Complaints Procedure Rules
Article 1 Definitions
In these complaints procedure rules, the following definitions apply:
- complaint: any reasonably identifiable, oral or written expression of dissatisfaction with
the services provided by the lawyer, made by or on behalf of the client;
- Complainant: the client or his representative that reports a complaint;
- Complaints Officer: the lawyer entrusted with the handling of the complaint;
Article 2 Scope
- These complaints procedure rules apply to every contract for professional services
(overeenkomst van opdracht) between OSK and the client.
- Each lawyer at OSK shall ensure that complaints are handled in accordance with the
complaints procedure rules.
Article 3 Objectives
The objectives of these complaints procedure rules are
a. to lay down a procedure for the constructive handling of client complaints within a
reasonable period of time;
b. to lay down a procedure for determining the causes of client complaints;
c. maintaining and improving existing relationships through proper complaint handling;
d. training employees in client-focused response to complaints;
e. improving the quality of service provision by means of complaint management and
Article 4 Information at the start of services
- These complaints procedure rules are made public. Before entering into a contract for
professional services, the lawyer shall inform the client that the firm has complaints
procedure rules and that they apply to the services provided.
- OSK has included in the General Terms and Conditions the independent party or body
to which a complaint that has not been resolved after treatment may be submitted for a
binding ruling and has made this known in the engagement letter.
- Complaints as referred to in Article 1 of these complaints procedure rules that are
unresolved after treatment shall be submitted to the Disputes Committee for the Legal
Profession (Geschillencommissie Advocatuur).
Article 5 Internal complaint procedure
- If a client approaches the firm with a complaint, the complaint will be forwarded to, who
thereby acts as a complaints officer. If the complaint is directed against the complaints
officer, it will be forwarded to mr. G.J. van Oosten, who will act as substitute complaints
- The complaints officer shall notify the person complained about of the filing of the
complaint and shall give the complainant and the person complained about the
opportunity to explain the complaint.
- The person complained about shall attempt to reach a solution together with the client,
whether or not after intervention by the complaints officer.
- The complaints officer will deal with the complaint within four weeks of receiving it, or
will notify the complainant, giving reasons, if this term is not observed and stating the
term within which a decision will be made on the complaint.
- The complaints officer shall inform the complainant and the person about whom the
complaint has been made in writing of the decision on the merits of the complaint,
whether or not accompanied by recommendations.
- If the complaint has been dealt with satisfactorily, the complainant, the complaints
officer and the person about whom the complaint was made shall sign the opinion on
the merits of the complaint.
Article 6 Confidentiality and free complaint handling
- The complaints officer and the person about whom the complaint has been made shall
observe secrecy during the handling of the complaint.
- The complainant is not liable to pay any compensation for the costs of handling the
Article 7 Responsibilities
- The complaints officer is responsible for the timely handling of the complaint.
- The person about whom the complaint has been made shall keep the complaints officer
informed about any contact and a possible solution.
- The complaint officer shall keep the complainant informed about the handling of the
- The complaints officer keeps the complaint file up to date.
Article 8 Registration of complaints
- The complaints officer registers the complaint and the subject of the complaint.
- A complaint may be divided into several subjects.
- The complaints officer shall periodically report on the handling of complaints and make
recommendations for the prevention of new complaints, as well as for the improvement
- At least once a year, the reports and recommendations shall be discussed at the office
and presented for decision.