Office complaints procedure

Hodak Legal is committed to the satisfaction of its clients. The firm will make every effort to provide you with the best possible service. Nevertheless, you may be dissatisfied with some aspect of our service. The following describes what you can do in that case.

If you are dissatisfied with the conclusion and performance of a contract for services, the quality of services or the amount of the invoice, Hodak requests that you first submit your objections to your own lawyer. However, you may also contact mr. M.Y. Hodak of the firm. The office handles complaints according to a procedure, which is described in the office complaints procedure. You can find the office complaints procedure on Hodak’s website.

In consultation with you, Hodak will try to find a solution to the problem that has arisen as soon as possible. This solution will always be confirmed to you in writing. You can expect our written response to your complaint within four weeks. In the unlikely event that the office has to deviate from this deadline, you will be informed in time, stating the reason and the period within which you can expect a response from us.

If you have a complaint and let the office know, Hodak greatly appreciates it. You can rest assured that Hodak will take all justified complaints into account when evaluating the office and will do its utmost to prevent any recurrence.

Article 1 definitions

In this office complaint procedure, the following terms shall have the following meanings:

• complaint: any written expression of dissatisfaction by or on behalf of the client towards the attorney at law or the persons working under his responsibility regarding the conclusion and execution of an agreement for services, the quality of the services provided or the amount of the fee, not being and complaint as referred to in section 4 of the Lawyers Act;
• Complainant: the client or client’s representative making a complaint;
• Complaint Officer means the attorney charged with handling the complaint;

Article 2 scope of application

1. These office complaint regulations shall apply to any contract for services between Hodak Legal B.V. and the client.
2. The lawyer shall ensure complaint handling in accordance with the office complaint procedure.

Article 3 objectives

The purpose of this office complaint policy is to:

1. Establishing a procedure to deal constructively with client complaints within a reasonable period of time;
2. Establishing a procedure to determine the causes of client complaints;
3. Maintain and enhance existing relationships through proper complaint handling;
4. train employees in client-centered response to complaints;
5. improving service quality with complaint handling and complaint analysis.

Article 4 information at start of service

1. This office complaint procedure has been made public. Before entering into the contract for services, the attorney shall inform the client that the firm has an office complaints procedure and that it applies to the services provided.
2. The lawyer has included through the general terms and conditions to which independent party or body a complaint that has not been resolved after treatment may be submitted to obtain a binding decision and has made this known in the engagement letter.
3. Complaints referred to in Article 1 of these office complaint regulations that are not resolved after treatment shall be submitted to the court.

Article 5 internal complaint procedure

1. If a client approaches the firm with a complaint, the complaint will be forwarded to mr. M.Y. Hodak, who thus acts as complaints officer.
2. The complaint officer shall notify the person complained about of the filing of the complaint and shall give the complainant and the person complained about an opportunity to explain the complaint.
3. The person about whom a complaint has been made tries to reach a solution together with the client whether or not after the intervention of the complaints officer.
4. The Complaints Officer shall settle the complaint within four weeks of receiving the complaint or shall notify the complainant of any deviation from this deadline with reasons, stating the period within which an opinion on the complaint will be given.
5. The complaint officer shall notify the complainant and the person complained about in writing of the verdict on the merits of the complaint, whether or not accompanied by recommendations.
6. If the complaint is settled satisfactorily, the complainant, the complaint officer and the person complained about sign the judgment on the merits of the complaint.

Article 6 confidentiality and free complaint handling

1. The complaints officer and the person complained about shall observe confidentiality in handling the complaint.
2. The complainant shall not be liable for the cost of handling the complaint.

Article 7 responsibilities

1. The complaint officer is responsible for the timely resolution of the complaint.
2. The person complained about will keep the complaint officer informed about any contact and possible resolution.
3. The complaint officer will keep the complainant informed about the resolution of the complaint.
4. The complaint officer maintains the complaint file.

Article 8 complaint registration

1. The complaint officer records the complaint along with the complaint subject.
2. A complaint can be divided into several topics.
3. The complaints officer reports periodically on the handling of complaints and makes recommendations to prevent new complaints, as well as to improve procedures.
4. At least once a year, reports and recommendations are discussed at the office and presented for decision.