Stek Advocaten Complaints Procedure

Article 1: Definitions

In this complaints procedure, the following definitions apply:

  • complaint: any dissatisfaction with an attorney (advocaat) or a person working under an attorney’s supervision, which is expressed in writing by or on behalf of a client and regarding the conclusion or performance of an agreement for services (overeenkomst van opdracht), the quality of the services provided or the amount billed in an invoice, other than a complaint as referred to in article 4 of the Attorneys Act (Advocatenwet);
  • complainant: the client that files a complaint, whether himself/itself or through a representative;
  • complaints officer: the attorney in charge of the handling of the complaint;
  • Stek: Stek Advocaten B.V.

Article 2: Scope

  1. This complaints procedure applies to all agreements for services between Stek and the client.
  2. Each attorney at Stek will handle complaints in accordance with this complaints procedure.

Article 3: Purpose

The purpose of this complaints procedure is to:

  1. establish a procedure for constructively dealing with a client’s complaint within a reasonable period of time;
  2. establish a procedure for determining the cause of a client’s complaint;
  3. maintain and improve existing client relationships by correctly handling complaints;
  4. improve the quality of Stek’s services.

Article 4: Information at the start of our services

  • This complaints procedure is publicly available on the website of Stek.
  • In its general terms and conditions, Stek has specified the independent party or body to whom/which a complaint as defined in Article 1 above that has not been resolved through this complaints procedure can be submitted in order to obtain a binding decision and Stek has, at the time that Stek confirms its engagement for the provision of services, notified the client thereof through inclusion of such information in Stek’s general terms and conditions.
  • A complaint as defined in Article 1 above that has not been resolved through this complaints procedure will be submitted to the Amsterdam District Court, the Netherlands.

Article 5: The procedure

  1. Each complaint received will be passed on to Herman Wamelink, designated as the complaints officer at Stek.
  2. The complaints officer will at least inform the attorney to whom the complaint relates of the complaint received and will give the client and this attorney an opportunity to precent their views.
  3. The person against whom the complaint has been made will attempt to reach a solution with the complainant, with or without the complaints officer’s intervention.
  4. The complaints officer will assess the complaint within four weeks after it has been received. If this deadline cannot be adhered to, the complaints officer will inform the complainant and the person against whom the complaint has been made of the reason(s) for the delay and of a new deadline for assessing the complaint.
  5. The complaints officer will inform the complainant and the person against whom the complaint has been made in writing of his view with regard to the complaint, with or without any recommendations.
  6. If the complaint is satisfactorily resolved, the complainant, the complaints officer and the person against whom the complaint has been made will sign the assessment on the validity of the complaint.

Article 6: Confidentiality and no charges

  1. The complaints officer and the attorney to whom the complaint relates will maintain confidentiality while dealing with the complaint received.
  2. The complainant will not be charged any costs for the handling of a complaint.

Article 7: Duties

  1. The complaints officer is responsible for the timely handling of the complaint.
  2. The attorney against whom the complaint has been made will keep the complaints officer informed regarding any contact with the complainant and possible solutions for the complaint.
  3. The complaints officer will keep the complainant informed of the handling of the complaint.
  4. The complaints officer will keep an up to date record of the complaint.

Article 8: Complaints record

  1. The complaints officer will register each complaint, specifying the subject matter(s).
  2. A complaint can be divided into several subject matters.

Version April 2024