seventytwo

Complaints Procedure

This complaints procedure applies to every engagement between seventytwo B.V. and you as a client.

The objective of the complaints procedure is to maintain and improve our relationships by handling complaints within a reasonable period and in a constructive manner. This complaints procedure applies to all services provided by one or more of our lawyers to a client. 

A complaint is any written expression of dissatisfaction from or on behalf of you as the client with regard to one or more of our lawyers and persons working under the responsibility of our lawyers in connection with the conclusion or performance of our engagement, the quality of the services we provided or the amount we invoiced, which is not a complaint as referred to in paragraph 4 of the Dutch Act on Advocates.

If one of us receives a complaint from you, the relevant lawyer will consult with you in order to arrive at a solution that is acceptable. If this solution has not been reached within two weeks, the relevant lawyer will refer you to a partner of seventytwo, who will act as the Complaints Officer.

The Complaints Officer notifies the lawyer regarding whom the complaint was submitted and gives both parties an opportunity to further explain the complaint. The Complaints Officer and (the person working under the responsibility of) the lawyer regarding whom the complaint was submitted will observe confidentiality in dealing with the complaint.

The objective is to render a written reasoned opinion on the admissibility of the complaint within four weeks, if possible accompanied by recommendations. If this term is not feasible, the Complaints Officer will inform you about this, stating the reasons, and indicating a term within which an opinion will be provided.

The Complaints Officer is responsible for dealing with the complaint in a timely fashion,  including registering the complaint, keeping you informed of the process and informing you about the admissibility of your complaint, possibly with recommendations.

If the complaint is concluded satisfactorily, you, the complaints officer and (the person working under the responsibility of) the lawyer regarding whom the complaint was made sign the opinion on the admissibility of the complaint.

No fees or costs will be charged to you and you do not owe any fee for the costs of dealing with the complaint.

1 January 2021