Complaints
Not happy with our service?
Our staff will do everything they can to help you. If you are still not happy about some aspect of our service, please read the following. However, it is possible that you are dissatisfied with a certain aspect of our services. Below you will find an explanation of what you can do in that case.
Our internal complaints procedure
If you are not happy about the quality of our services or about the invoice, please contact your own lawyer first. Or if you prefer, you could contact M.R. Lauxtermann. We will then try to reach a solution in consultation with you. We will always send you a written confirmation of the solution reached.
If you feel that the solution reached is not satisfactory, you can file a complaint with the Disputes Committee for the Legal Profession. However, you can only do so after you have filed your objections with our firm first. You can contact the Disputes Committee also if you did not receive a written response from us within four weeks after you filed your complaint.
Disputes Committee for the Legal Profession ,
Our firm is affiliated with the Disputes Committee for the Legal Profession. This Disputes Committee was created on 1 June 1999 and falls under the Foundation for Consumer Complaints Boards (SGC) and the Foundation for Professional and Commercial Complaints Boards (SGB) in The Hague.
You can file a complaint with the Disputes Committee for the Legal Profession up to 12 months after the date of our firm’s written response. If you are a commercial client, the Disputes Committee will give an arbitral award, if you are a private client, the Disputes Committee will issue a binding opinion.
The Disputes Committee for the Legal Profession may assess complaints about the quality of an attorney’s services, and the amount of the invoice. Or perhaps you feel you are entitled to compensation. In that case, the Board for the Legal Profession is authorized to adjudicate on claims for damages up to a maximum amount of €10,000. You can file higher claims for compensation with the Disputes Committee for the Legal Profession only if you explicitly limit the size of the claim to EUR10,000 and waive any excess in writing. Our firm, too, may submit outstanding invoices to the Disputes Committee for the Legal Profession for payment.
The Disputes Committee will review your case in accordance with the Disputes Committee for the Legal Profession Rules applicable at the time when the complaint was filed. No appeal is possible from the Committee’s ruling.
Costs of Binding Advice and Arbitration
We refer to the List of Rates as from 1 January 2014 and Cost Award for an overview of the costs of binding advice and arbitration.
Complaints Officer:
M.R. Lauxtermann
Secretary Disputes Committee for the Legal Profession
Bordewijklaan 46 (2nd floor)
2591 XR The Hague
Tel. 070 – 310 53 10
PO Box 90600
2509 LP The Hague
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