Office Complaints Procedure

(pertaining to article 6.28 of the Regulation on the Legal Profession)

Article 1 definitions

In this office complaints procedure, the following is understood:

• complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or persons working under their responsibility regarding the formation and execution of a service agreement, the quality of service provision or the amount of the invoice, not being a complaint as referred to in section 4 of the Lawyers Act;
• complainant: the client or their representative who makes a complaint known;
• complaints officer: the lawyer who is charged with handling the complaint.

Article 2 scope of application

1. This office complaints procedure applies to every service agreement between Wessel Van der Lans Advocaten and the client.
2. Every lawyer at Wessel Van der Lans Advocaten ensures complaint handling in accordance with the office complaints procedure.

Article 3 objectives

This office complaints procedure aims to:

1. establish a procedure to handle client complaints within a reasonable timeframe in a constructive manner;
2. establish a procedure to determine the causes of client complaints;
3. maintain and improve existing relationships through proper complaint handling;
4. train employees in client-focused responses to complaints;
5. improve the quality of service provision through complaint handling and complaint analysis.

Article 4 information at the commencement of service provision

1. This office complaints procedure has been made public. The lawyer informs the client before entering into the service agreement that the office maintains an office complaints procedure and that this applies to the service provision.
2. Wessel Van der Lans Advocaten has included in the general terms and conditions which independent party or authority a complaint that has not been resolved after handling can be submitted to for obtaining a binding decision and has made this known in the assignment confirmation.
3. Complaints as referred to in article 1 of this office complaints procedure that have not been resolved after handling are submitted to the civil court.

Article 5 internal complaint procedure

1. If a client approaches the office with a complaint, the complaint is forwarded to Mrs. J. ‘t Hart, LLM, who thereby acts as complaints officer.
2. The complaints officer notifies the person about whom the complaint has been made of the filing of the complaint and gives the complainant and the person about whom the complaint has been made the opportunity to provide clarification on the complaint.
3. The person about whom the complaint has been made attempts to reach a solution together with the client, with or without intervention by the complaints officer.
4. The complaints officer handles the complaint within four weeks after receipt of the complaint or provides notification to the complainant with reasons for deviation from this term, stating the term within which a judgment on the complaint will be given.
5. The complaints officer informs the complainant and the person about whom the complaint has been made in writing of the judgment on the validity of the complaint, with or without accompanying recommendations.
6. If the complaint has been handled to satisfaction, the complainant, the complaints officer and the person about whom the complaint has been made sign the judgment on the validity of the complaint.

Article 6 confidentiality and cost-free complaint handling

1. The complaints officer and the person about whom the complaint has been made observe confidentiality in complaint handling.
2. The complainant owes no compensation for the costs of handling the complaint.

Article 7 responsibilities

1. The complaints officer is responsible for the timely handling of the complaint.
2. The person about whom the complaint has been made keeps the complaints officer informed about any contact and a possible solution.
3. The complaints officer keeps the complainant informed about the handling of the complaint.
4. The complaints officer maintains the complaint file.

Article 8 complaint registration

1. The complaints officer registers the complaint along with the complaint subject.
2. A complaint can be classified into multiple subjects.
3. The complaints officer periodically reports on the handling of complaints and makes recommendations to prevent new complaints, as well as to improve procedures.
4. At least once per year, the reports and recommendations are discussed at the office and submitted for decision-making.

Haarlem, August 11, 2025