Article 1 Definitions

In this complaints procedure, the following terms shall have the following meanings:

• complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or the persons working under his responsibility regarding the conclusion and/or execution of the assignment, the quality of the service, the amount of the invoice, not being a complaint as referred to in section 4 of the Dutch Attorneys Act;
• complainant: the client, his representative or a third party with a direct interest who makes a complaint known;
• complaints officer: the lawyer charged with handling the complaint;
• office: the cost partnership in which Ms. B. van Hussen/Codex Van Hussen B.V. and Mr. A.R.J. Croiset van Uchelen each practice separately (Van Hussen and Croiset van Uchelen are not a partnership as referred to in Article 5.3.a of the Dutch Bar Association Regulation).

Article 2 Scope of application

This complaints procedure applies to every agreement of assignment between Mr. A.R.J. Croiset van Uchelen (CvU) or Ms. B. van Hussen/Codex Van Hussen (VH) and the client.

CvU or VH respectively ensures that complaints are handled in accordance with this complaints procedure.

Article 3 Objectives

The purpose of this complaints procedure is:

1. To record a procedure to handle complaints from clients within a reasonable period of time in a constructive manner;
2. To establish a procedure to determine the causes of complaints from complainants;
3. To comply with a legal obligation, maintain and improve existing relationships through good complaints handling;
4. To train employees to respond to complaints in a client-oriented manner;
5. To improve the quality of the services by means of complaints handling and complaints analysis.

Article 4 Information at the start of the provision of services

When entering into the assignment, the client is informed of the existence of this complaints procedure by means of the client engagement letter.

Complaints as referred to in article 1 of this complaints procedure that have not been resolved after treatment will be submitted to the court in Amsterdam.

Article 5 Internal complaints procedure

If a complainant approaches Van Hussen & Croiset van Uchelen with a complaint, the complaint will be forwarded to CvU in the case of a complaint against VH and to VH in the case of a complaint against CvU, and each time the latter will act as complaints officer.

The complaints officer will give the person against whom the complaint has been made the opportunity to provide his views of the complaint.

The person against whom the complaint has been made will attempt to find a solution together with the complainant, with or without the intervention of the complaints officer.

The complaints officer will handle the complaint within four weeks of receipt of the complaint or will inform the complainant of a deviation from this term, stating the reason, and stating the term within which a decision will be made on the complaint.

The complaints officer will inform the complainant and the person against whom the complaint has been made in writing of the decision on the validity of the complaint, with or without recommendations.

If the complaint has been handled satisfactorily, the complainant, the complaints officer and the person against whom the complaint has been made will sign the written decision on the validity of the complaint.

Article 6 Confidentiality and free complaint handling.

The complaints officer and the person against whom the complaint has been made shall observe confidentiality in respect of the complaint handling.

The complainant shall not be liable for any compensation for the costs of handling the complaint.

Article 7 Responsibilities

The complaints officer shall be responsible for the timely handling of the complaint in accordance with the present procedure.

The person against whom the complaint has been made shall keep the complaints officer informed of any contact and a possible solution.

The complaints officer shall keep the complainant informed of the handling of the complaint.

The complaints officer shall maintain the complaint file.

Article 8 Complaint registration

The complaints officer shall register the complaint, including the subject of the complaint.

A complaint may be divided into several subjects.

Complaints and their handling shall be discussed between VH and ACvU at least once a year to improve the quality of their services and procedures.

For complaints against Mr. Croiset van Uchelen or Ms. Van Hussen, their complaints procedure applies.