Complaints Procedure

Complaints Procedure

Dissatisfied with our service?
We try our hardest to provide the best possible service to you. However, you may be dissatisfied with any aspect of our service.

Internal complaints procedure
If you are dissatisfied with the quality of our services or with the invoice, please refer your objections to your own lawyer. You can also contact our complaints officer Mr JCM Silvius.

If you submit a complaint to the complaints officer, then please do so in writing. You can send the complaint either by post, fax or email.

Within two working days of receiving the written complaint, we will send you a confirmation. We will then contact you as soon as possible to find a solution to the problem that has emerged. We will always confirm the solution to you in writing.

Within 14 days of receiving the written complaint, you will receive either a detailed response to your complaint or an invitation for an interview in response to your complaint. If you would like an interview when submitting the complaint, then you will always be invited for an interview.

Should the outcome of the internal complaints procedure not be satisfactory in your opinion, then you may submit your complaint to the Geschillencommissie Advocatuur [Disputes Committee]. However, this is only possible after you have submitted your complaint to our office first. Similarly, if our office has not responded to your complaint in writing within four weeks after receipt of your complaint, you can contact the Geschillencommissie Advocatuur [Disputes Committee].

Geschillencommissie Advocatuur [Disputes Committee]
We are affiliated with the Geschillencommissie Advocatuur. You can submit your complaint to the Geschillencommissie Advocatuur up to 12 months after the date of the written response from our office. The Geschillencommissie Advocatuur shall rule in the form of an arbitral award on behalf of corporate clients or in the form of binding advice if a dispute is submitted by a private client. The Geschillencommissie Advocatuur is competent to hear about complaints concerning the quality of services of the lawyer and the amount of the fee. You may also feel entitled to compensation. The Geschillencommissie Advocatuur is also empowered to decide on claims up to € 10,000,-. Higher claims can only be referred to the Geschillencommissie Advocatuur if you explicitly limit the amount of the claim up to € 10,000,- and you waive the remainder in writing.

We can submit unpaid invoices to the Disputes Committee.

The Disputes Committee handles the case according to the regulations of the Disputes Committee in force at the time of filing your complaint to them. It is not possible to appeal a decision of the Disputes Committee.

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