{"id":2055,"date":"2021-05-30T13:21:11","date_gmt":"2021-05-30T13:21:11","guid":{"rendered":"https:\/\/www.skarp.law\/?page_id=2055"},"modified":"2021-06-03T11:22:37","modified_gmt":"2021-06-03T11:22:37","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/www.skarp.law\/nl\/complaints-procedure\/","title":{"rendered":"Klachtenregeling"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"2055\" class=\"elementor elementor-2055\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3a58ea99 ct-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3a58ea99\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-579ada63\" data-id=\"579ada63\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2fe25b12 elementor-widget elementor-widget-text-editor\" data-id=\"2fe25b12\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Help ons om onze diensten te verbeteren<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-622b66e6 elementor-widget elementor-widget-heading\" data-id=\"622b66e6\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-xl\">Klachtenregeling<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f7c8b96 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f7c8b96\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-527cd94\" data-id=\"527cd94\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-789f29b elementor-widget elementor-widget-spacer\" data-id=\"789f29b\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-45f4e80 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"45f4e80\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-8d6ce13\" data-id=\"8d6ce13\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e85aded elementor-widget elementor-widget-heading\" data-id=\"e85aded\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">1. Definities<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7bbb848 elementor-widget elementor-widget-text-editor\" data-id=\"7bbb848\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol><li>In deze klachtenprocedure wordt verstaan onder:<ul><li><em>klacht<\/em>: iedere schriftelijke uiting van ontevredenheid van of namens de cli\u00ebnt jegens de advocaat of personen die onder zijn verantwoordelijkheid werkzaam zijn ten aanzien van het sluiten en uitvoeren van een professionele dienstverleningsovereenkomst, de kwaliteit van de dienstverlening of de hoogte van de factuur, niet zijnde een klacht in de zin van lid 4 van de Advocatenwet;<\/li><li><em>klager<\/em>: de cli\u00ebnt of zijn\/haar vertegenwoordiger die een klacht indient;<\/li><li><em>klachtenfunctionaris<\/em>: de advocaat die belast is met de behandeling van de klacht.<\/li><\/ul><\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-20ebec3 elementor-widget elementor-widget-heading\" data-id=\"20ebec3\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">2. Toepassingsgebied<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fbf0e44 elementor-widget elementor-widget-text-editor\" data-id=\"fbf0e44\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol><li>Deze klachtenprocedure is van toepassing op alle professionele dienstverleningsovereenkomsten tussen Skarp Law en de cli\u00ebnt.<\/li><li>All lawyers of Skarp Law shall ensure that any complaint will be handled in accordance with the complaint procedure.\u00a0<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-61cbe3f elementor-widget elementor-widget-heading\" data-id=\"61cbe3f\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">3. The purpose<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0bb86e6 elementor-widget elementor-widget-text-editor\" data-id=\"0bb86e6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol><li>The purpose of this complaints procedure is:<br \/><ol type=\"a\"><li>to lay down a procedure for handling any client complaints within a reasonable period of time and in a constructive manner;<\/li><li>to lay down a procedure for determining the causes of complaints;<\/li><li>continuation and improvement of existing relationships through proper handling ofc complaints;<\/li><li>to train stadd to respond to complaints in a service-minded manner;<\/li><li>quality improvement of the services by handling and analyzing complaints.<\/li><\/ol><\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a9308e9 elementor-widget elementor-widget-heading\" data-id=\"a9308e9\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">4. Information upon commencement of services<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5d11f04 elementor-widget elementor-widget-text-editor\" data-id=\"5d11f04\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol><li>This complaints procedure has been published in <a href=\"http:\/\/www.skarp.law\/nl\/\">skarp.law<\/a>. The lawyer shall point out to the client that the law firm applies a complaints procedure and that it is applicable to the services<\/li><li>Skarp Law has set forth in its general terms and conditions to what independent party or authority an unresolved complaint may be submitted in order to obtain a binding decision.<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b0b8204 elementor-widget elementor-widget-heading\" data-id=\"b0b8204\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">5. Internal complaints procedure <\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7ec884d elementor-widget elementor-widget-text-editor\" data-id=\"7ec884d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol><li>If a client approaches the law firm with a complaint, the complaint shall be forwarded to mr. A.A. Bloemberg who shall act as complaints officer.<\/li><li>The complaints officer shall notify the person who is the subject of the complaint of the fact that the complaint has been filed and shall enable the complainant and the person who is the subject of the complaint to express their views on the complaint.<\/li><li>The person who is the subject of the complaint shall make an effort to reach a solution together with the client, whether or not after the intervention of the complaints officer.<\/li><li>The complaints officer shall handle the complaint within four weeks after receipt of the complaint or shall notify the complainant of deviation from this period, properly motivated, stating the deadline for reaching a decision on the complaint.<\/li><li>The complaints officer shall inform the complainant and the person who is the subject of the complaint in writing regarding the validity of the complaint, accompanied by recommendations or \u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/li><li>If the complaint has been handled satisfactorily, the complainant, the complaints officer as well as the person who is the subject of the complaint shall sign the decision on the validity of the complaint.\u00a0<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1b00365 elementor-widget elementor-widget-heading\" data-id=\"1b00365\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">6. Non-disclosure and free handling of the complaint <\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7a2e7e7 elementor-widget elementor-widget-text-editor\" data-id=\"7a2e7e7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol><li>The complaints officer and the person who is the subject of the complaint shall observe confidentiality regarding the handling of the complaint.<\/li><li>The complainant does not owe any fee for handling of the complaint.<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-55fb643 elementor-widget elementor-widget-heading\" data-id=\"55fb643\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">7. Responsibilities <\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a919ac8 elementor-widget elementor-widget-text-editor\" data-id=\"a919ac8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol><li>The complaints officer is responsible for a punctual handling of the complaint.<\/li><li>The person who is the subject of the complaint shall keep the complaints officer informed regarding any contact and a possible solution. \u00a0<\/li><li>The complaints officer shall inform the complainant regarding the handling of the complaint.<\/li><li>The complaints officer shall keep the complaint file up to date.<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-54d377d elementor-widget elementor-widget-heading\" data-id=\"54d377d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">8. Complaint registration  <\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-087e3f3 elementor-widget elementor-widget-text-editor\" data-id=\"087e3f3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol><li>The complaint officer shall register the complaint including its subject matter.<\/li><li>A complaint may be subdivided into several subject.<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d4a6f5c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d4a6f5c\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-53616a8\" data-id=\"53616a8\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d71f8ca elementor-widget elementor-widget-spacer\" data-id=\"d71f8ca\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Help us improve Complaints Procedure 1. Definitions In this complaints procedure the following definitions apply: complaint: any written expression of dissatisfaction of or on behalf of the client towards the lawyer or persons working under his\/her responsibility regarding the conclusion and performance of a professional services agreement, the quality of the services or the amount 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This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaints Procedure - Skarp Law<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.skarp.law\/nl\/complaints-procedure\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints Procedure - Skarp Law\" \/>\n<meta property=\"og:description\" content=\"Help us improve Complaints Procedure 1. 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