Complaints procedure

This office complaints procedure applies to every contract for services between Agorax B.V. (Agorax) and the client, and to every service and activity performed for the client by Agorax or a lawyer acting on behalf of Agorax. Agorax handles complaints as described in this complaints procedure. The complaints procedure also applies to persons working under the responsibility of Agorax.

  1. The purpose of this firm’s complaints procedure is to maintain and improve existing relationships through the proper, constructive handling of complaints within a reasonable timeframe, and to improve the quality of service by analysing the causes of complaints.
  2. A complaint is any written expression of dissatisfaction by or on behalf of the client directed at a lawyer at Agorax or persons working under their responsibility regarding the formation and performance of a contract for services, the quality of the service provided or the amount of the invoice, not being a complaint as referred to in section 4 of the Lawyers Act.
  3. If a client submits a complaint to Agorax, the complaint is forwarded to E.R. Mooring, LL.M., who acts as the person handling the complaint, the complaints officer. The complaints officer has the right of substitution.
  4. The complaints officer shall notify the person against whom the complaint is made of the submission of the complaint and shall give the complainant and the person against whom the complaint is made the opportunity to provide an explanation regarding the complaint.
  5. The person against whom the complaint is made shall endeavour to reach a solution together with the client, with or without the intervention of the complaints officer.
  6. The complaint will be dealt with within four weeks of receipt, or the complainant will be informed of a different timeframe, stating the deadline by which a decision on the complaint will be given. The complaints officer is responsible for the timely resolution of the complaint.
  7. The complaints officer shall inform the complainant and the person against whom the complaint has been made in writing of the decision regarding the validity of the complaint, accompanied by recommendations where appropriate.
  8. If the complaint has been resolved to the complainant’s satisfaction, a document is drawn up setting out the decision on the validity of the complaint and the resolution of the complaint. In other cases, the complainant receives a document stating the outcome of the complaint handling process. If complaints have not been resolved to the complainant’s satisfaction following handling, they may be referred to the District Court of Amsterdam.
  9. The complaints officer and the person against whom the complaint is made shall observe confidentiality during the handling of the complaint.
  10. The complainant is not required to pay any fee for the handling of the complaint by the complaints officer.
  11. The person against whom the complaint is made shall keep the complaints officer informed of any contact and a possible resolution.
  12. The complaints officer will keep the complainant informed of the progress of the complaint and will maintain a complaints file.
  13. The complaints officer will record all complaints.
  14. In the event of multiple complaints per year, the complaints officer will issue an annual report on the handling of the complaints and make recommendations to prevent new complaints, as well as to improve procedures.
  15. In the event of multiple complaints per year, the reports and recommendations are discussed at the office at least once a year and submitted for decision-making.