Office complaint scheme Guldemond Advocaten B.V.

1. Complaint:

In this complaints procedure the following definitions apply:
– complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer 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 a complaint as referred to in paragraph 4 of the Lawyers Act;
– complainant: the client or his representative who makes a complaint known;
– complaints officer: the lawyer in charge of handling the complaint.

2. Scope:

1. This complaint procedure applies to any agreement for services between Guldemond Advocaten B.V. (“Guldemond Advocaten”) and the client.
2. Guldemond Advocaten shall ensure that complaints are handled in accordance with these complaints regulations.

3. Objectives:

The objectives of the grievance procedure are:
a. To establish a procedure to deal constructively with client complaints within a reasonable period of time.
b. To establish a procedure to determine the causes of client complaints.
c. Maintaining and improving existing relationships through proper complaint handling.
d. Train employees in client-centered response to complaints.
e. Improve service quality through complaint handling and complaint analysis.

4. Information at start of service:

1. This complaint procedure is publicly available at www.guldemondadvocaten.nl. Before entering into the engagement agreement, the lawyer shall inform the client that the firm has a complaints procedure and that it applies to the services provided.
2. Complaints as referred to in Article 1 of this office complaints procedure that are not resolved after treatment will be submitted to the District Court of Amsterdam.

5. Complaint Procedure:

1. If a client approaches the firm with a complaint, the complaint will be forwarded to Mr. Sascha Lang, who thereby acts as complaints officer. In the event of a conflict of interest, Guldemond Advocaten may appoint a further complaints officer where appropriate.
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 shall attempt to reach a solution together with the client, with or without 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 has been satisfactorily resolved, the complainant, the Complaints Officer and the person complained about shall sign the judgment on the merits of the complaint.
7. Only complaints formulated in the Dutch language will be considered. Complaints will also be handled only in the Dutch language.

6. Confidentiality and free treatment:

1. The complaints officer and the lawyer about whom a complaint has been made will observe confidentiality in handling complaints.
2. The client will not owe any compensation for the costs of handling the complaint

7. Responsibilities:

1. The Complaints Officer is responsible for handling and resolving complaints.
2. The person complained about shall keep the Complaints Officer informed of any contact and possible resolution.
3. The Complaints Officer shall keep the client informed of the resolution of the complaint.
4. The complaint officer keeps the complaint file.

8. Complaint registration:

1. The complaint officer records the complaint along with the complaint subject.
2. A complaint may be divided into several subjects.
3. The complaints officer shall report periodically on the handling of complaints and make recommendations to prevent new complaints and to improve procedures.
4. At least once a year, the reports and recommendations shall be discussed at the office and submitted for decision.