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.

  1. Company complaints procedure

Minderhoud Law is committed to providing high-quality legal services. If you are dissatisfied with the service provided by a lawyer at Minderhoud Law, or with an invoice you received from us, please let us know. Following the procedure below, we will address your complaint with the aim of resolving it within a reasonable timeframe.

  1. 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.
  • Complaints Officer: Mrs. A.D. Minderhoud, the lawyer appointed by Minderhoud Law to handle complaints.
  1. Filing a Complaint
  • Clients should file complaints within three months from when they become aware of the issue. Late submissions may not be accepted, at the discretion of the Complaints Officer, who will inform the Client accordingly.
  • Complaints must be submitted in writing to Minderhoud Law, addressed to the Complaints Officer, and include specific information outlined in the procedure.
  • Incomplete complaints will be returned to the Client for completion.
  1. Acknowledgement of Receipt

Upon receiving a complete complaint, the Complaints Officer will acknowledge receipt and provide the Client with contact details and information on the next steps.

  1. Handling of a Complaint
  • The Complaints Officer will inform the lawyer involved, gather necessary information, and may arrange a meeting if deemed necessary.
  • The Complaints Officer will propose a solution based on the information gathered, and both parties must respond to this proposal.
  • The Complaints Officer will conclude the process by informing both parties of the decision in writing.
  1. Time Limit

Minderhoud Law aims to resolve complaints within one month of receipt. If this is not possible, the parties will be informed of the delay and given a new timeframe.

  1. Registration

Complaints are registered internally by the Complaints Officer.

  1. Competent Court

If a complaint is not resolved satisfactorily, the client may submit the complaint to the competent court in Rotterdam.

  1. Other

Filing a complaint is free of charge. Each party bears its own costs.

For complaint submission, please email angela@minderhoud.law, attention Mrs. A.D. Minderhoud, Complaints Officer