Office Complaints Procedure

Article 1 definitions

In this office complaints procedure, the following definitions apply:

• complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or the persons working under their responsibility regarding the formation and execution of an engagement agreement, the quality of the services, or the amount of the invoice, not being a complaint as referred to in section 4 of the Counsel Act (Advocatenwet);
• complainant: the client or their representative who makes a complaint known;
• complaints officer: the lawyer charged with handling the complaint;

Article 2 scope of application

1. This office complaints procedure applies to every engagement agreement between Lamsma Veldstra & Lobé Advocaten and the client.
2. Every lawyer of Lamsma Veldstra & Lobé Advocaten ensures complaint handling in accordance with the office complaints procedure.
   
   
   

Article 3 objectives

The objectives of this office complaints procedure are:

1. establishing a procedure to handle client complaints in a constructive manner within a reasonable period;
2. establishing a procedure to determine the causes of client complaints;
3. maintaining and improving existing relationships through effective complaint handling;
4. training employees to respond to complaints in a client-oriented manner;
5. improving the quality of service through complaint handling and complaint analysis.
   
   
   

Article 4 Information at the start of service provision

1. This office complaints procedure has been made public. Before entering into the engagement agreement, the lawyer shall point out to the client that the firm uses an office complaints procedure and that it applies to the services.
2. Lamsma Veldstra & Lobé Advocaten has specified in the general terms and conditions which independent party or body a complaint that remains unresolved after handling can be submitted to for a binding decision, and has made this known in the order confirmation.
3. Complaints as referred to in Article 1 of this office complaints procedure that remain unresolved after handling shall be submitted to the Central Netherlands District Court, Utrecht location.
   
   

Article 5 internal complaints procedure

1. If a client approaches the firm with a complaint, the complaint will be referred to the complaints officer.
2. The complaints officer shall notify the person about whom the complaint has been made of the filing of the complaint and shall give 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 shall attempt to reach a solution together with the client, whether or not after intervention by the complaints officer.
4. The complaints officer shall handle the complaint within four weeks of receipt of the complaint or shall notify the complainant, stating reasons, of any deviation from this period, specifying the period within which an opinion on the complaint will be given.
5. The complaints officer shall inform the complainant and the person about whom the complaint has been made in writing of the opinion on the merits of the complaint, whether or not accompanied by recommendations.
6. If the complaint has been handled satisfactorily, the complainant, the complaints officer, and the person about whom the complaint has been made shall sign the opinion on the merits of the complaint.
   
   
   

Article 6 confidentiality and free complaint handling

1. The complaints officer and the person about whom the complaint has been made shall observe confidentiality during the complaint handling.
2. The complainant shall not owe any compensation for the costs of handling the complaint.
   
   
   

Article 7 responsibilities

1. The complaints officer is responsible for the timely handling of the complaint.
2. The person about whom the complaint has been made shall keep the complaints officer informed of any contact and a possible solution.
3. The complaints officer shall keep the complainant informed about the handling of the complaint.
4. The complaints officer maintains the complaint file.
   
   
   

Article 8 complaint registration

1. The complaints officer registers the complaint along with the subject of the complaint.
2. A complaint can be classified into multiple subjects.
   
   
   

This procedure is part of the general terms and conditions of Lamsma Veldstra & Lobé Advocaten of August 1, 2026