Office Complaints Procedure DUDOK Bouw- en Vastgoedrecht

Article 1 Definitions

In this office complaints procedure, the following terms shall have the following meanings:

  • Complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or persons working under their responsibility regarding the conclusion and execution of a contract for services, the quality of the service provision, or the amount of the invoice, not being a complaint as referred to in Section 4 of the Lawyers Act;
  • Complainant: the client or their representative who lodges a complaint;
  • Complaints Officer: the lawyer responsible for handling the complaint.

Article 2 Scope

  1. This office complaints procedure applies to every contract for services between DUDOK Bouw- en Vastgoedrecht and the client.
  2. Every lawyer at DUDOK Bouw- en Vastgoedrecht ensures that complaints are handled in accordance with the office complaints procedure.

Article 3 Objectives

The objectives of this office complaints procedure are:

  1. to establish a procedure for handling client complaints in a constructive manner within a reasonable period of time;
    1. to establish a procedure for determining the causes of client complaints;
    2. to maintain and improve existing relationships through effective complaint handling;
    3. to train staff in responding to complaints in a client-oriented manner;
    4. to improve the quality of service provision through complaint handling and complaint analysis.

Article 4 Information at Commencement of Service Provision

  1. This office complaints procedure has been made publicly available. Before entering into a contract for services, the lawyer at DUDOK Bouw- en Vastgoedrecht informs the client that the office operates an office complaints procedure and that it applies to the service provision.
  2. DUDOK Bouw- en Vastgoedrecht has specified in the engagement confirmation and in its general terms and conditions with which independent party or institution a complaint that has not been resolved after handling can be submitted for obtaining a binding decision, and has communicated this in the engagement confirmation.
  3. Complaints as referred to in Article 1 of this office complaints procedure that have not been resolved after handling will be submitted to the Amsterdam District Court.

Article 5 Internal Complaints Procedure

  1. If a client approaches the office with a complaint, the complaint is forwarded to Mr. J.P.A.M. van Balen at DUDOK Bouw- en Vastgoedrecht, who acts as the Complaints Officer.
  2. The Complaints Officer informs the person about whom the complaint has been made of the complaint and gives the complainant and the person about whom the complaint has been made the opportunity to provide an explanation of the complaint.
  3. The person about whom the complaint has been made endeavors to reach a solution together with the client, either with or without the involvement of the Complaints Officer.
  4. The Complaints Officer handles the complaint within four weeks of its receipt or informs the complainant, stating the reasons, of any deviation from this period and specifies the period within which a decision on the complaint will be given.
  5. The Complaints Officer informs the complainant and the person about whom the complaint has been made of the decision on the validity of the complaint in writing, either accompanied by recommendations or not.
  6. If the complaint has been handled satisfactorily, the complainant, the Complaints Officer, and the person about whom the complaint has been made sign the decision on the validity of the complaint.

Article 6 Confidentiality and Cost-Free Complaint Handling

  1. The Complaints Officer and the person about whom the complaint has been made observe confidentiality during the complaint handling.
  2. The complainant is not obliged to pay compensation for the costs of handling the complaint.

Article 7 Responsibilities

  1. The Complaints Officer at DUDOK Bouw- en Vastgoedrecht is responsible for handling the complaint in a timely manner.
  2. The person about whom the complaint has been made keeps the Complaints Officer at DUDOK Bouw- en Vastgoedrecht informed of any contact and a possible solution.
  3. The Complaints Officer at DUDOK Bouw- en Vastgoedrecht keeps the complainant informed of the handling of the complaint.
  4. The Complaints Officer at DUDOK Bouw- en Vastgoedrecht maintains the complaint file.

Article 8 Complaint Registration

  1. The Complaints Officer at DUDOK Bouw- en Vastgoedrecht registers the complaint, including the complaint subject.
  2. A complaint at DUDOK Bouw- en Vastgoedrecht can be classified into multiple subjects.
  3. The Complaints Officer at DUDOK Bouw- en Vastgoedrecht periodically reports on the handling of complaints and makes recommendations to prevent new complaints and improve procedures.
  4. At least once a year, the reports and recommendations at DUDOK Bouw- en Vastgoedrecht are discussed and submitted for decision-making.