Legaltree Complaints Regulations

1. DEFINITIONS
Complaint: a written expression of dissatisfaction by either a client or a client’s representative, communicated as such to a lawyer affiliated with Legaltree

Complainant: the client or the client’s representative making a complaint

Complaints Officer: a Legaltree-appointed partner charged with filing, handling and analyzing any complaints made

Legaltree complaints regulations: these regulations

2. OBJECTIVE

The objective of the Legaltree complaints regulations is:
1 to provide for a procedure to respond constructively and at the shortest possible notice to clients’ complaints;
2 to provide for a procedure to determine the causes of clients’ complaints;
3 to maintain and improve existing relationships by means of adequate complaints handling;
4 to advise the partners affiliated with Legaltree on how to focus on clients when responding to complaints;
5 to improve the quality of services by means of the handling and analysis of complaints.

3. THE PROCEDURE

1 The Legaltree-affiliated partner informs the client of the existence of a complaints procedure at the office. This procedure is explicitly referred to in the applicable general terms and conditions.
2 A client may file a complaint about the conduct of the lawyer handling his or her case (“the lawyer”). Complaints should be filed in writing or by e-mail and – at the client’s discretion – addressed to the lawyer concerned or to the Legaltree complaints officer. Subsequently the lawyer, or the complaints officer, will confirm receipt of the complaint within two working days and in so doing will provide the complainant with information about the complaints procedure. If a complaint is filed directly to the complaints officer, that person will inform the lawyer concerned of the complaint.
3 The lawyer concerned and the complaints officer will between them decide who will contact the complainant in question and how the complaint will be discussed and settled with that person, the basic principle always being that the complainant is satisfied and a solution is arrived at.
4 If pursuant to the previous paragraph it was the complaints officer that contacted the complainant in question, he or she will, after having studied the file, provide the complainant with the opportunity to comment on the complaint in greater detail, either verbally or in writing. The lawyer will subsequently be asked to respond to these comments, if any.
5 If a meeting is organized between the complaints officer and the client, it will be attended by the lawyer at the request of the complaints officer or the client, unless the client objects to the lawyer’s presence.
6 The complaints officer will reply to the complaint within no more than 10 working days from receipt of the complaint, or, as appropriate, within no more than 10 working days from receipt of the written comments or, as appropriate, within no more than 10 days from the date of the discussion of the complaint.
7 Complaints are dealt with in writing, within a term of one month, and any individual aspects will be addressed and accounted for individually. Reference is in that respect also made to the external complaints procedure(s) (see 11).
8 The lawyer concerned or the complaints officer will ensure that any arrangements made with the complainant are properly documented in writing.
9 If the complaint is resolved to the client’s satisfaction before the start of the procedure, any arrangements made with the complainant should nevertheless be accurately documented in writing.
10 If the complaints procedure fails to have the desired result, the parties involved will submit the complaint to the dean of the district where the lawyer practises.
11 To the extent that a complaint concerns the acts or omissions of an agent who is a member of the Stichting Keurmerk Letselschade (Personal Injury Quality Mark Organisation), those involved may file a complaint with the organisation in question (PO Box 9091, 3506 GB Utrecht), after having completed the internal complaints procedure.

4. COMPLAINT REGISTRATON

1 Copies of all written records of the complaint and its handling will be kept for a period of 1 year.
2 If the case in question involves personal injury, the complaints officer will on request make these records available to the Stichting Keurmerk Letselschade.
3 Annually the complaints officer will report to the lawyers affiliated with Legaltree. If there is reason to do so, the complaints officer will make recommendations to the lawyers affiliated with Legaltree.

 5. APPOINTMENT COMPLAINTS OFFICER

1 The lawyers affiliated with Legaltree have appointed G.A. van der Steur as complaints officer.
2 Any complaints against the complaints officer will be handled by his substitute. The substitute must be a partner at Legaltree and is appointed by the management of Legaltree BV.