Complaints procedure

Article 1: Definitions

In this complaints procedure, the following definitions apply:

  • complaint: any written expression of dissatisfaction by or on behalf of the client to 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;
  • complainant: the client or their representative who expresses a complaint;
  • complaints officer: the lawyer in charge of handling the complaint.

Article 2: Scope of application

  1. This complaints procedure applies to any letter of engagement between Law&Pepper Advocaten, executed by one or more lawyers, and the client.
  2. Any lawyer of Law&Pepper Advocaten handles complaints in accordance with this complaints procedure.

Article 3: Purpose

The purpose of this 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. This complaints procedure has been published on 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. Complaints that are not resolved after being handled will be submitted to the District Court of Oost-Brabant.

Article 5: Internal complaints procedure

  1. Every complaint will be passed on to I.C.K. Mol, LLM, who acts as complaints officer.
  2. The complaints officer informs the person whom the complaint concerns about the complaint and gives the complainant and the person whom the complaint concerns the opportunity to explain the complaint.
  3. The person whom the complaint concerns will try to reach a solution together with the complainant, whether or not through the intermediary of the complaints officer.
  4. The complaints officer reviews the complaint within four weeks of receipt of the complaint. If this period is deviated from, the complaints officer will communicate this to the complainant, stating the reasons for this deviation and the new period within which the complaint will be reviewed.
  5. The complaints officer will inform 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.
  6. 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 will 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 will keep the complaints officer informed of their contact with the complainant and about a possible solution.
  3. The complaints officer will keep 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 in 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 will be discussed within Law&Pepper Advocaten and submitted for decision-making at least once a year.