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Complaints procedure

Download the complaints procedure (PDF, in Dutch)

This is an English translation for convenience. The Dutch version is the authoritative and binding version.

This is the office complaints procedure of Prime Law. Prime Law is the trade name of Prime Law B.V. ("PL"). PL is a private limited company with its registered office in Amsterdam. This procedure describes the approach for the unlikely event that clients of PL are not entirely satisfied with the performance of the engagement entrusted to PL. The procedure is regularly brought up to date in line with the latest working methods and laws and regulations.

Article 1: definitions

Complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or the persons working under the lawyer's responsibility regarding the conclusion and performance of an engagement agreement, the quality of the services, or the amount of the invoice, not being a complaint as referred to in section 4 of the Dutch Advocates Act (Advocatenwet);

Complainant: the client or the client's representative who submits a complaint;

Complaints officer: the lawyer charged with handling the complaint.

Article 2: scope

  1. This office complaints procedure applies to every engagement agreement between PL and the client.
  2. Every lawyer of PL ensures that complaints are handled in accordance with the office complaints procedure.

Article 3: objectives

This office complaints procedure has the following objectives:

  1. to establish a procedure for handling clients' complaints constructively within a reasonable period;
  2. to establish a procedure for identifying the causes of clients' complaints;
  3. to maintain and improve existing relationships through proper complaint handling;
  4. to train staff to respond to complaints in a client-focused manner;
  5. to improve the quality of the services with the aid of complaint handling and complaint analysis.

Article 4: information at the start of the services

  1. This office complaints procedure has been made public. Before entering into the engagement agreement, the lawyer informs the client that the firm operates an office complaints procedure and that it applies to the services.
  2. In the engagement agreement, through the general terms and conditions, PL has stated to which independent party or body a complaint that has not been resolved after handling may be submitted in order to obtain a binding decision, and has made this known upon confirmation of the engagement.
  3. Complaints as referred to in Article 1 of this office complaints procedure that have not been resolved after handling are submitted to the Amsterdam District Court.

Article 5: internal complaints procedure

  1. If a client approaches the firm with a complaint, the complaint is forwarded to Mr J. de Vries, who thereby acts as complaints officer.
  2. The complaints officer notifies the person about whom the complaint has been made of the submission of the complaint and gives both the complainant and the person about whom the complaint has been made the opportunity to explain the complaint.
  3. The person about whom the complaint has been made seeks to reach a solution together with the client, whether or not through the intervention of the complaints officer.
  4. The complaints officer deals with the complaint within four weeks of receipt of the complaint or notifies the complainant, stating reasons, of any deviation from this period, indicating the period within which an opinion on the complaint will be given.
  5. The complaints officer notifies the complainant and the person about whom the complaint has been made in writing of the opinion on the merits of the complaint, whether or not accompanied by recommendations.
  6. If the complaint has been handled to satisfaction, the complainant, the complaints officer and the person about whom the complaint has been made sign the opinion on the merits of the complaint.

Article 6: confidentiality and free handling of complaints

  1. The complaints officer and the person about whom the complaint has been made observe confidentiality when handling the complaint.
  2. The complainant does not owe any fee for the costs of handling the complaint.

Article 7: responsibilities

  1. The complaints officer is responsible for the timely handling of the complaint.
  2. The person about whom the complaint has been made keeps the complaints officer informed of any contact and a possible solution.
  3. The complaints officer keeps the complainant informed of the handling of the complaint.
  4. The complaints officer maintains the complaint file.

Article 8: complaint registration

  1. The complaints officer registers the complaint together with the subject of the complaint.
  2. A complaint may be classified under several subjects.