Regulation on complaints
Regulation on external complaints Yuen Advocaten
The regulations enter into effect on March 1st 2011.
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 Yuen Advocaten, made by or on behalf of the client;
- Complainant: the client or his representative who submits the complaint;
- Complaints handler: the person who handles the complaint;
- Employee: anybody who works for Yuen Advocaten.
1.2. Anybody has the right to submit a complaint about the way an employee of Yuen Advocaten has conducted him- or herself in relation to that person, or to somebody else in a particular matter.
1.3. Yuen Advocaten ensures that complaints, made verbally or in writing, are dealt with properly.
2. Submitting a complaint
2.1. A complaint must be submitted in writing to to complaints handler, ms. J. van de Bovenkamp.
2.2. If the complaint is not submitted to the complaints handler, but to an employee, this employee shall notify the complaints handler about the complaint.
2.3. The complaint must at least contain:
- The name and address of the complainant;
- The date of submitting the complaint;
- A description of the conduct which is the reason for the complaint.
2.4. The complaints handler 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 will be dealt with by the complaints handler.
3.2. If a complaint is not dealt with, the complainant is informed about this by the complaint handler, stating the reason.
3.3. When a complaint is submitted, the employee who is subject of the complaint is informed about the complaint.
3.4. The client will be informed of the decision of the complaint within four weeks after reiceiving. If nescessary, the complaints handler can extend this period.
3.5. No objection or appeal can be made against the decision.
5. Other terms
5.1. For information on the regulation on complaints, you can contact the complaints handler.
5.2. These regulations enter into effect on March 1st 2011.
