{"id":787,"date":"2026-02-04T12:22:15","date_gmt":"2026-02-04T11:22:15","guid":{"rendered":"https:\/\/andbousie.stripedelephant.nl\/office-complaints-procedure\/"},"modified":"2026-04-17T10:26:21","modified_gmt":"2026-04-17T08:26:21","slug":"office-complaints-procedure","status":"publish","type":"page","link":"https:\/\/andbousie.stripedelephant.nl\/en\/office-complaints-procedure\/","title":{"rendered":"Office Complaints Procedure"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"787\" class=\"elementor elementor-787 elementor-716\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1ca5c70e e-flex e-con-boxed e-con e-parent\" data-id=\"1ca5c70e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-1df2296a e-con-full e-flex e-con e-child\" data-id=\"1df2296a\" data-element_type=\"container\" 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href=\"https:\/\/andbousie.stripedelephant.nl\/en\/privacy-statement\/\" class=\"elementor-item\">Privacy Statement<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-789\"><a href=\"https:\/\/andbousie.stripedelephant.nl\/en\/office-complaints-procedure\/\" class=\"elementor-item\">Office Complaints Procedure<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-802\"><a href=\"https:\/\/andbousie.stripedelephant.nl\/en\/practice-areas-registration\/\" class=\"elementor-item\">Practice areas registration<\/a><\/li>\n<\/ul>\t\t\t<\/nav>\n\t\t\t\t\t\t<nav class=\"elementor-nav-menu--dropdown elementor-nav-menu__container\" aria-hidden=\"true\">\n\t\t\t\t<ul id=\"menu-2-477a1a0\" class=\"elementor-nav-menu sm-vertical\"><li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-800\"><a href=\"https:\/\/andbousie.stripedelephant.nl\/en\/term-and-conditions\/\" class=\"elementor-item\" tabindex=\"-1\">Terms and Conditions<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-privacy-policy menu-item-801\"><a rel=\"privacy-policy\" href=\"https:\/\/andbousie.stripedelephant.nl\/en\/privacy-statement\/\" class=\"elementor-item\" tabindex=\"-1\">Privacy Statement<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-789\"><a href=\"https:\/\/andbousie.stripedelephant.nl\/en\/office-complaints-procedure\/\" class=\"elementor-item\" tabindex=\"-1\">Office Complaints Procedure<\/a><\/li>\n<li class=\"menu-item menu-item-type-post_type menu-item-object-page menu-item-802\"><a href=\"https:\/\/andbousie.stripedelephant.nl\/en\/practice-areas-registration\/\" class=\"elementor-item\" tabindex=\"-1\">Practice areas registration<\/a><\/li>\n<\/ul>\t\t\t<\/nav>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-37d0eec0 e-con-full e-flex e-con e-child\" data-id=\"37d0eec0\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-586705e7 elementor-widget elementor-widget-heading\" data-id=\"586705e7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">&amp;BOUSIE OFFICE COMPLAINTS PROCEDURE.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c2cb1f3 elementor-widget elementor-widget-text-editor\" data-id=\"c2cb1f3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>ARTICLE 1 \u2013 DEFINITIONS<br>In this office complaints procedure, the following terms shall have the following meanings:<\/p><p><span style=\"text-decoration: underline;\">Complaint<\/span>: any written expression of dissatisfaction by or on behalf of the client directed at the attorney or persons working under the attorney\u2019s 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;<\/p><p><span style=\"text-decoration: underline;\">Complainant<\/span>: the client or their representative who lodges a complaint;<\/p><p><span style=\"text-decoration: underline;\">Complaints Officer:<\/span> the attorney responsible for handling the complaint;<\/p><p>ARTICLE 2 \u2013 SCOPE OF APPLICATION<br>(i) This firm\u2019s complaints procedure applies to every engagement agreement between &amp;Bousie and the client.<\/p><p>(ii) Every lawyer at &amp;Bousie is responsible for handling complaints in accordance with the firm\u2019s complaints procedure.<\/p><p>ARTICLE 3 \u2013 OBJECTIVES<br>The purpose of this firm\u2019s complaints procedure is:<\/p><p>a. establishing a procedure to handle client complaints constructively within a reasonable timeframe; <\/p><p>b. het vastleggen van een procedure om de oorzaken van klachten van cli\u00ebnten vast te stellen;<\/p><p>c. behoud en verbetering van bestaande relaties door middel van goede klachtenbehandeling;<\/p><p>d. medewerkers te trainen in cli\u00ebntgericht reageren op klachten;<\/p><p>e. verbetering van de kwaliteit van de dienstverlening met behulp van klachtbehandeling en klachtanalyse.<\/p><p>ARTICLE 4 \u2013 INFORMATION AT THE START OF THE SERVICE PROVISION<br>(i) This firm\u2019s 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. <\/p><p>(ii) &amp;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.<\/p><p>(iii) Complaints as referred to in Article 1 of this firm\u2019s complaints procedure that remain unresolved after review shall be submitted to the court.<\/p><p>ARTICLE 5 \u2013 INTERNAL COMPLAINTS PROCEDURE<br>(i) If a client approaches the firm with a complaint, the complaint is forwarded to Hans Bousie, who acts as the complaints officer.<\/p><p>(ii) The complaints officer notifies the person against whom the complaint is filed of the complaint\u2019s submission and gives both the complainant and the person against whom the complaint is filed the opportunity to provide an explanation regarding the complaint.<\/p><p>(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.<\/p><p>(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.<\/p><p>(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.<\/p><p>(vi) If the complaint has been resolved to the complainant\u2019s 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.<\/p><p>ARTICLE 6 \u2013 CONFIDENTIALITY AND COMPLAINTS HANDLING AT NO COST<br>(i) The complaints officer and the person against whom the complaint was filed shall maintain confidentiality during the complaint handling process.<\/p><p>(ii) The complainant is not required to pay any fees for the costs of handling the complaint.<\/p><p>ARTICLE 7 \u2013 RESPONSIBILITIES<br>(i) The complaints officer is responsible for the timely resolution of the complaint.<\/p><p>(ii) The person against whom the complaint is filed shall keep the complaints officer informed of any contact and a possible resolution.<\/p><p>(iii) The complaints officer keeps the complainant informed about the progress of the complaint.<\/p><p>(iv) The complaints officer maintains the complaint file.<\/p><p>ARTICLE 8 \u2013 COMPLAINT REGISTRATION<br>(i) The complaints officer registers the complaint, including the subject of the complaint.<\/p><p>(ii) A complaint may be classified under multiple subjects.<\/p><p>(iii) The complaints officer periodically reports on the handling of complaints and makes recommendations to prevent new complaints, as well as to improve procedures.<\/p><p>(iv) At least once a year, the reports and recommendations are discussed at the office and submitted for a decision.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>&amp;BOUSIE OFFICE COMPLAINTS PROCEDURE. ARTICLE 1 \u2013 DEFINITIONSIn 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\u2019s supervision regarding the formation and performance of a retainer agreement, the quality [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-787","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/andbousie.stripedelephant.nl\/en\/wp-json\/wp\/v2\/pages\/787","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/andbousie.stripedelephant.nl\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/andbousie.stripedelephant.nl\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/andbousie.stripedelephant.nl\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/andbousie.stripedelephant.nl\/en\/wp-json\/wp\/v2\/comments?post=787"}],"version-history":[{"count":0,"href":"https:\/\/andbousie.stripedelephant.nl\/en\/wp-json\/wp\/v2\/pages\/787\/revisions"}],"wp:attachment":[{"href":"https:\/\/andbousie.stripedelephant.nl\/en\/wp-json\/wp\/v2\/media?parent=787"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}