Complaint Resolution

Our office will make every effort to provide you with the best possible service. Nevertheless, you may not be completely satisfied with some aspect of our service.If you are not completely satisfied with the quality of our service or billing, please present your concerns to your own attorney first. If you cannot reach a solution with him/her, you can submit your complaint to our complaints officer Mr. J.H. Mastenbroek or his deputy if the complaint concerns him/her.The complaint will be handled according to our internal complaint procedure. These can be viewed below.In consultation with you, we will try to find a solution to the arising problem as soon as possible. We will always confirm this solution to you in writing. Office Complaints Procedure Bout Advocaten Article 1 definitionsIn this office complaint procedure, the following terms shall have the following meanings:

• complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or the persons working under his responsibility regarding the conclusion and execution of a contract for services, the quality of the services or the amount of the fee, not being a complaint as referred to in section 4 of the Lawyers Act;
• Complainant: the client or client’s representative making a complaint;
• Complaint Officer means the attorney charged with handling the complaint;

 Article 2 scope of application

1. This office complaint procedure shall apply to any engagement agreement between Bout Advocaten and the client.
2. Each Bout Advocaten attorney shall ensure complaint handling in accordance with the office complaint procedure.

 Article 3 objectivesThe purpose of this office complaint policy is to:

1. Establishing a procedure to deal constructively with client complaints within a reasonable period of time;
2. Establishing a procedure to determine the causes of client complaints;
3. improving service quality with complaint handling and complaint analysis.

 Article 4 information at start of service

1. This office complaint procedure is publicly posted on Bout Advocaten’s website. Prior to entering into the engagement agreement, the attorney shall inform the client that the firm has an office complaint procedure and that it applies to the services provided….
2. A complaint as referred to in article 1 of this office complaint scheme that is not resolved after treatment may be submitted to the competent Dutch civil court for a binding decision

 Article 5 internal complaint procedure

1. If a client approaches the firm with a complaint, the complaint will be directed to mr. J.H. Mastenbroek, who thus acts as complaints officer. In the event a complaint is directed against mr. J.H. Mastenbroek will be mr. G.M. Tiddens acting as complaints officer.
2. The complaint officer shall notify the person complained about of the filing of the complaint and shall give the complainant and the person complained about an opportunity to explain the complaint.
3. The person about whom a complaint has been made tries to reach a solution together with the client whether or not after the intervention of the complaints officer.
4. The Complaints Officer shall settle the complaint within four weeks of receiving the complaint or shall notify the complainant of any deviation from this deadline with reasons, stating the period within which an opinion on the complaint will be given.
5. The complaint officer shall notify the complainant and the person complained about in writing of the verdict on the merits of the complaint, whether or not accompanied by recommendations.
6. If the complaint is settled satisfactorily, the complainant, the complaint officer and the person complained about sign the judgment on the merits of the complaint.

 Article 6 confidentiality and free complaint handling

1. The complaints officer and the person complained about 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 timely resolution of the complaint.
2. The person complained about will keep the complaint officer informed about any contact and possible resolution.
3. The complaint officer will keep the complainant informed about the resolution of the complaint.
4. The complaint officer maintains the complaint file.

 Article 8 complaint registration

1. The complaint officer records the complaint along with the complaint subject.
2. A complaint can be divided into several topics.