Dissatisfied with the service we provide?
Our firm will do everything it can to serve you as effectively as possible. Yet it can happen that you are dissatisfied with a particular aspect of the service we provide. This information sheet explains what you can then do.
Our internal complaints procedure
If you are dissatisfied about the quality of the service we have provided or about the bill, we would prefer it if you could inform us of your objections in writing. Please contact Mr J.F.M.J. Mathijsen LLM, PO Box 77773, 1070 LJ Amsterdam: telephone +31 (0)20-833 0833, fax +31 (0)020-833 0834. Should your inquiry involve Mr Mathijsen, please contact instead H. Walhain LLM.
We will try to find a solution to the problem which has arisen as quickly as possible in consultation with you. We will always confirm this solution to you in writing.
Our internal complaint procedure is available to view at our offices and will be provide to you on request.
In the unfortunate event that our discussions fail to reach a result which you find satisfactory, you can submit a complaint to the Disputes Resolution Committee for the Legal Profession (Geschillencommissie Advocatuur). This can only be done once you have submitted your objections to our firm in writing. This option is also open to you if our firm has failed to reply to your complaint in writing 4 weeks after your objections were submitted.
Disputes Resolution Committee for the Legal Profession (Geschillencommissie Advocatuur)
Our firm participates in the Complaints and Disputes Resolution Scheme for the Legal Profession (Klachten- and Geschillenregeling Advocatuur). This scheme was set up on 1 June 1999 by the Nederlandse Orde van Advocaten (Netherlands Bar). The Foundation for Disputes Resolution Committees for Consumer Issues (Stichting Geschillencommissies voor Consumentenzaken) and the Foundation for Disputes Resolution Committees for Professional and Commercial Issues (Stichting Geschillencommissies voor Beroep en Bedrijf) in The Hague carry out the scheme.
You can submit the complaint to the Disputes Resolution Committee for the Legal Profession (Geschillencommissie Advocatuur), Surinamestraat 24, 2585 GJ The Hague, up to twelve months after the date of the written response of our firm. The telephone number of the Disputes Resolution Committee’s secretariat is +31 70 – 310 53 10. You can also request the Regulations of the Disputes Resolution Committee for the Legal Profession (Reglement Geschillencommissie Advocatuur) from here.
The Disputes Resolution Committee for the Legal Profession delivers its judgement in the form of an arbitration ruling or in the form of a binding recommendation. The latter applies only to private clients if they prefer this option. The Disputes Resolution Committee for the Legal Profession is entitled to rule on complaints concerning the quality of the service provided by the lawyer and the amount of the bill. It may also be that you are entitled to damages. The Disputes Resolution Committee for the Legal Profession is also entitled to rule on claims for damages up to a sum of € 9,000. Higher claims can also be submitted to the Disputes Resolution Committee for the Legal Profession if you limit the level of the to a maximum of € 9,000 and expressly forgo anything further.
Our firm can also submit unpaid bills for recovery to the Disputes Resolution Committee for the Legal Profession.
The Disputes Resolution Committee (1) will deal with the matter in accordance with the Regulations of the Disputes Resolution Committee for the Legal Profession in force at the time when the complaint is submitted to the Disputes Resolution Committee. No appeal is possible against the ruling of the Disputes Resolution Committee for the Legal Profession. 01-11-2002
(1) Statutory supervision and disciplinary rules ensure proper professional conduct by lawyers. The aim of the disputes resolution scheme is different: it is intended to settle differences of opinion about the quality of the service provided or financial aspects, and therefore does not impact on those statutory safeguards.