Office Complaints Procedure

ARTICLE 1 – DEFINITIONS
In this office complaints procedure, the following terms shall have the following meanings:

Complaint: any written expression of dissatisfaction by or on behalf of the client directed at the attorney or persons working under the attorney’s supervision regarding the formation and performance of a retainer agreement, the quality of the services provided, or the amount of the bill, other than a complaint as referred to in Section 4 of the Attorneys Act;

Complainant: the client or their representative who lodges a complaint;

Complaints Officer: the attorney responsible for handling the complaint;

ARTICLE 2 – SCOPE OF APPLICATION
(i) This firm’s complaints procedure applies to every engagement agreement between &Bousie and the client.

(ii) Every lawyer at &Bousie is responsible for handling complaints in accordance with the firm’s complaints procedure.

ARTICLE 3 – OBJECTIVES
The purpose of this firm’s complaints procedure is:

a. establishing a procedure to handle client complaints constructively within a reasonable timeframe;

b. het vastleggen van een procedure om de oorzaken van klachten van cliënten vast te stellen;

c. behoud en verbetering van bestaande relaties door middel van goede klachtenbehandeling;

d. medewerkers te trainen in cliëntgericht reageren op klachten;

e. verbetering van de kwaliteit van de dienstverlening met behulp van klachtbehandeling en klachtanalyse.

ARTICLE 4 – INFORMATION AT THE START OF THE SERVICE PROVISION
(i) This firm’s complaints procedure has been made public. Before entering into the engagement agreement, the attorney informs the client that the firm operates a complaints procedure and that this procedure applies to the services provided.

(ii) &Bousie has included in its general terms and conditions the name of the independent party or body to which a complaint that has not been resolved after consideration may be submitted for a binding decision, and has made this known in the engagement letter.

(iii) Complaints as referred to in Article 1 of this firm’s complaints procedure that remain unresolved after review shall be submitted to the court.

ARTICLE 5 – INTERNAL COMPLAINTS PROCEDURE
(i) If a client approaches the firm with a complaint, the complaint is forwarded to Hans Bousie, who acts as the complaints officer.

(ii) The complaints officer notifies the person against whom the complaint is filed of the complaint’s submission and gives both the complainant and the person against whom the complaint is filed the opportunity to provide an explanation regarding the complaint.

(iii) The person against whom the complaint was filed will attempt to reach a resolution with the client, with or without the intervention of the complaints officer.

(iv) The complaints officer will resolve the complaint within four weeks of receiving it or, if this deadline cannot be met, will notify the complainant of the reason for the delay and specify the new deadline by which a decision on the complaint will be issued.

(v) The complaints officer will notify the complainant and the person against whom the complaint was filed in writing of the decision regarding the validity of the complaint, accompanied by recommendations if applicable.

(vi) If the complaint has been resolved to the complainant’s satisfaction, the complainant, the complaints officer, and the person against whom the complaint was filed shall sign the determination regarding the validity of the complaint.

ARTICLE 6 – CONFIDENTIALITY AND COMPLAINTS HANDLING AT NO COST
(i) The complaints officer and the person against whom the complaint was filed shall maintain confidentiality during the complaint handling process.

(ii) The complainant is not required to pay any fees for the costs of handling the complaint.

ARTICLE 7 – RESPONSIBILITIES
(i) The complaints officer is responsible for the timely resolution of the complaint.

(ii) The person against whom the complaint is filed shall keep the complaints officer informed of any contact and a possible resolution.

(iii) The complaints officer keeps the complainant informed about the progress of the complaint.

(iv) The complaints officer maintains the complaint file.

ARTICLE 8 – COMPLAINT REGISTRATION
(i) The complaints officer registers the complaint, including the subject of the complaint.

(ii) A complaint may be classified under multiple subjects.

(iii) The complaints officer periodically reports on the handling of complaints and makes recommendations to prevent new complaints, as well as to improve procedures.

(iv) At least once a year, the reports and recommendations are discussed at the office and submitted for a decision.