Complaints
Regulation on complaints, GMW Advocaten
1. GENERAL TERMS
1.1. In these regulations the following terms are defined as indicated below:
• Complaint: any expression of discontent made verbally or in writing that can reasonably be identified as such concerning the services by employees of GMW Advocaten B.V. (hereinafter also referred to as GMW Advocaten), made by or behalf of the client;
• Complainant: the client or his representative who submits a complaint;
• Complaints employee: the person who deals with the complaint;
• Employee: anyone who works for GMW Advocaten
1.2. Anyone has the right to submit a complaint about the way in which an employee of GMW Advocaten has conducted himself in relation to that person or to another in a particular matter.
1.3. GMW Advocaten ensures that complaints made verbally or in writing are dealt with with due care.
2. SUBMITTING A COMPLAINT
2.1. A complaint must be submitted in writing to the complaints employee, Mr. R. de Mooij.
2.2. If the complaint is not submitted to the complaints employee, but to an employee of GMW Advocaten, the employee shall notify the complaints employee of the complaint.
2.3. The complaint must contain at least:
• the name and address of the complainant;
• the date that the complaint was submitted;
• a description of the conduct which is the subject of the complaint.
2.4. The complaints employee confirms receipt of the complaint within 5 working days.
2.5. In the confirmation of receipt, the complainant is informed of the course of the complaints procedure.
3. DEALING WITH A COMPLAINT
3.1. The complaint shall be dealt with by the complaints employee.
3.2. If a complaint is not dealt with, the complainant is informed of this by the complaints employee, stating the reason.
3.3. When a complaint is submitted, the employee who is the subject of the complaint is informed of the complaint.
3.4. The complaints employee determines whether the complainant and the person who is the subject of the complaint will be questioned.
3.5. The client shall be informed of the decision on the complaint by the complaints employee.
3.6. The complaints employee shall deal with the complaint within 4 weeks after receiving it. If necessary, the complaints employee can extend this period by 4 weeks.
3.7. No objection or appeal can be submitted against the decision.
4. ANALYSIS OF THE COMPLAINTS
4.1. The complaints employee analyses the complaints once a year.
4.2. If necessary, the complaints employee submits proposals to the board of directors of GMW Advocaten to improve the services.
5. OTHER TERMS
5.1. For information on the regulation on complaints you can contact the complaints employee.
5.2. These regulations enter into effect on 1 February 2009.
