WSNP Complaint Regulations

1. Definitions

Complaints Officer

The person, other than an administrator against whom the complaint is directed, to whom the handling of the complaint has been transferred.

Chief Judge

The member of the court appointed by the court as such in the debtor's legal debt restructuring.

Administrator

The administrator appointed by the court as such in the debtor's legal debt restructuring.

Complainant

A natural or legal person, who stands in relation to the administrator as a creditor, debtor or other interested party in a legal debt restructuring scheme in which the administrator is appointed.

Legal Aid Board

The body that secondarily handles complaints regarding the conduct of administrators.

2. The internal complaint procedure

1. When a complainant approaches our office in any way with a complaint, the administrator concerned will be notified.

2. When a complainant files a complaint with the administrator concerned, that administrator shall notify the Complaints Officer.

3. The administrator concerned shall try to reach a solution together with the complainant, whether or not after consulting the complaints officer. The Complaints Officer shall in any case be involved in the handling of the complaint if the complainant so wishes. The administrator concerned shall keep the Complaints Officer informed of the handling of the complaint.

4. The administrator concerned or the Complaints Officer, respectively, shall ensure proper handling of the complaint in compliance with these Regulations.

5. The decision on the complaint will be communicated to the complainant in writing.

6. If in contact with the complainant the complaint is not settled to the complainant's satisfaction, the matter may be referred by the complainant to:

- the magistrate judge if the complaint relates to the substantive handling of the case;

- the Legal Aid Board if the complaint relates to the conduct of the administrator. In principle, the complaint should be submitted to the Legal Aid Board within 12 months after the complaint was known to the complainant.

3. Responsibilities

1. The administrator concerned and the complaints officer are responsible for handling and resolving complaints.

2. The complaint officer is responsible for ensuring that a complaint registration form is completed in full.

3. The complaint must be settled in writing by the office within 6 weeks after the complaint is available.

4. The complaint officer will provide a response to the complainant.

The relevant magistrate judge can be found at:https://insolventies.rechtspraak.nl/#!

For the Legal Aid Board see:Complaints procedure Wsnp administrator - Council for Legal Aid