Complaints procedure

Minderhoud Law aims at providing high-quality services. In the unlikely event that you are dissatisfied with the work of a lawyer, or with an invoice we have sent to you, we ask you to inform us of your complaint. In accordance with the Complaints procedure below, we will take up your complaint and will seek to solve your complaint within a reasonable period of time.

Definitions

  • Lawyer: A lawyer employed at Minderhoud Law or a person working under the lawyer’s responsibility.
  • Client: The recipient of Minderhoud Law’s services, whether represented or not.
  • Minderhoud Law: Refers to the legal entity Minderhoud Law Firm B.V..
  • Complaints procedure: The procedure for handling client complaints as per the Legal Profession Regulation (Verordening op de Advocatuur).
  • Complaint: A dispute regarding the formation/performance of an engagement, the quality of service, or the amount of an invoice sent to the Client.
  • External Complaints Officer: A.M. Ferwerda, lawyer at Zirm, appointed as external complaints officer for Minderhoud Law.

Filing a complaint

  • A Client who is dissatisfied with the service of a lawyer must first address the complaint directly to the lawyer involved. The lawyer will attempt to handle and resolve the complaint in consultation with the Client.
  • If the complaint is not resolved satisfactorily by the lawyer, the Client may escalate the complaint to the External Complaints Officer.
  • The complaint must be submitted in writing within three months after the Client has become aware of the conduct or invoice giving rise to the complaint. Late submissions may not be accepted, at the discretion of the External Complaints Officer.

External complaints officer

Mrs. A.M. Ferwerda
Zirm
P.O. Box 51011
3007 GA Rotterdam
The Netherlands
www.zirm.nl
M +31 (0)6 13 04 86 23
T +31 (0)10 303 2851

Procedure

  • The External Complaints Officer will acknowledge receipt of a complaint in writing and will inform the Client and the lawyer concerned about the next steps.
  • The External Complaints Officer will provide both the Client and the lawyer concerned with the opportunity to explain their positions.
  • The External Complaints Officer will assess the complaint and issue a written, reasoned decision within one month of receipt. If this deadline cannot be met, the Officer will inform the parties in writing, stating the reasons and the new timeframe within which a decision will be made.
  • The External Complaints Officer may attach recommendations to the decision.

Registration and costs

  • Complaints will be registered internally at Minderhoud Law.
  • Filing a complaint is free of charge. Each party bears its own costs.

Competent court

If the complaint cannot be resolved satisfactorily through this procedure, the Client may submit the complaint to the competent court in Rotterdam.