Complaints procedure ebl Keizers
Article 1 Definitions
In this complaints procedure, the following definitions apply:
– complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or persons working under his responsibility regarding the conclusion and execution of a contract for services, the quality of the services or the amount of the invoice, not being a complaint as referred to in paragraph 4 of the Advocatenwet (Lawyers Act);
– complainant: the client or his representative who makes a complaint;
– complaints officer: the lawyer charged with handling the complaint.
Article 2 Scope of application
1. This complaints procedure applies to every contract for services between ebl Keizers and the client.
2. Each ebl Keizers attorney will ensure that complaints are handled in accordance with the complaints procedure.
Article 3 Objectives
The objectives of this complaints procedure are:
a. to establish a procedure for handling client complaints constructively and within a reasonable period of time;
b. establishing a procedure to determine the causes of client complaints;
c. maintaining and improving existing relationships through proper complaint handling;
d. training employees to respond to complaints in a client-oriented manner;
e. improving the quality of services through complaint handling and analysis.
Article 4 Information at the start of services
1. This complaints procedure has been made public. Before entering into the contract for services, the lawyer shall inform the client that the firm has a complaints procedure and that it applies to the services provided.
2. In the general terms and conditions, ebl Keizers has included the name of an independent party or organisation to which a complaint that has not been resolved after handling can be submitted to obtain a binding decision, and has made this known in the order confirmation.
Article 5 Internal complaints procedure
1. If a client approaches the office with a complaint, the complaint will be forwarded to the complaints officer. The complaints officer will inform the person who is the subject of the complaint that a complaint has been lodged and will give the complainant and the person who is the subject of the complaint the opportunity to explain the complaint.
2. The person who is the subject of the complaint will try to reach a solution together with the client, with or without the intervention of the complaints officer.
3. The complaints officer will handle the complaint within four weeks of receiving it or, stating the reasons, will inform the complainant of any deviation from this term, stating the term within which a judgement on the complaint will be issued.
4. The complaints officer will inform the complainant and the person against whom the complaint has been made in writing of the decision regarding the merits of the complaint, with or without recommendations.
5. If the complaint is handled satisfactorily, the complainant, the complaints officer and the person against whom the complaint was made shall sign the decision on the merits of the complaint.
Article 6 Confidentiality and free-of-charge complaint handling
1. The complaints officer and the person against whom the complaint was made shall observe confidentiality in the handling of the complaint.
2. The complainant does not owe any compensation for the costs of handling the complaint.
Article 7 Responsibilities
1. The complaints officer is responsible for the timely handling of the complaint.
2. The person against whom the complaint has been made keeps the complaints officer informed about any contact and a possible solution.
3. The complaints officer keeps the complainant informed about the handling of the complaint.
4. The complaints officer keeps the complaint file up to date.
Article 8 Complaint registration
1. The complaints officer registers the complaint and the subject of the complaint.
2. A complaint can be classified under multiple subjects.
3. The complaints officer periodically reports on the handling of the complaints and makes recommendations to prevent new complaints, as well as to improve procedures.
4. At least once a year, the reports and recommendations are discussed at the office and submitted for decision-making.
This complaints procedure can be consulted on the website of ebl Keizers: www.ebl-keizers.com.
ebl Keizers is a tradename of the partnership under Dutch law Keizers Advocaten, registered in Eindhoven (The Netherlands) and listed in the Dutch Commercial Register under number 17242164.
Eindhoven, February 2025