Complaints and Disputes Rules

Our services are subject to the Complaints and Disputes Rules for the Legal Profession. The model developed by the General Council forms the guidelines for our complaints procedure.

Our internal complaints procedure

If you are dissatisfied about the quality of our service or the fee level, you can submit an objection in the first instance to your lawyer. You must file your objection within three months of the time you became aware of the action or omission which gave rise to your complaint, or in such a time that you could reasonably have been aware of this.

Within four weeks

Our office will always confirm in writing a solution to the problem that has arisen within four weeks of receiving the complaint. If you believe that our office has failed to deal with your objections satisfactorily, you can lodge a complaint to the Disputes Committee for the Legal Profession. This is also your point of contact if our office has not dealt with your objections in writing within four weeks of submission.

Disputes Committee for the Legal Profession

In order to submit a dispute to the Committee, you must complete the questionnaire from the Disputes Committee for the Legal Profession and send it to the Committee. Please use the questionnaire to indicate not only what your complaints are, but also what your proposal is in terms of a solution. The Committee will deal with the case in accordance with the Disputes Committee for the Legal Profession. Using a check list you can determine for yourself whether the Committee is able to deal with your complaint.

Further information

You can submit your complaint to the Disputes Committee for the Legal Profession up to twelve months after a written response from our office. After this time this option will lapse. The check list, the questionnaire, and the rules can be found on the website www.geschillencommissie.nl. You can also contact the secretarial office of the Disputes Committee for the Legal Profession, Postbus 90600, 2509 LP The Hague. Telephone +31 (0) 70 310 53 10.

Ruling

The Disputes Committee for the Legal Profession gives its verdict in the form of an arbitral award or in the form of binding advice. The latter applies solely to private clients, if they express a preference for such. The Disputes Committee for the Legal Profession is competent to decide on complaints about the quality of the service by the lawyer and the fee level. You might also be entitled to compensation. The Disputes Committee for the Legal Profession is competent to decide on compensation claims up to a maximum amount of €10,000. Higher compensation claims can also be submitted to the Disputes Committee for the Legal Profession if you limit the amount of the claim to a maximum of €10,000 and if you explicitly renounce the surplus.

Our office can submit unpaid invoices to the Disputes Committee for the Legal Profession. The Disputes Committee for the Legal Profession shall deal with the case in accordance with the Disputes Committee for the Legal Profession rules in force at the time that the complaint is submitted to the Disputes Committee for the Legal Profession. It is not possible to appeal against a decision of the Disputes Committee for the Legal Profession.