Article 1 Definitions

In our corporate complaints procedure, the following terms are defined as stated below:

  • complaint: every written expression of dissatisfaction from or on behalf of the client towards the lawyer or the persons who fall under his responsibility about the conclusion and execution of a contract for services, the quality of the service provided or the extent of the fee note, not being a complaint within the meaning of paragraph 4 of the Counsel Act (Advocatenwet);
  • complainant: the client or his representative who expresses a complaint;
  • complaints officer: the lawyer charged with processing the complaint.


Article 2 Area of Application

  1. This corporate complaints procedure applies to every contract for services between Croon advocaten N.V. and the client.
  2. Every lawyer of Croon advocaten N.V. processes a complaint in accordance with the corporate complaints procedure.


Article 3 Objectives

This corporate complaints procedure serves:

  1. to document a procedure to process complaints from clients constructively within a reasonable period of time;
  2. to document a procedure to establish the causes of complaints from clients;
  3. to maintain and improve existing relationships by means of an effective complaints procedure;
  4. to train employees in responding to complaints in a customer-oriented manner;
  5. to improve the quality of the service provision by means of complaints procedure and complaints analysis.


Article 4 Information upon Start of Service Provision

  1. This corporate complaints procedure has been made public. Before entering into the contract for services, the lawyer makes the client aware of the fact that the firm applies a corporate complaints procedure and that this procedure applies to the service provision.
  2. In its general terms and conditions, Croon advocaten N.V. explains to which independent party or organisation a complaint that has not been resolved after being processed can be submitted so as to obtain a binding decision and it has announced this upon its confirmation of instruction.
  3. Complaints within the meaning of article 1 of this corporate complaints procedure that have not been resolved after having been processed will be submitted to the competent court.


Article 5 Internal Complaints Procedure

  1. If a client approaches the firm with a complaint, the complaint is forwarded to Birgit Le Haen, who acts as complaints officer.
  2. The complaints officer notifies the person against whom the complaint is made of the fact that a complaint has been submitted and gives the complainant and the person against whom a complaint is made the opportunity to provide information about the complaint.
  3. The person against whom the complaint is made and the client will try and come to a solution, with or without the intervention from the complaints officer.
  4. The complaints officers processes the complaint within four weeks of receiving it or notifies the complainant of a deviation from this term, stating the reasons, giving a term within which an opinion on the complaint will be given.
  5. The complaints officer notifies the complainant and the person against whom the complaint is made of the merits of the complaint, accompanied by recommendations or otherwise.
  6. If the complaint is processed satisfactorily, the complainant, the complaints officer and the person against whom the complaint is made sign the opinion about the merits of the complaint.


Article 6 Secrecy and Free Complaints Processing

  1. The complaints officer and the person against whom a complaint is made observe secrecy whilst the complaint is being processed.
  2. The complainant does not have to pay for the complaints processing procedure.


Article 7 Responsibilities

  1. The complaints officer is responsible for processing the complaint promptly.
  2. The person against whom a complaint is made keeps the complaints officer informed on any contact and a possible solution.
  3. The complaints officer keeps the complainant informed on the processing of the complaint.
  4. The complaints officer keeps a complaints file.


Article 8 Complaints Registration

  1. The complaints officer logs the complaint and the subject of the complaint.
  2. A complaint can be grouped into several subjects.
  3. The complaints officer regularly reports about complaints processing and makes recommendations about preventing new complaints from being made, as well as to improve procedures.
  4. At least once a year, the reports and recommendations are discussed at the firm and submitted to be decided on.