Complaints procedure - Vastmans Advocatuur

1. Complaint

In this complaints procedure, the following terms are defined as:

- Complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or any persons working under their responsibility concerning the formation and execution of an engagement agreement, the quality of the services provided, or the amount of the invoice, excluding a complaint as referred to in Section 4 of the Dutch Attorneys Act (Advocatenwet).

- Complainant: the client or their representative who submits a complaint.

-Complaints Officer: the lawyer responsible for handling the complaint.

2. Scope of Application

1. This complaints procedure applies to every engagement agreement between the client and Vastmans Praktijk B.V., operating under the name Vastmans Advocatuur, established in Gorinchem and registered with the Chamber of Commerce under number 99656957.

2. Vastmans Advocatuur ensures that complaints are handled in accordance with this complaints procedure.

3. Objectives

The objectives of this complaints procedure are:

a. To establish a procedure for handling client complaints constructively and within a reasonable period of time.

b. To establish a procedure for identifying the causes of client complaints.

c. To maintain and improve existing relationships through proper complaint handling.

d. To train persons working at Vastmans Advocatuur in responding to complaints in a client-oriented manner.

e. To improve the quality of services through complaint handling and complaint analysis.

4. Information at the Start of Services

1. This complaints procedure has been published on www.vastmansadvocatuur.nl. Before entering into an engagement agreement, the lawyer informs the client that the firm applies a complaints procedure and that it applies to the services provided.

2. Complaints as referred to in Article 1 of this office complaints procedure that are not resolved after internal handling may be submitted to the Geschillencommissie Advocatuur (Disputes Committee for the Legal Profession).

5. Complaints Procedure

1. If a client approaches the firm with a complaint, the complaint will be forwarded to Mr. M.J. Noteboom and/or Mr. J.H. Huybens, attorneys in Gorinchem, who will act as Complaints Officer. In the event of absence, incapacity, or compelling reasons, Vastmans Advocatuur may appoint another Complaints Officer where appropriate.

2. The Complaints Officer informs the person against whom the complaint has been made of the submission of the complaint and gives both the complainant and the person concerned the opportunity to provide an explanation.

3. The person against whom the complaint has been made will attempt to reach a solution together with the client, whether or not with the intervention of the Complaints Officer.

4. The Complaints Officer will handle the complaint within four weeks of receipt or will inform the complainant, stating reasons, of any deviation from this term and indicate the period within which an opinion on the complaint will be given.

5. The Complaints Officer will notify the complainant and the person against whom the complaint has been made in writing of the decision regarding the validity of the complaint, whether or not accompanied by recommendations.

6. If the complaint has been resolved to the satisfaction of the parties, the complainant, the Complaints Officer, and the person against whom the complaint has been made will sign the decision regarding the validity of the complaint.

7. Unless agreed otherwise, only complaints formulated in the Dutch language will be taken into consideration. The handling of complaints will also take place exclusively in the Dutch language.

6. Confidentiality and Free of Charge Handling

1. The Complaints Officer and the lawyer against whom the complaint has been made shall observe confidentiality during the handling of the complaint.

2. The client does not owe any fee for the costs of handling the complaint.

7. Responsibilities

1. The Complaints Officer is responsible for the handling and resolution of complaints.

2. The person against whom the complaint has been made shall keep the Complaints Officer informed of any contact and any possible solution.

3. The Complaints Officer shall keep the client informed of the handling of the complaint.

4. The Complaints Officer shall maintain the complaint file.

8. Complaint Registration

1. The Complaints Officer registers the complaint, including the subject of the complaint.

2. A complaint may be classified under multiple subjects.

3. The Complaints Officer periodically reports on the handling of complaints and makes recommendations to prevent new complaints and improve procedures.

4. At least once a year, the reports and recommendations are discussed within the firm and submitted for decision-making.