COMPLAINT POLICY
Article 1 – Definitions
In this complaint policy 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 individuals working under his responsibility regarding the conclusion and execution of a contract for services, the quality of services or the amount of the fee, not being a complaint as referred to in Section 4 of the Dutch Lawyers Act (’Advocatenwet’);
- complaint officer: the lawyer charged with the handling of the complaint.
Article 2 – Scope
2.1. This complaint procedure applies to any contract of engagement between Gotthard Mason, executed by one or more lawyers, and the client.
2.2. Each lawyer of Gotthard Mason shall ensure the handling of a complaint in accordance with this complaint policy.
Article 3 – Purpose
The purpose of this complaint policy is to: (a) establish a procedure to deal with client complaints in a constructive manner within a reasonable period of time; (b) establish a procedure to determine the causes of client complaints; (c) maintain and improve existing relationships through proper complaint handling; (d) train employees in client-centered response to complaints; and (e) improve the quality of service through complaint handling and complaint analysis.
Article 4 – Information at commencement of service
4.1. This complaint policy is published at www.gotthardmason.com. Before entering into an agreement for services, the lawyer will inform the client that the firm has a complaint policy and that it applies to the services provided.
4.2. Complaints as referred to in article 1 of this complaint policy that are not resolved after treatment will be submitted to the District Court of Amsterdam, The Netherlands.
Article 5 – Internal complaint policy
5.1. If a client approaches Gotthard Mason with a complaint, the complaint will be directed to Mr. A.J. Fioole, who thereby acts as Complaint Officer.
5.2. The Complaint Officer will notify the lawyer about whom the complaint has been made and give the client and the lawyer about whom the complaint has been made the opportunity to provide an explanation.
5.3. The lawyer about whom a complaint has been made will try to reach a solution together with the client, whether or not through the intervention of the Complaint Officer.
5.4. The Complaint Officer will assess the complaint within four weeks after receipt of the complaint, or will notify the client of any deviation from this time limit, stating the time limit within which a decision on the complaint will be made.
5.5. The Complaint Officer will inform the client and the lawyer about whom the complaint was made, in writing, of the judgment on the merits of the complaint, whether or not accompanied by recommendations.
5.6. If the complaint is settled satisfactorily, the client, the Complaint Officer and the lawyer complained about will sign the judgment in the written report mentioned in Article 5.5.
Article 6 – Confidentiality and free complaint handling
6.1. The Complaint Officer and the lawyer about whom a complaint has been made shall observe confidentiality in handling the complaint.
6.2. The client shall not be liable for any compensation for the costs of handling the complaint.
Article 7 – Responsibilities
7.1. The Complaint Officer is responsible for the timely resolution of the complaint.
7.2. The lawyer about whom a complaint has been made will keep the Complaint Officer informed about any agreement with the client and about a possible resolution.
7.3. The Complaint Officer shall keep the client informed of the resolution of the complaint.
7.4. The Complaint Officer shall maintain the complaint file.
Article 8 – Complaint registration
8.1. The Complaint Officer shall register the complaint along with the complaint subject.
8.2. A complaint may be divided into several topics.
8.3. The Complaint Officer shall report periodically on the handling of complaints and make recommendations for the prevention of new complaints, as well as for the improvement of procedures.
8.4. At least once a year, the reports and recommendations shall be discussed and submitted for decision within Gotthard Mason.