Article 1 definitions
In this complaint procedure, the following terms shall have the following meanings:
– complaint: any written expression of dissatisfaction by or on behalf of the client toward the lawyer or the persons working under his responsibility on the establishment and implementation
of a commission contract, the quality of service or the amount of the
billing, not being a complaint under section 4 of the Lawyers Act;
– complainant: the client or client’s representative making a complaint;
– complaints officer: mr. R. van den Berg Jeths.

Article 2 scope of application
1. This complaint procedure applies to any contract of assignment between
Berg Jeths Attorneys at Law and the client.
2. Every lawyer of Berg Jeths Advocaten takes care of complaint handling in accordance with complaints procedure.

Article 3 objectives
The purpose of this office complaint policy is to:
a. Establishing a procedure to resolve client complaints within a reasonable period of time. deal constructively;
b. establishing a procedure for determining the causes of client complaints;
c. maintain and improve existing relationships through proper complaint handling;
d. train employees in client-centered response to complaints;
e. improving service quality through complaint handling and complaint analysis.

Article 4 information at start of service
1. This complaint procedure has been made public. Before entering into
of the engagement agreement that the firm maintains a complaint procedure and
That it applies to the provision of services.
2. Berg Jeths Advocaten has included through the general terms and conditions to which independent party or body a complaint that has not been resolved after treatment can be submitted to obtain a binding decision and has made this known at the time of order confirmation.
3. Complaints as referred to in article 1 of this complaint procedure that after treatment are not resolved are submitted to the competent court of the district Oost-Brabant.

Article 5 internal complaint procedure
1. If a client approaches the firm with a complaint, the complaint will be directed to Mr. R. van den Berg Jeths, who thereby acts as complaints officer.
2. The complaints officer shall notify the person complained about of the filing of the complaint
and gives the complainant and the person complained about an opportunity to present an explanation of the complaint.
3. The person about whom a complaint has been made shall attempt to reach a solution with the client whether or not after intervention of the complaints officer.
4. The complaint officer shall settle the complaint within four weeks of receiving the complaint or shall communicating with reasons to the complainant about deviation from this deadline with
indication of the time frame within which an opinion on the complaint will, however, be issued.
5. The complaints officer shall notify the complainant and the person complained about in writing
of the opinion 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 the opinion on the merits of the complaint.

Article 6 confidentiality and free complaint handling
1. The complaint officer and the person about whom a complaint has been made shall, in handling the complaint, takeconfidentiality.
2. The complainant is not liable to pay any fee for the cost of handling the complaint.

Article 7 responsibilities
1. The complaint officer is responsible for the timely resolution of the complaint.
2. The person complained about shall keep the complaint officer informed of any contact
and a possible solution.
3. The complaint officer shall keep the complainant informed about the resolution of the complaint. 4. The complaint officer shall maintain the complaint file.

Article 8 complaint registration
1. The complaint officer records the complaint along with the complaint subject. 2. A complaint may be divided into several topics.