Complaints procedure Kienhuis Legal N.V.

Article 1. Definitions

In this office complaints policy, the following terms shall have the following meanings:

• complaint:any written expression of dissatisfaction by or on behalf of the client towards a lawyer or notary regarding the conclusion and performance of a contract for services, the quality of services or the amount of the fee, not being a complaint as referred to in section 4 of the Lawyers Act;
• lawyer:a lawyer of Kienhuis Legal N.V. and/or persons working under its responsibility;
• notary:a notary of Kienhuis Legal N.V., an added notary or a candidate notary;
• complainant:the client or client's representative making a complaint;
• complaints officer:the lawyer in charge of handling the complaint about a lawyer or the notary in charge of handling the complaint about a notary;

Article 2. Scope of application

1. These office complaint regulations apply to any contract for services between Kienhuis Legal N.V. and the client.
2. Dr. L.C.P. (Lesley) Broos, LL.M. is in charge of handling a complaint about a lawyer and M.W.L. (Matthijs) Van Rozen, LL.M. (for Enschede) and A.H. (Allard) Schuering, LL.M. (for Utrecht) are in charge of handling a complaint about a notary public in accordance with these office complaint regulations.

Article 3. Objectives

The purpose of this office complaints policy is to:

1. Establish a procedure to deal constructively with client complaints within a reasonable period of time;
2. Establish a procedure to determine the causes of client complaints;
3. Maintain and enhance existing relationships through proper complaint handling;
4. train employees in client-centered response to complaints;
5. improve service quality with complaint handling and complaint analysis.

Article 4. Information at commencement of service

1. This office complaints procedure has been made public. Kienhuis Legal N.V. informs the client before or upon entering into the contract for services that the firm has an office complaints procedure and that it applies to the services provided.
2. Complaints as referred to in Article 1 of these office complaint regulations toward an attorney that are not resolved after treatment may be submitted to the Disputes Committee for the Legal Profession.
3. Complaints as referred to in Article 1 of these office complaint regulations towards a notary public that are not resolved after treatment may be submitted to the Notary Disputes Committee.

Article 5. Internal complaint procedure

1. If a client approaches the firm with a complaint, the complaint will be directed to the appropriate complaint officer.
2. The complaints officer shall ensure registration and maintenance of the complaint file.
3. The complaint officer shall notify the person complained about of the filing of the complaint and shall give the complainant and the person complained about an opportunity to explain the complaint.
4. The lawyer/notary concerned about whom a complaint has been made and thereafter the Complaints Officer is responsible for timely handling of the complaint. The office shall settle the complaint within four weeks after receipt of the complaint or notify the complainant of deviation from this deadline with reasons, stating the period within which an opinion on the complaint will be given.
5. The complaint 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. The application of this internal grievance procedure may be terminated if a dispute on the same matter has been or is filed elsewhere.

Article 6. Confidentiality and free complaint handling

1. The complaints officer and the person complained about shall observe confidentiality in handling the complaint.
2. The complainant shall not be liable for the cost of handling the complaint.

Article 7. Entry into force

This office complaint policy shall take effect on Sept. 1, 2021, and shall apply to the handling of complaints filed on or after that date.