Dissatisfied with our service?
Our firm will do everything we can to provide you with the highest possible level of service. Despite this, it can occasionally happen that a client is dissatisfied with a particular aspect of our service. Here we explain what you can do if such a situation arises.
Our internal complaints procedure
In the event that you are dissatisfied with the quality of the service you receive or with an invoice, we request that you begin by referring your complaint to your own lawyer. Working in consultation with you, we will attempt to find a solution as quickly as possible. We always provide clients with written confirmation of the nature of the solution.
In the event that this consultation procedure does not, in your opinion, result in a satisfactory outcome, you can submit a complaint to the Dispute Resolution Committee for the Legal Profession (“Geschillencommissie Advocatuur”). You may only do so after you have submitted a complaint to us or if we have failed to respond to your complaint in writing within four weeks of the date of the submission of your complaint.
Dispute Resolution Committee for the Legal Profession
Our firm is affiliated with the Dispute Resolution Committee for the Legal Profession (“Geschillencommissie Advocatuur”). This Dispute Resolution Committee was established on 1 June 1999 and falls under the Foundation of Dispute Resolution Committees for consumer affairs (“SGC”) and for the professions and business (“SGB”) in the Hague, the Netherlands.
Complaints may be submitted to the Dispute Resolution Committee for the Legal Profession up until 12 months after the date of the written response from our firm.
The Dispute Resolution Committee makes decisions in the form of arbitral judgements on behalf of commercial clients, or in the form of binding advice in cases where a dispute is submitted by a private client.
The Dispute Resolution Committee is authorised to pass judgement with respect to complaints concerning the quality of the service provided by the lawyer and the amount of the invoice. In addition you may be of the opinion that you are entitled to compensation of damages. The Dispute Resolution Committee is also authorised to pass judgement with respect to damage claims, up to a maximum amount of 10,000 euros. Larger damage claims can only be submitted when the claimant explicitly limits the claim to a maximum of 10,000 euros, and when the remainder of the claim is waived in writing.
Our law firm may refer unpaid invoices for collection to the Dispute Resolution Committee.
The Dispute Resolution Committee for the Legal Profession conducts cases in accordance with the Regulations of the Dispute Resolution Committee for the Legal Profession (“Reglement Geschillencommissie Advocatuur”), which apply at the moment that a complaint is submitted to the Dispute Resolution Committee. It is not possible to appeal against a judgement by the Dispute Resolution Committee for the Legal Profession.
The contact person for our firm is mr. C.E.M. Malmberg
Contact details Dispute Resolution Committee
Secretary Dispute Resolution Committee for the Legal Profession
Bordewijklaan 46 (2nd floor)
2591 XR Den Haag
tel. 070 – 310 53 10
PO Box 90600
2509 LP The Hague