Office Complaints procedure

Version 2025

1. Definitions
In this Office Complaints Procedure, the terms used shall be understood to mean:
(a) Legista Legal: Legista Advocatuur B.V.
(b) Complaint: any written expression of dissatisfaction by or on behalf of a client of Legista Legal, related to a lawyer or persons working under the lawyer’s responsibility regarding the formation and/or performance of a services contract, the quality of the services provided, or the amount of the invoice, not being a disciplinary complaint as referred to in paragraph 4 of the Dutch Lawyers Act (Advocatenwet);
(c) Complainant: the client or its representative who submits a complaint;
(d) Complaints officer: the lawyer responsible for handling the complaint.

2. Scope of application
2.1 This Office Complaints Procedure applies to every contract for services between Legista Legal and its clients.
2.2 Every lawyer at Legista Legal is responsible for handling complaints in accordance with this Office Complaints Procedure. Each complaint shall be forwarded to the complaints officer (see 5.1 below).

3. Objectives
3.1 The objectives of this Office Complaints Procedure are:
(a) to establish a procedure for handling client complaints in a constructive manner within a reasonable period;
(b) to establish a procedure for identifying the causes of client complaints;
(c) to preserve and improve existing relationships through effective complaints management;
(d) to train employees, where applicable, in client-focused complaint handling;
(e) to improve the quality of services through complaint handling and complaint analysis.

4. Information at the commencement of services
4.1 This Office Complaints Procedure is published on the Legista website (legistalegal.nl). Prior to entering into a services contract, Legista Legal informs the client that the office has a complaints procedure in place and that it applies to the services.
4.2 Complaints that remain unresolved after their handling by Legista Legal shall be submitted to the District Court Midden-Nederland in Utrecht, the Netherlands.

5. Internal complaint procedure
5.1 Mr B. Braat (bit.legal) acts as complaints officer.
5.2 The complaints officer notifies the person about whom the complaint has been made of the filing of the complaint and offers both the complainant and that person the opportunity to provide an explanation.
5.3 The person about whom the complaint has been made shall attempt to reach a solution with the complainant, whether or not with the intervention of the complaints officer.
5.4 The complaints officer shall handle the complaint within four weeks of receipt of the complaint, or shall inform the complainant (substantiated) of any deviation from this period, specifying the time within which an assessment of the complaint will be provided.
5.5 The complaints officer shall inform both the complainant and the person about whom the complaint has been made in writing of the assessment regarding the merits of the complaint, with or without recommendations.
5.6 If the complaint has been resolved satisfactorily, the complainant, the complaints officer and the person about whom the complaint has been made shall sign the assessment regarding the merits of the complaint.

6. Confidentiality and cost-free complaint handling
6.1 The complaints officer and the person about whom the complaint has been made shall observe confidentiality in handling the complaint.
6.2 The complainant does not owe any fee for the handling of the complaint.

7. Responsibilities
7.1 The complaints officer is responsible for the timely handling of the complaint.
7.2 The person about whom the complaint has been made shall keep the complaints officer informed of any contact and any possible solution.
7.3 The complaints officer shall keep the complainant informed regarding the progress of the complaint handling.
7.4 The complaints officer maintains the complaint file.

8. Complaint registration
8.1 The complaints officer registers the complaint and the subject matter of the complaint.
8.2 A complaint may be classified under more than one subject matter.
8.3 The complaints officer periodically reports on the handling of complaints and considers changes within the organisation or otherwise to prevent new complaints and to improve procedures.
8.4 At least once a year, the reports are evaluated and any consequences may be attached thereto.