Are you not satisfied with the handling of your case? In case you cannot work it out with your lawyer, Wille Donker lawyers has a complaints procedure.

Article 1 Definitions
In these office complaint regulations 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 the persons working under his responsibility regarding the conclusion and execution of a contract for professional services, the quality of the services provided or the amount of the fee, not being a complaint as referred to in section 4 of the Lawyers Act;
– complainant: the client or the client’s representative who makes a complaint known;
– complaint officer: the lawyer charged with handling the complaint.

Article 2 Scope of Application
1. This office complaint procedure shall apply to every contract for services between Wille Donker advocaten and the client.
2. Every lawyer of Wille Donker advocaten shall ensure that complaints are handled in accordance with these office complaint regulations.

Article 3 Objectives
The objectives of this office complaints procedure are:
a. to establish a procedure to deal with client complaints in a constructive manner within a reasonable period of time;
b. to establish a procedure to determine the causes of client complaints;
c. to maintain and improve existing relationships through proper complaint handling;
d. to train employees in client-focused response to complaints;
e. to improve the quality of service through complaint handling and complaint analysis.

Article 4 Internal Complaint Procedure
1. If a client approaches the firm with a complaint, the complaint will be directed to the Complaints Officer.
2. The complaints officer informs the person complained about of the filing of the complaint and gives the complainant and the person complained about the opportunity to explain the complaint.
3. The person complained about tries to find a solution with the client, with or without the intervention of the complaints officer.
4. The complaints officer handles the complaint within one month after receipt of the complaint or, stating reasons, informs the complainant about deviation from this period, stating the period within which a judgment will be given on the complaint.
5. The complaints officer informs the complainant and the person complained about in writing of the judgment on the validity of the complaint, possibly accompanied by recommendations.
6. The complainant is not required to pay for the cost of handling the complaint.

Article 5 Confidentiality
The complaints officer and the person about whom a complaint has been made shall observe confidentiality during the complaint handling process.

Article 6 Responsibilities
1. The Complaints Officer is responsible for the timely resolution of the complaint.
2. The person complained about shall keep the Complaints Officer informed about any contact with the complainant as a result of the complainant’s complaint and a possible resolution.
3. The complaint officer keeps the complainant informed about the resolution of the complaint.
4. The complaint officer maintains the complaint file.

Article 7 Complaint Registration
1. The Complaints Officer registers the complaint, including the subject of the complaint.
2. The Complaints Officer periodically reports to the office management on the handling of complaints and makes recommendations for the prevention of new complaints, as well as for the improvement of procedures.
3. At least once a year, the reports and recommendations shall be discussed by the office management.

Article 8 Complaints Officer
The complaints officer of Wille Donker Lawyers is Mr. S.H. van Santen(santen@willedonker.nl). If the complaint relates to Mr. S.H. van Santen, will Mr. C.J.R. van Binsbergen (binsbergen@willedonker.nl) act as complaint officer.