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Complaints and disputes settlement

Complaints and Disputes Settlement Procedure for the Legal Profession

1 DEFINITIONS

The following terms as used in this Complaints and Disputes Settlement Procedure for the Legal Profession have the following meanings:

Client: A private individual or a legal entity (governed by private or public law, as applicable), which, as a result of the formation of an agreement for services with Pels Rijcken & Droogleever Fortuijn N.V., uses or has used the legal services of Pels Rijcken & Droogleever Fortuijn N.V;

Complaint/ Complaints: any written expression of discontent by or on behalf of the Client vis-à-vis the lawyer or the persons working under their responsibility about the formation or the performance of an agreement for legal services, the quality of the legal services, or the amount of the invoice regarding the legal services, not being a complaint within the meaning of paragraph 4 of the Dutch Counsel Act (Advocatenwet);

Complainant: the Client or their representative expressing a Complaint;

Complaints Officer: the lawyer responsible for handling the Complaint.

2 SCOPE

This Complaints and Disputes Settlement Procedure for the Legal Profession is applicable to every agreement for legal services between Pels Rijcken & Droogleever Fortuijn N.V. as the contractor and a Client as the client, unless, in the agreement for services or by means of any other written document, Pels Rijcken & Droogleever Fortuijn N.V. and the Client expressly derogate from this Complaints and Disputes Settlement Procedure for the Legal Profession.

3 OBJECTIVES

The objectives of this Complaints and Disputes Settlement Procedure for the Legal Profession are:

a. to lay down a procedure to handle Complaints in a constructive manner and within a reasonable period;

b. to lay down a procedure to identify the causes of the Complaint;

c. to maintain and improve existing relationships by means of proper handling of the Complaint;

d. to improve the quality of the services by handling and analysing the Complaint.

4 INFORMATION UPON COMMENCEMENT OF THE SERVICES

1. A lawyer, as referred to in Article 6.28 of the Dutch Legal Profession Regulations (Verordening op de Advocatuur), will, before entering into the agreement for services, point out to the Client that Pels Rijcken & Droogleever Fortuijn N.V. makes use of this Complaints and Dispute Settlement Procedure for the Legal Profession, which is published on the website www.pelsrijcken.nl, and that such procedure is applicable to their legal services.

2. With reference to Clause 11 of the General Conditions of Pels Rijcken & Droogleever Fortuijn N.V., a Complaint that has not been solved after being handled in accordance with the internal complaints procedure as referred to in Clause 5 of this Complaints and Disputes Settlement Procedure for the Legal Profession, may exclusively be submitted to the competent Dutch civil court for purposes of seeking a binding ruling.

5 INTERNAL COMPLAINTS PROCEDURE

1. The Complaint with which a Client approaches Pels Rijcken & Droogleever Fortuijn N.V., via the email address klacht@pelsrijcken.nl or otherwise, will be referred to the Pels Rijcken & Droogleever Fortuijn N.V. board member charged with the implementation of this internal complaints procedure, which board member is also a lawyer, and who thus acts as Complaints Officer.

2. The Complaints Officer, or a person designated for that purpose by the Complaints Officer, will notify the person who is the subject of the Complaint submitted.

3. The Complaints Officer, or a person designated for that purpose by the Complaints Officer, will give the Complainant and the person who is the subject of the Complaint the opportunity to explain the Complaint in further detail.

4. The Complaints Officer, or a person designated for that purpose by the Complaints Officer, will try to reach a solution with the Complainant, in cooperation with the person who is the subject of the Complaint or otherwise.

5. The Complaints Officer, or a person designated for that purpose by the Complaints Officer, will handle the Complaint within one month of receipt of the Complaint or notify the Complainant that another period will be applied, stating reasons and stating the period within which the Complaint will be handled.

6. The Complaints Officer, or a person designated for that purpose by the Complaints Officer, will notify the Complainant and the person who is the subject of the Complaint in writing of the opinion on whether or not the Complaint has been found to be justified, accompanied by recommendations or otherwise.

6 CONFIDENTIALITY AND FREE COMPLAINT HANDLING

1. The Complaints Officer, the person designated by the Complaints Officer within the meaning of Clause 5 of this Complaints and Disputes Settlement Procedure for the Legal Profession, and the person who is the subject of the Complaint will observe confidentiality when handling the Complaint.

2. The handling of the Complaint will be without charge to the Complainant.

7 RESPONSIBILITIES AND COMPLAINTS REGISTRATION

1. The Complaints Officer will be responsible for timely handling of the Complaint.

2. The Complaints Officer, or a person designated for that purpose by the Complaints Officer, will keep the Complainant informed of the handling of the Complaint.

3. The Complaints Officer, or a person designated for that purpose by the Complaints Officer, will keep records of all Complaints received, stating the subject of the Complaint.

A Complaint may be divided into various subjects.