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Complaints procedure

Complaints procedure of Barnsteen Advocatuur
20191221

We make our best effort to properly provide services to you. However, it cannot be excluded that a client is not satisfied with the services of Barnsteen Advocatuur, or is unhappy about a fee note submitted in connection with the services. Barnsteen Advocatuur will be happy to address this.

In order to do so, the client must first express its complaint to Barnsteen Advocatuur. A complaint is understood here to mean any dissatisfaction on the part of the client towards mr. Van Duijvendijk or the persons working under his responsibility with regard to the establishment and execution of an
agreement for the provision of services, the quality of the service or the amount of an invoice. This does not include a complaint made to a disciplinary court.

The purpose of this complaints procedure is :

  • establishing a procedure for constructively handling complaints from clients within a reasonable period of time;
  • the establishment of a procedure to determine the causes of client complaints;
  • maintaining and improving existing relationships through proper complaint handling;
  • improving the quality of the service with the help of complaint handling and complaint analysis.

A discontent client may express its complaint to Mr J. Van Duijvendijk. This may be done orally and in writing, in other words also simply by telephone or by e-mail. As long as the complaint is expressed, so that something can be done about it.

Receipt of a complaint shall be immediately confirmed to the client in writing. Immediately after confirmation, Mr Van Duijvendijk will strive to arrive at a solution in consultation with the client. If and as soon as a solution has been reached, Mr Van Duijvendijk shall confirm this to the client in writing.

If, however, no solution has been reached within two weeks after confirmation of receipt of a complaint, the client may submit its complaint to the external complaints officer, i.e. lawyer (advocaat) Mr Jan Maarten Gerretsen in Amsterdam. Please visit: http://gerretsen-advocatuur.nl/

Submission of the complaint to the complaints officer cannot be effected orally, but in writing only, meaning by letter or by e-mail. The complaints officer can only mediate or make recommendations. The complaints officer is responsible for the timely handling of the complaint. The complaints officer gives the complainant and the person against whom the complaint is made the opportunity to provide an explanation about the complaint. The person who is the subject of the complaint will keep the complaints officer informed about any contact and about options for a solution. The complaints officer keeps the complainant informed about the handling of the complaint. The complaints officer keeps a complaint file.

The complaints officer and the person who is the subject of the complaint will observe confidentiality when handling complaints.

The complainant does not owe any reimbursement for the costs of handling the complaint on the basis of this complaints procedure.

Complaints as referred to in this complaints procedure that have not been resolved may exclusively be submitted to the competent court of the Court Midden Nederland.

Barnsteen advocatuur

Mr. J. (Jan) van Duijvendijk, advocaat
Steijnlaan 1
3743 CH Baarn

Tel +31 6 53 623 821
E-mail info@barnsteen-advocatuur.nl


In my view, cooperation should be based on knowledge, vision and mutual respect. Drawing up contracts demands legal sharpness, a good command of language and accuracy, as well as branch knowledge and creativity.
Legal practice preferably takes place outside of the courtroom. In essence it is a matter of excellent preparation in order to stay out of court.

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