Complaint Procedure

Article 1: definitions

In this grievance procedure, the following terms shall have the following meanings:

- Complaint: any written expression of dissatisfaction by or on behalf of a client towards the attorney at law or the persons working under his responsibility regarding the conclusion and execution of a contract for services, the quality of services or the amount of the fee, not being a complaint as referred to in paragraph 4 of the Lawyers Act;

- Complainant: the client or client's representative who has made a complaint known;

- Complaint Officer: the attorney in charge of handling a complaint.

Article 2: scope of application

  1. This complaint procedure applies to any contract for services between LAW/FIRM and the client;
  2. Each LAW/FIRM attorney shall ensure that complaints are handled in accordance with the Complaints Procedure.

Article 3: objectives

The objectives of this grievance procedure are

  1. Establishing a procedure to handle client complaints constructively and within a reasonable time;
  2. Establishing a procedure to determine the causes of client complaints;
  3. Maintain and enhance existing relationships through an effective grievance resolution process;
  4. Training employees to respond to complaints in a customer-focused manner;
  5. Ensuring and improving the quality of services by handling and analyzing complaints.

Article 4: provision of information at the start of service provision

  1. This grievance procedure has been made public. When entering into a contract for services, the attorney informs the client that LAW/FIRM has a grievance procedure and that this procedure applies to any service;
  2. LAW/FIRM has specified in its engagement letter and/or general terms and conditions to which independent party or institution an unresolved complaint may be submitted to obtain a binding decision;
  3. Complaints referred to in Article 1 of these complaint regulations that cannot be resolved after treatment may be submitted to the competent district court.

Article 5: internal complaint procedure

  1. If a client files a complaint with the office, the complaint is forwarded to the board of directors, who serves as the complaints officer;
  2. The complaint officer shall inform the person against whom the complaint is directed and shall give the complainant and then the person against whom the complaint is directed an opportunity to explain or respond;
  3. The person against whom the complaint is directed will try as far as possible to reach a solution with the client, with or without the intervention of the complaints officer;
  4. The complaint officer shall resolve the complaint within four weeks of receipt of the complaint or, if that is not possible, a statement explaining the reason for deviating from this deadline and specifying the period within which a detailed response will be provided.
  5. The complaint officer shall inform the complainant and the person against whom the complaint is made of the merits of the complaint, whether or not accompanied by recommendations.
    6. If the complaint has been satisfactorily resolved, the complainant, the Complaints Officer and the person against whom the complaint is made shall sign the judgment on the merits of the complaint.

Article 6: confidentiality and free handling of complaints.

  1. The complaints office edge the person against whom the complaint is directed shall observe confidentiality in handling the complaint;
  2. The complainant shall not be liable for the cost of processing the complaint.

Article 7: responsibilities

  1. The complaint officer is responsible for the proper and timely resolution of the complaint;
  2. The person against whom the complaint is directed will keep the complaints officer informed of any contacts and possible resolution;
  3. The complaint officer will keep the complainant informed about the resolution of the complaint;
  4. The complaints officer maintains a complaint file.

Article 8: registration of complaints

  1. The complaint officer records the complaint and the subject of the complaint;
  2. A complaint can cover several issues;
  3. The complaints officer shall report periodically on the handling of complaints and make recommendations as necessary to prevent new complaints and to improve procedures or services;
  4. At least once a year, reports and recommendations are discussed and forwarded for decision-making purposes.
M&A/FIRM
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