Complaints and disputes procedure for Galatea Advocaten

(version 2018)

Pursuant to Rule 6.28 of the Ordinance on the Legal Profession, lawyers are obliged to have a complaints and disputes procedure in place. Complaints are resolved as much as possible in mutual consultation with the client. If a solution is not possible, the client can file a complaint with the dean of the Bar Association in the district where the lawyer of Galatea is located (see stationary and / or website).

  • Article 1. Definitions
    The following definitions apply in this complaints procedure:
    • Complaint: any written expression of dissatisfaction on the part of or on behalf of the client towards the lawyer or the persons working under his responsibility regarding the establishment and execution of an assignment agreement, the quality of the service or the amount of the invoice, not being a complaint as referred to in paragraph 4 of the Lawyers Act;
    • Complainant: the client or his representative who makes a complaint known;
    • Complaints officer: the lawyer who is charged with handling the complaint.
  • Article 2. Scope of application
    1. This office complaints procedure applies to every assignment agreement between Galatea and the client.
    2. Every lawyer from Galatea is responsible for handling complaints in accordance with the office complaints procedure.
  • Article 3. Objectives
    • The purpose of this complaints procedure is:
    • establishing a procedure to deal with complaints from clients in a constructive manner within a reasonable period of time;
    • establishing a procedure to determine the causes of client complaints;
    • maintaining and improving existing relationships through proper complaint handling;
    • train employees in responding to complaints in a client-oriented manner;
    • improving the quality of services through complaint handling and complaint analysis.
  • Article 4. Information at the start of the service
    • This office complaints procedure has been made public. Before entering into the assignment agreement, the lawyer informs the client that the firm uses an office complaints procedure and that it applies to the service.
    • Complaints as referred to in Article 1 of this complaints procedure that have not been resolved after processing will be submitted to arbitration.
  • Article 5. Internal complaint procedure
    • If a client approaches the office with a complaint, the client and the person who is the subject of the complaint are given the opportunity to provide an explanation of the complaint.
    • The person complained about tries to find a solution together with the complainant.
    • The complaint will be dealt with within four weeks of receiving the complaint or the complainant will be informed of the reasons for deviating from this period, stating the period within which an opinion on the complaint will be given.
    • The complainant will be informed in writing of the opinion on the merits of the complaint, whether or not accompanied by recommendations.
    • If the complaint has been settled satisfactorily, the complainant and the person who is the subject of the complaint will sign the opinion on the merits of the complaint.
  • Article 6. Confidentiality and free complaint handling
    • Confidentiality is observed when handling complaints.
    • The complainant does not owe any reimbursement for the costs of handling the complaint.
  • Article 7. Complaint registration
    • The complaint is registered with the complaint subject.
    • A complaint can be divided into several subjects.
    • A complaint file is kept.