This office complaints procedure applies to any contract of engagement between Avanti Jure Advocatuur (Avanti Jure) and its clients. Clients are not liable to pay any fee for the handling of a complaint by Avanti Jure.
This office complaint scheme aims to (i) establish a procedure to handle client complaints within a reasonable time and in a constructive manner, (ii) maintain and improve existing relationships through proper complaint handling, and (iii) improve the quality of service through complaint handling and complaint analysis.
Information Every client is informed before entering into an assignment contract that Avanti Jure operates an office complaints procedure. The general terms and conditions specify the independent party or body to which a complaint that is not resolved after treatment can be submitted. Complaints that are not resolved after treatment will be submitted to the court, unless the complaint is of a strictly disciplinary nature: in that case, the complaints scheme of the Bar Association is applicable.
Complaint procedure If a client makes a complaint, the complaint will be forwarded to Natasja Rensen. Natasja Rensen will contact the client and make every effort to resolve the complaint to the client's satisfaction. If a complaint has been made about an employee, Natasja Rensen will notify the employee. The client and the staff member are given the opportunity to provide an explanation. Natasja Rensen makes every effort to work with the staff member to resolve the complaint to the client's satisfaction.
Natasja Rensen aims to resolve a complaint within four weeks of receipt. If this fails then the client will be informed and a new deadline will be set together with the client. Natasja Rensen will inform the client in writing of the assessment and resolution of the complaint. All communication regarding a complaint will be kept strictly confidential.
Natasja Rensen maintains the complaint file and formulates recommendations. At least once a year, recommendations are discussed with staff and relevant procedures are updated based on relevant recommendations.
