Complaints procedure

Version 13 March 2024

Article 1: Definitions

In this complaints procedure, the following definitions apply:

  • Law&Pepper Advocaten: this is the trade name of Law&Pepper Advocaten B.V. (Ch. of Comm.: 17215745) and Law&Pepper Arbeidsrecht en Bouwrecht B.V. (Ch. of Comm.: 92416993). These law firms work together. They practise law individually and for their own account.
  • complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or the persons working under their responsibility about the formation and execution of a letter of engagement, the quality of the services or the amount of the invoice, not being a complaint within the meaning of subsection 4 of the Dutch Counsel Act.
  • complaints procedure: this complaints procedure. This procedure is used by Law&Pepper Advocaten B.V. and Law&Pepper Arbeidsrecht en Bouwrecht B.V.
  • complainant: the client or their representative who expresses a complaint to Law&Pepper Advocaten.
  • complaints officer: the lawyer in charge of handling the complaint.

Article 2: Scope of application

  1. The complaints procedure applies to any letter of engagement between Law&Pepper Advocaten and the client.
  2. Any lawyer of Law&Pepper Advocaten handles complaints in accordance with the complaints procedure.

Article 3: Objectives

The purpose of the complaints procedure is to:

  1. establish a procedure for constructively handling complaints submitted by clients within a reasonable period of time;
  2. establish a procedure for determining the reasons for complaints submitted by clients;
  3. maintain and improve existing relationships by means of the proper handling of complaints;
  4. train employees in adopting a client-focused approach when responding to complaints;
  5. improve the quality of services by means of complaints handling and complaints analysis.

Article 4: Information upon the commencement of the services

  1. The complaints procedure has been published onhttps://www.lawandpepper.com/en/about-law-and-pepper/complaints-procedure/. Before concluding the letter of engagement, the lawyer informs the client that the firm has a complaints procedure in place, which applies to the services provided.
  2. Has your complaint not been resolved after it has been handled and do you wish to obtain a binding decision from an independent party or body? In our general terms and conditions you can read to which body you may submit your complaint.
  3. Complaints within the meaning of Article 1 of the complaints procedure that have not been resolved after handling are submitted to the Court of Oost-Brabant.

 

Article 5: Internal complaints procedure

  1. If a client contacts us with a complaint, the complaint is passed on to the complaints officer.
  • Complaints officer for Law&Pepper Arbeidsrecht en Bouwrecht B.V.: I.C.K. Mol, LLM.
  • Complaints officer for Law&Pepper Advocaten B.V.: J. van Vlokhoven, LLM.
  1. The complaints officer informs the person whom the complaint concerns about the complaint. The complainant is given the opportunity to explain their complaint.
  2. The person whom the complaint concerns tries to reach a solution together with the complainant. The complaints officer may play a role in this respect.
  3. The complaints officer reviews the complaint within four weeks of receipt of the complaint. If this period is deviated from, the complaints officer informs the client about this, stating the reasons for this deviation and within which new period the complaint will be reviewed.
  4. The complaints officer informs the complainant and the person whom the complaint concerns by means of a letter whether the complaint is considered to be well-founded and may make recommendations in that respect.
  5. If the complaint has been handled satisfactorily, the complainant, the person whom the complaint concerns and the complaints officer will sign this letter about the merits of the complaint.

Article 6: Confidentiality and complaint handling at no cost

  1. The complaints officer and the person whom the complaint concerns maintain confidentiality when handling the complaint.
  2. The complainant does not owe a fee for the costs of handling the complaint.

Article 7: Responsibilities

  1. The complaints officer is responsible for handling the complaint within the specified time.
  2. The person whom the complaint concerns keeps the complaints officer informed of their contact with the complainant and about a possible solution.
  3. The complaints officer keeps the complainant informed of the handling of the complaint.
  4. The complaints officer keeps the complaint file up to date.

Article 8: Complaint registration

  1. The complaints officer registers the complaint internally, stating the subject of the complaint.
  2. A complaint may be classified into several subjects.
  3. The complaints officer presents a periodic report internally about the handling of complaints and makes recommendations to prevent new complaints and to improve procedures.
  4. The reports and recommendations are discussed within Law & Pepper Advocaten and submitted for decision-making at least once a year.