Complaints Procedure of Legal Consultants AZ BV

1 Organisation details

2 Definitions and scope

A complaint means any written expression of dissatisfaction about the formation or performance of an engagement, the quality of or conduct during the service, communication, administration, invoicing, case handling, or a person who carried out work under LCaz's responsibility.

A request for information, a correction request, an invoice query or a substantive difference of opinion is first treated as a routine request. When the person submitting it indicates they remain dissatisfied, or explicitly files a complaint, this procedure applies.

This procedure applies to clients and former clients of LCaz. It also applies to complaints from other directly involved persons, to the extent the complaint relates to LCaz's conduct.

3 Submitting a complaint

A complaint can be submitted by email or letter to the secretariat. For efficient handling, please state:

• –name and contact details of the complainant;
• –case or engagement number, if available;
• –name of the staff member or case handler involved;
• –a concrete description of the complaint and relevant dates;
• –the desired resolution;
• –relevant documents not yet in the case file.

The secretariat registers the complaint and, in principle, confirms receipt within two working days. If necessary information is missing, LCaz may ask for further details. The substantive handling period starts once sufficient information is available.

4 Complaints officer and independence

The complaint is handled by a director or a complaints officer appointed by LCaz who was not directly responsible for the conduct complained about. When the complaint concerns a director, or independence cannot otherwise be sufficiently guaranteed, LCaz appoints another director or an independent external professional.

The secretariat handles registration, communication and monitoring of the handling period, but does not decide on the substance of a complaint when it is itself the subject of the complaint.

5 Handling procedure

LCaz handles a complaint according to the following principles:

LCaz may propose a conversation, but the complainant is not obliged to agree to it. Any settlement is recorded in writing.

6 Possible outcomes

Depending on the facts, LCaz may, among other things:

• –declare the complaint unfounded, partly founded or founded;
• –provide information, an explanation or a correction;
• –restore a document or administrative record;
• –redo work within reasonable limits;
• –correct an invoice or propose an appropriate financial arrangement;
• –adjust internal working arrangements, security or quality measures;
• –establish that another organisation or professional is responsible.

This list does not automatically create a right to compensation, a refund or free additional services. Liability and financial claims are assessed in accordance with the engagement, the Terms and Conditions 2.0, and applicable law.

7 Complaints about an external lawyer or expert

When a client has a direct agreement with an external lawyer, notary, bailiff, expert or other independent service provider, that party handles complaints about its own work under its own complaints procedure and professional rules. LCaz provides the client with the available contact details and forwards the complaint only with consent or on another valid basis.

If the complaint also concerns LCaz's own conduct, such as selection, instruction, administration or communication, LCaz handles that part under this procedure. For a lawyer (advocaat), the firm's mandatory in-house complaints procedure also applies.

8 Costs, confidentiality and personal data

Internal complaint handling is free of charge. Each party bears its own costs for any external assistance. LCaz treats complaint information as confidential and shares it only with people who need it for the handling of the complaint, or when disclosure is legally required.

Personal data is processed for complaint handling, quality assurance, legal claims and statutory obligations. Complaint files are, in principle, retained for a maximum of two years after closure, unless they form part of a client file or are needed for longer due to a statutory obligation, an ongoing dispute or a concrete liability matter.

9 No suspension of deadlines or payment

A complaint does not suspend any statutory, objection, appeal, limitation, forfeiture or payment deadline. The undisputed part of an invoice remains payable. LCaz may agree in writing to a temporary payment arrangement or suspension; without that confirmation, the original obligation continues to apply.

10 Next steps after internal handling

When a complaint is not resolved internally, the complainant retains the rights that follow from the law and the agreement. A consumer can seek advice from the Legal Aid Desk (Juridisch Loket) or another adviser. A dispute can be brought before the court with jurisdiction under the law. When an external lawyer is involved, the complaints and disciplinary avenues of that lawyer's firm and the legal profession may also apply.

11 Registration, evaluation and amendment

LCaz records the nature, handling and outcome of complaints for quality assurance purposes. Evaluations are anonymised or aggregated where possible. LCaz may amend this procedure when the organisation, services or regulations change. The most recent version is published on the website.

About this translation

This page is an English translation of the Dutch complaints procedure, provided for information only. It has not been reviewed by a lawyer. In the event of any difference between this translation and the Dutch original, the Dutch text is legally authoritative.