints;
• Maintaining and improving client relationships through careful handling of complaints;
• Improving the quality of service.

2. Definitions

Lawyer:

mr. Bas Labee, doing business as Labee Advocatuur;

Client:

the client of Labee Advocatuur;

Office Complaints Policy:

the present regulation, which sets forth the procedure for handling complaints, in accordance with the Regulation on the Legal Profession;

Complaint:

any written expression of dissatisfaction by or on behalf of the client regarding:

• the lawyer's approach or manner of dealing with the client;
• the legal aspects of the services provided;
• the financial aspects of the services provided;

Complainant:

the client or the client's representative who files a complaint;

Complaints Officer:

In accordance with Article 6.28 of the Voda, complaints regarding my professional practice are handled by an external lawyer. The complaints officer is mr. H.G.M. Wagemaker, of Wagemaker Advocatuur, located in Alkmaar.

3. Scope of Application

This office complaints procedure applies to every engagement agreement between Labee Advocatuur and the client.

This policy is part of Labee Advocatuur’s general terms and conditions and is disclosed to the client prior to the provision of services.

4. Filing a Complaint

The client must submit a complaint in writing (preferably by email) via b.labee@labeeadvocatuur.nl and h.wagemaker@wagemakeradvocatuur.nl, providing at least the following information:

• name and address information;
• the lawyer's name;
• a description of the complaint;
• the case number (if known);
• a statement indicating that the complaint is being filed through the firm's complaint procedure.

If the complaint is incomplete, the client will be given the opportunity to provide additional information. If the client fails to do so, the complaint cannot be processed.

Upon receipt of a complete complaint, the client will receive a confirmation of receipt.

5. Handling the Complaint

• The complaint will be handled by the complaints officer;
• The complainant will be given the opportunity to explain the complaint;
• The complaints officer reviews the complaint and issues a reasoned decision, which may include recommendations;
• The complaints officer aims to resolve the complaint within four weeks;
• If this deadline cannot be met, the client will be notified of this and provided with a new deadline;
• If the complaint is resolved satisfactorily, this will be documented in writing;
• Confidentiality is maintained throughout the handling of the complaint;
• There is no charge for handling the complaint;
• Filing a complaint does not suspend the client's obligation to pay.

If the complaint has not been resolved satisfactorily after it has been addressed, it may be brought before the competent court.

Office Information

Labee Advocatuur

Chamber of Commerce: 42025150

Address: De Velduil 177, 3815 XT Amersfoort

Email: b.labee@labeeadvocatuur.nl