Office Complaints Procedure

Article 1 – Definitions

For the purposes of this office complaints procedure, the following definitions apply:

a. complaint: any written expression of dissatisfaction by or on behalf of the client directed at Van Leeuwen Advocatuur & Legal or a person working under the responsibility of Van Leeuwen Advocatuur & Legal, concerning the formation or performance of an agreement for services, the quality of the services or the amount of the invoice, excluding a complaint as referred to in Section 4 of the Dutch Legal Profession Act;

b. complainant: the client or their representative who submits a complaint; and

c. complaints officer: the external lawyer responsible for handling the complaint.

Article 2 – Scope

1. This office complaints procedure applies to every agreement for services between Van Leeuwen Advocatuur & Legal and the client, provided that the statutory and professional obligations applicable to lawyers apply exclusively to services provided in the capacity of a lawyer.
2. Van Leeuwen Advocatuur & Legal shall ensure that complaints are handled in accordance with these office complaints procedure.

Article 3 – Objectives

The purpose of this firm complaints procedure is to:

1. establishing a procedure for handling client complaints constructively within a reasonable period;
2. identifying the causes of client complaints;
3. maintaining and improving existing relationships through effective complaint handling;
4. promoting a client-focused approach to responding to complaints; and
5. improving the quality of the services provided through complaint handling and complaint analysis.

Article 4 – Information at the start of the services

1. This firm complaints procedure has been made public by publication on the Van Leeuwen Advocatuur & Legal website.
2. Before entering into the engagement agreement, Van Leeuwen Advocatuur & Legal informs the client that it has a firm complaints procedure and that this procedure applies to its services.
3. Van Leeuwen Advocatuur & Legal has stipulated in its general terms and conditions that a complaint that remains unresolved after being handled may be submitted to the Amsterdam District Court.

Article 5 – Internal complaints procedure

1. If a client contacts Van Leeuwen Advocatuur & Legal with a complaint, it will be promptly referred to J.M. van Emst, lawyer at Van Emst Legal B.V., who will act as the complaints officer.
2. The complaints officer shall notify the person complained about that a complaint has been submitted and shall give both the complainant and the person complained about the opportunity to provide an explanation of the complaint.
3. The person complained about shall endeavour to resolve the complaint together with the complainant and the person complained about, with or without the involvement of the complaints officer.
4. The complaints officer handles the complaint within four weeks of receiving it. If the complaint cannot be handled within four weeks, the complaints officer will notify the complainant and the person against whom the complaint was made in writing, with reasons, before this period expires. The notice will also state the period within which a decision on the complaint will be given.
5. The complaints officer shall notify the complainant and the person complained about in writing, giving reasons, of the decision on whether the complaint is well-founded, with or without recommendations.

Article 6 – Confidentiality and free complaint handling

1. The complaints officer and the person complained about shall observe the duty of confidentiality applicable to lawyers when handling the complaint.
2. The complainant shall not be charged for the costs of handling the complaint.

Article 7 – Responsibilities

1. The complaints officer is responsible for handling the complaint in a timely manner.
2. The person complained about shall keep the complaints officer informed of any contact with the complainant and of any possible resolution of the complaint.
3. The complaints officer keeps the complainant informed of the progress of the handling of the complaint.
4. The complaints officer shall maintain the complaint file.

Article 8 – Complaint registration and evaluation

1. The complaints officer registers each complaint received, specifying its subject.
2. A complaint may concern several subjects and may accordingly be registered under more than one subject.
3. The complaints officer shall periodically report on the handling of complaints and, where appropriate, make recommendations to prevent new complaints and improve services and office procedures.
4. At least once a year, the registered complaints and any recommendations shall be reviewed with a view to improving the quality of the services.

These office complaints procedure rules take effect on 2 November 2026.