Complaint Procedure

You can find Advopro’s complaints procedure below. If you wish to use the complaints procedure, please click here.

Article 1 – Definitions

In this office complaint scheme, the following definitions shall apply:

• 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 an agreement for services, the quality of the services provided 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 making a complaint;
• complaints officer: the lawyer in charge of handling the complaint;

Article 2 – Applicability

1. These office complaint regulations apply to any assignment agreement between Advopro and the client.
2. The lawyer shall ensure complaint handling in accordance with the office complaint scheme.

Article 3 – Purpose

The purpose of this office complaint scheme is to:

1. Establishing a procedure to deal constructively with client complaints within a reasonable period of time;
2. Establishing a procedure to identify the causes of client complaints;
3. maintaining and improving existing relationships through proper complaint handling;
4. train staff in client-centred response to complaints;
5. Improving service quality through complaint handling and complaint analysis.

Article 4 – Information at the start of our Service

1. This office complaint scheme has been made public. Before entering into the contract of engagement, the lawyer informs the client that the firm has an office complaints procedure and that it applies to the services provided.
2. Mr. Lode Eymael has included in the general terms and conditions the independent party or body to which a complaint that is not resolved after treatment can be submitted to obtain a binding decision and has made this known at the time of the engagement confirmation.
3. Complaints as referred to in Article 1 of these office complaint regulations that are not resolved after being dealt with will be submitted to the District Court of Limburg, seat Maastricht.

Article 5 – External procedure

1. If a client approaches the firm with a complaint, the complaint is taken up by Ms Elina Blaauboer, who thus acts as external complaints officer.
2. The complaints commissioner tries to reach a solution together with the client.
3. The complaints officer shall settle the complaint within four weeks of receiving the complaint or notify the complainant of any deviation from this deadline, stating the time limit within which an opinion on the complaint will be given.
4. The complaints officer shall inform the complainant in writing of the opinion on the merits of the complaint, whether or not accompanied by recommendations.
5. If the complaint is settled satisfactorily, the complainant and the complaints officer sign the judgment on the merits of the complaint.

Article 6 confidentiality and free complaint handling

1. The complaints officer shall observe confidentiality when handling complaints.
2. The complainant is not liable to pay any compensation for the costs of handling the complaint.

Article 7 – Responsibilities

1. The complaints officer is responsible for the timely resolution of the complaint.
2. The complaints officer will keep the complainant informed about the handling of the complaint.
3. The complaints officer maintains the complaint file.

Article 8 – Complaint registration

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