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Every year we are in the top 3 of the best law firms in the Netherlands in the field of client satisfaction.

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Home > Complaints procedure

Complaintsprocedure Kroes Advocaten Immigration Lawyers
  1. Definition
    1. Complaint
      Any expression of dissatisfaction, whether oral or written, that can reasonably be regarded as such, regarding the services provided by the lawyer, made known by or on behalf of the client.
    2. complainant
      The client or his/her representative who makes a complaint.
    3. complaints procedurede
      Procedure used at the office for handling complaints.
    4. complaints procedure
      This document, being the written record of the complaints procedure used at the office.
    5. complaints officer
      Person, other than the lawyer against whom the complaint is directed, to whom the handling of the complaint has been transferred.
    6. complaint registration form
      Internal form to be used for implementing the procedure laid down in the complaints procedure.
  2. Objectives
    The objectives of the complaints procedure are

    1. establishing a procedure to handle client complaints constructively within a reasonable timeframe
    2. establishing a procedure to determine the causes of client complaints.
    3. maintaining and improving existing relationships through effective complaint handling.
    4. train employees to respond to complaints in a client-focused manner.
    5. of the quality of service provision through complaint handling and complaint analysis.
  3. Informing the client
    The lawyer

    1. points out to the client that the office has a complaints procedure.
  4. The internal complaints procedure
    1. If a client approaches the office in any way with a complaint, the lawyer involved must be informed.
    2. The lawyer involved will attempt to find a solution together with the client, with or without consultation of the complaints officer.
    3. The lawyer involved or the complaints officer, respectively, shall ensure that the complaint is handled properly, in accordance with these complaints regulations.
    4. Confidentiality must be guaranteed under all circumstances.
    5. The decision on the complaint will be communicated to the client.
  5. Registration and classification of the complaint
    1. All complaints are registered according to the complaint registration form
    2. The complaints officer registers and classifies the complaint
      The complaint is classified - according to the method of submission as
      A. oral
      B. in writing
      - according to the nature of the complaint according to the categories below
      I. Complaints about the working methods of/treatment by the lawyer
      III. Complaints about legal and substantive aspects of the services provided
      III. Complaints about financial aspects of the services provided
      IV. Complaints about practice management in general
    3. A complaint can be classified into several classes.
    4. If the complaint has been resolved satisfactorily, the lawyer involved and the complaints officer will sign the Complaints Registration Form.
  6. Responsibilities
    1. The lawyer involved and then the complaints officer are responsible for handling and processing the complaints.
    2. The complaints officer is responsible for fully completing the complaints registration form.
    3. The lawyer involved will keep the complaints officer informed of the further handling of the complaint.
    4. The complaint must be handled in writing by the office within four weeks.
    5. The complaints officer will ensure a response to the complainant.
    6. The complaints officer maintains the complaints file.
  7. Analysis of the complaints
    1. The complaint registration forms are collected from the complaints officer after the complaint has been handled.
    2. The complaints officer shall periodically report on the handling of complaints.
    3. The complaints officer processes the data and makes an annual analysis.
    4. The complaints officer also makes recommendations to prevent new complaints and to improve procedures.
  8. Discuss internally
    1. Once a year, the complaints data are discussed at the office on the basis of an analysis.
    2. Improvement measures are prepared and planned.
    3. The complaints officer is responsible for preparing this meeting and making an analysis.
  9. Preventive action
    1. Based on the annual analysis by the complaints officer, the office decides on the preventive measures to be taken to improve the quality of service.
    2. The measures to be taken are presented together with the analysis at the office meeting.