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Partnership DE JONGE ADVOCATEN has a complaints procedure, the purpose of which is to promote the quality of its services in general and to provide for a procedure for reacting adequately to complaints within the shortest possible term in particular.
Article 1 - Definition
In the present complaints procedure the following terms have
the meanings as specified below:
DJA: partnership De Jonge Advocaten.
Management: the executive board of DJA.
Person in charge of the case: the person appointed by the Management, who is a member of the Management and not the person against whom the Complaint has been filed.
Complaint: every manifestation of dissatisfaction concerning the functioning of a lawyer employed with DJA, made known in writing to the Management by Complainant.
Complainant: the person who is using or has been using the services of DJA, or his or her representative.
Article 2 - Procedure
2.1 When Complainant expresses a Complaint to the Management and this Complaint cannot be solved immediately, the Complaint is transferred to the Person in charge of the case; in that event Complainant has to submit the Complaint clearly, reasoned and in writing. If the Complaint has been brought to the attention of the Management verbally, Complainant will be given the opportunity to file his Complaint in the way as described above.
2.2 On filing his Complaint, Complainant will in any case make a statement of:
- his name, address, domicile, phone number and (if available)
fax number and (if available) email address;
- the name of the lawyer against whom the Complaint is made;
- a brief description of the Complaint.
2.3 The Management records the date of receipt of the Complaint made by Complainant and sends Complainant an acknowledgement of receipt for the Complaint, stating the
name of the Person in charge of the case.
2.4 The Person in charge of the case ensures that the Complaint, if Complainant so wishes under application of the principle of hearing both sides of the argument, is treated adequately and that the Complaint is handled within six weeks after the date on which the Person in charge of the case received the Complaint. This term can be extended once-only for at the most four weeks; the Person in charge of the case will inform Complainant beforehand about any intended extension.
2.5 The Person in charge of the case informs Complainant, the lawyer against whom the Complaint has been made and the Management of DJA in writing about the handling of the
Complaint.
2.6 The Person in charge of the case informs Complainant in writing that, when the Complaint has not led to a satisfactory result, Complainant can even then submit the Complaint to the
Dean of the National Bar Association in the district of Rotterdam. DJA is not a member of the Geschillencommissie Advocatuur [Disputes Committee for the legal profession].
Article 3 - Final provisions
This complaints procedure has been drawn up and can be altered by the Management. With respect to cases not provided for in this Complaints Procedure, the Management of DJA will
decide.
