Complaints procedure

Leijnse Artz is committed to providing high-quality legal services. If you are dissatisfied with our services or the invoice, you can discuss this with the acting lawyer. You are also free to submit a complaint in writing. This complaint will then be handled in accordance with the procedure set out below. 

Article 1 Definitions
‘Parties Involved’: the Complainant and the person or persons against whom the Complaint is made. ‘Complaint’: any written expression of discontent made by or on behalf of the Complainant concerning a lawyer associated with Leijnse Artz or any person working under that lawyer’s responsibility, with regard to the formation and performance of an agreement for the provision of services, the quality of the services or the amount invoiced, other than a disciplinary complaint within the meaning of paragraph 4 of the Dutch Lawyers Act (‘Advocatenwet’). ‘Complaints Officer’: a lawyer associated with Leijnse Artz charged with handling the Complaint in accordance with this complaints procedure. ‘Complainant’: the client or the client’s representative. who makes a Complaint known.

Article 2 Complaints Officer

  1. The Complaints Officer of Leijnse Artz is Mr B.P.H. Leijnse or, if the Complaint is made against him, Ms K. van Lessen Kloeke. If he/she is absent or was actually involved in the provision of the services to which the Complaint relates and/or if there are other compelling reasons, Leijnse Artz may appoint a different lawyer to act as the Complaints Officer.
  2. The Complaints Officer may be assisted by colleagues when performing his/her duties.
  3. The Complaints Officer will not act as an arbitrator in respect of the Complaint and his/her view and recommendations, if any, shall not be binding for the Parties Involved.

​Article 3 Submission of a Complaint

  1. The Complainant submits the Complaint by post, e-mail, fax or in any other written form to the Complaints Officer or the acting lawyer. In the latter case, the lawyer forwards the Complaint to the Complaints Officer.
  2. The Complaint has to be signed and will in any case include the following information:
    ​a) the name and address details of the Complainant; 
    b) the name of the person or persons against whom the Complaint is made; 
    c) a substantiated description of the Complaint; 
    d) if possible the file, file number or invoice number to which the Complaint relates; 
    ​e) the date on which the Complaint is submitted.
  3. In the absence of the above-mentioned information the Complainant will be given the opportunity to correct this omission.

Article 4 Handling of the Complaint

  1. The Complaint will be handled confidentially and with due care.
  2. The Complaints Officer will enable the person(s) who is/are the subject of the Complaint to respond to the Complaint.
  3. The Complaints Officer may request any of the Parties Involved to provide further information so that the Complaint can be properly dealt with.
  4. Before giving a view on the merits of the Complaint, the Complaints Officer will allow the Parties Involved to set out their views either orally or in writing, at the discretion of the Complaints Officer.
  5. The Complaints Officer will inform the Parties Involved of his/her view on the merits of the Complaint in writing. This view must be well-argued and may include recommendations. The Complaints Officer may also take initiatives to enable the Parties Involved to settle their dispute by mutual agreement. 2 | 2
  6. If a Complaint submitted in accordance with Article 3.1 has not been handled within one month of its receipt, the Complaints Officer will notify the Parties Involved of this, explaining the reasons. The Complaints Officer will also specify the period within which a view on the Complaint will be given.
  7. The Complaints Officer will keep Leijnse Artz informed of the progress and outcome of the handling of the Complaint.

Article 5 Miscellaneous

  1. The Complainant does not owe any fee for the handling of the Complaint.
  2. The Complaints Officer will keep a record of all the Complaints that are received for internal purposes, specifying the subject of the Complaint.
  3. If the Complaint that has been dealt with is not resolved, the dispute can be submitted to the District Court of Rotterdam.
  4. This complaints procedure has been drafted in both the Dutch and the English language. In the case of interpretation disputes, the Dutch-language version shall prevail.

​This complaints procedure shall apply as of 1 January 2015.