Complaints

(based on Article 6.28 of the Dutch Legal Profession Regulations [Verordening op de advocatuur])

Crux Legal obviously does its utmost to ensure that its clients are satisfied with the services it provides. In the unlikely event that you are dissatisfied, we would like to hear from you at the earliest possible stage. We will gladly discuss the matter with you to find a solution and prevent any future complaints. If you nonetheless wish to submit a formal complaint, this can be done on the basis of the following complaints procedure.

Article 1 Definitions

The following terms have the stated meaning in this office complaints procedure:
– complaint: any written expression of dissatisfaction by or on behalf of the client against the lawyer, or against employees working under the responsibility of the lawyer, regarding the formation and performance of a contract for services, the quality of the services, or the amount of the fee statement, other than a complaint as referred to in section 4 of the Dutch Counsel Act [Advocatenwet];
– complainant: the client or the client’s representative who gives notice of a complaint;
– complaints officer: the lawyer who is entrusted with handling the complaint.

Article 2 Scope of application

1. This office complaints procedure applies to every contract for services between Crux Legal and the client.
2. Every lawyer of Crux Legal is responsible for ensuring that complaints are handled in accordance with the office complaints procedure.

Article 3 Objectives

This office complaints procedure aims to:
a. set out a procedure to deal with clients’ complaints constructively within a reasonable period; b. set out a procedure for determining the causes of clients’ complaints;
c. maintain and improve existing relationships through the proper handling of complaints;
d. train partners and employees to respond to complaints in a client-focused manner;
e. improve the quality of services with the help of complaint handling and analysis.

Article 4 Information available when services commence

1. This office complaints procedure has been made public and can be consulted on the Crux Legal website. Before entering into the contract for services, the lawyer will advise the client that the firm has an office complaints procedure which applies to the provision of services.
2. In case a complaint remains unresolved after internal handling based on this office complaints procedure, the client may address the competent court in Utrecht in accordance with the general terms and conditions of Crux Legal.

Article 5 Internal complaints procedure

1. If a client approaches the firm with a complaint, the complaint will be forwarded to Ms. K. Beijerman, who acts as the complaints officer. If the complaint relates to Ms. K. Beijerman, Crux Legal will designate another person within the partnership to act as the complaints officer.
2. The complaints officer notifies the party in relation to whom the complaint has been submitted of the complaint and gives the complainant and the other party an opportunity to clarify the complaint.

3. The party in relation to whom the complaint has been submitted will try to reach a solution with the complainant, after or without the intervention of the complaints officer.
4. If discussions between the party in relation to whom the complaint has been submitted and the complainant have not led to a solution, the complaints officer will settle the complaint within four weeks of its receipt or otherwise notify the complainant and give reasons why the complaint cannot be dealt with within this period, stating the period within which a decision will be given.

5. The complaints officer will give the complainant and the party in relation to whom the complaint has been submitted written notice of the decision on the merits of the complaint, which may be accompanied by recommendations.
6. If the complaint has been satisfactorily settled, the complainant, the complaints officer, and the party in relation to whom the complaint has been submitted will sign the decision on the merits of the complaint.

Article 6 Confidentiality and free complaint handling

1. The complaints officer and the party in relation to whom the complaint has been submitted will observe confidentiality during the handling of the complaint.
2. No costs are payable by the complainant for the handling of the complaint.