Complaint policy

(pertaining to Article 6.28 of the Regulation of the Legal Profession)

Adnani & Van den Eeckhout Lawyers makes every effort to ensure that its clients are satisfied with the services provided. Should this not be the case, we would like to hear from you at the earliest possible stage. We will then be happy to discuss a solution with you. Should you nevertheless wish to submit a formal complaint, you may do so on the basis of the complaints procedure below.

Article 1 - Definitions

In this office complaint procedure, the following terms shall have the following meanings:

- complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or the persons working under his responsibility regarding the conclusion and execution of an agreement for services, the quality of the services, the amount of the fee, the performance or offering of extrajudicial collection activities, not being a complaint as referred to in section 4 of the Lawyers Act;
- Complainant: the client, his/her representative or a third party with a direct interest who makes a complaint known;
- Complaint Officer means the attorney charged with handling the complaint.

Article 2 - Scope of application

This office complaint procedure shall apply to any contract for services between Adnani & Van den Eeckhout Advocaten and the client.
Each lawyer of Adnani & Van den Eeckhout Advocaten shall ensure that complaints are handled in accordance with the office complaints procedure.

Article 3 - Objectives

The purpose of this office complaint policy is to:

a. establishing a procedure to deal constructively with client complaints within a reasonable period of time;
b. establishing a procedure for determining the causes of complainants' complaints;
c. maintain and improve existing relationships through proper complaint handling;
d. train employees in client-centered response to complaints;
e. improve service quality with complaint handling and complaint analysis.

Article 4 - Information at the start of service provision

This office complaint procedure has been made public through the website of Adnani & Van den Eeckhout Advocaten.
Complaints as referred to in Article 1 of these office complaint regulations that are not resolved after treatment shall be submitted to the Disputes Committee for the Legal Profession.

Article 5 - Internal complaint procedure

If a complainant approaches the office with a complaint, the complaint shall be directed to Ms. M. van den Eeckhout, who thereby acts as Complaints Officer (unless the complaint relates to Ms. M. van den Eeckhout; in which case Ms. N. Adnani shall act as Complaints Officer).
The complaints officer shall notify the person complained about of the filing of the complaint and shall give the complainant and the person complained about an opportunity to explain the complaint.
The person about whom a complaint has been made shall try to reach a solution together with the complainant, with or without the intervention of the complaints officer.
The complaints officer shall settle the complaint within four weeks of receipt of the complaint, or shall notify the complainant of any deviation from this deadline, giving reasons, stating the period within which an opinion on the complaint will be given.
The complaint officer shall notify the complainant and the person complained against in writing of the opinion on the merits of the complaint, whether or not accompanied by recommendations.
(6) If the complaint is settled satisfactorily, the complainant, the complaints officer and the person complained about shall sign the judgment on the merits of the complaint.

Article 6 - Confidentiality and free complaint handling

The complaints officer and the person about whom a complaint has been made shall observe confidentiality in handling the complaint.
(2) The complainant shall not be charged for the cost of handling the complaint.

Article 7 - Responsibilities

The complaint officer shall be responsible for the timely resolution of the complaint.
The person complained about shall keep the complaint officer informed of any contact and possible resolution.
(3) The complaint officer shall keep the complainant informed about the resolution of the complaint.
(4) The complaint officer shall maintain the complaint file.

Article 8 - Complaint registration

The complaint officer shall register the complaint along with the complaint subject.
(2) A complaint may be divided into several subjects.
The complaints officer shall report periodically on the handling of complaints and make recommendations to prevent new complaints, as well as to improve procedures.
At least once a year, reports and recommendations shall be discussed at the office and presented for decision.