Complaints procedure

LXA attaches great importance to the satisfaction of our clients. Our firm will do everything in its power to provide you with the best possible service. However, you may be dissatisfied with a particular aspect of our service. Below is a description of what you can do in that case.

If you are dissatisfied with the quality of our services or with the invoice, we request that you first submit your objections to your own solicitor. However, you may also contact the management (Willem Berendsen and Thomas Berendsen) of our firm. Our firm handles complaints in accordance with a procedure described in our complaints procedure.

We will consult with you to try to find a solution to the problem as quickly as possible. We will always confirm this solution to you in writing. You can expect our written response to your complaint within four weeks.

If you have a complaint and let us know, we really appreciate it. You can be sure that we’ll take all valid complaints into account when evaluating our office and do our best to prevent them from happening again.

Complaint
Any reasonable expression of dissatisfaction, whether verbal or written, regarding the services provided by the solicitor, expressed by or on behalf of the client.

Complainant
The client or their representative who lodges a complaint.

Complaints procedure
The procedure used by the firm to handle complaints.

Complaints policy
This document, which is the written representation of the complaints procedure used by the firm.

Complaints officer
The person, other than the solicitor against whom the complaint is directed, to whom the handling of the complaint has been transferred.

Complaints registration form
An internal form used to implement the procedure laid down in the complaints policy.

The objectives of the complaints procedure are:

1. to establish a procedure for dealing with client complaints in a constructive manner within a reasonable period of time.
2. to establish a procedure for determining the causes of client complaints.
3. to maintain and improve existing relationships through effective complaint handling.
4. to train employees in responding to complaints in a client-oriented manner.
5. to improve the quality of service provision with the help of complaint handling and complaint analysis.

The solicitor

1. informs the client that the firm has a complaints procedure in place.

1. If a client approaches the firm with a complaint in any way, the lawyer concerned must be notified.
2. The lawyer concerned will attempt to reach a solution with the client, whether or not after consulting the complaints officer.
3. The solicitor concerned or the complaints officer shall ensure that the complaint is dealt with properly, in accordance with this complaints procedure.
4. Confidentiality must be guaranteed under all circumstances.
5. The client shall be notified of the decision on the complaint.

1. All complaints are recorded using the complaint registration form.
2. The complaints officer registers and classifies the complaint.
   The complaint is classified according to the manner in which it was submitted as:
   A. verbal
   B. written
   – according to the nature of the complaint according to the following categories:
   I. complaints about the working methods of/treatment by the solicitor
   II. complaints about legal aspects of the service provided
   III. complaints about financial aspects of the service provided
   IV. complaints about the practice in general
3. A complaint may be classified in more than one category.
4. If the complaint has been dealt with satisfactorily, the solicitor concerned and the complaints officer sign the Complaints Registration Form.

1. The lawyer concerned and subsequently the complaints officer are responsible for handling and resolving complaints.
2. The complaints officer is responsible for ensuring that the complaint registration form is completed in full.
3. The lawyer concerned keeps the complaints officer informed of the further handling of the complaint.
4. The complaint must be dealt with in writing by the firm within four weeks.
5. The complaints officer responds to the complainant.
6. The complaints officer keeps the complaint file.

1. After the complaint has been dealt with, the complaint registration forms are collected by the complaints officer.
2. The complaints officer reports periodically on the handling of complaints.
3. The complaints officer processes the data and produces an annual analysis.
4. The complaints officer also makes recommendations to prevent new complaints and to improve procedures.

1. Once a year, the complaint data is discussed at the office on the basis of an analysis.
2. Measures for improvement are prepared and planned.
3. The complaints officer is responsible for preparing this meeting and conducting an analysis.

1. Based on the annual analysis by the complaints officer, the firm decides on the preventive measures to be taken to improve the quality of its services.
2. The measures to be taken are presented together with the analysis at the firm meeting.