Office Complaints Procedure

  1. Definitions
    1. In this Office Complaints Procedure, the following terms have the meanings set out below:
      • Complaint: any written statement of dissatisfaction expressed by or on behalf of the client against the lawyer concerned or the persons working under the lawyer’s responsibility regarding the formation and performance of a letter of engagement, the quality of the services provided or the amount of the fee note, not being a Complaint as referred to in Section 4 of the Dutch Counsel Act (Advocatenwet);
      • Complaints Officer: the lawyer charged with handling the Complaint;
      • Complainant: the client or their representative who expresses a Complaint ;
      • Woodland Tax: Woodland Legal Finance Tax BV, a private limited company incorporated under the laws of the Netherlands with its registered office in Gouda, the Netherlands, and listed in the Trade Register of the Chamber of Commerce under number 81471297
  2. Scope of application
    1. This Office Complaints Procedure applies to every letter of engagement between Woodland Tax, carried out by one or more lawyers, and the client.
    2. Every lawyer at Woodland Tax ensures that Complaints are handled in accordance with the Office Complaints Procedure.
  3. Objectives
    1. This Office Complaints Procedure serves to:
      1. establish a procedure to handle clients’ Complaints constructively and within a reasonable period;
      2. establish a procedure to determine the causes of clients’ Complaints;
      3. preserve and improve existing relationships by means of proper Complaints handling;
      4. train employees in responding to Complaints in a client-focused manner;
      5. improve the quality of the services provided based on the handling and analysis of Complaints.
  4. Information at the start of the engagement
    1. This Office Complaints Procedure is publicly available. Before entering into the engagement agreement, the lawyer informs the client that the firm uses a Complaints procedure and that it applies to its service provision.
    2. In its general terms and conditions, Woodland Tax has specified the independent body or institution to which an unresolved Complaint may be submitted for a binding decision, and this has been communicated in the engagement letter.
    3. Complaints referred to in Article 1 of this Office Complaints Procedure which remain unresolved after internal handling will be submitted to the District Court of Utrecht.
  5. Internal Complaints procedure
    1. When a client contacts the firm with a Complaint, the Complaint is forwarded to Margriet de Soeten (TRIBU Legal), who will act as the Complaints Officer.
    2. The Complaints Officer informs the person about whom the Complaint has been made and gives both the Complainant and the person concerned the opportunity to explain the Complaint.
    3. The person about whom the Complaint has been made attempts to reach a solution with the client, with or without the involvement of the Complaints Officer.
    4. The Complaints Officer handles the Complaint within four weeks of receiving it or, if this is not possible, informs the Complainant of the reason for the delay and indicates when a decision will be provided.
    5. The Complaints Officer informs both the Complainant and the person concerned in writing of the assessment of the Complaint’s validity, possibly accompanied by recommendations.
    6. If the Complaint is resolved satisfactorily, the Complainant, the Complaints Officer and the person complained about will sign the opinion on the Complaint’s validity.
  6. Confidentiality and cost-free Complaint handling
    1. The Complaints Officer and the person complained about observe confidentiality during the Complaint handling process.
    2. The Complainant does not owe any fee for the handling of the Complaint.
  7. Responsibilities
    1. The Complaints Officer is responsible for the timely handling of the Complaint.
    2. The person concerned keeps the Complaints Officer informed of any contact with the client and any potential solution.
    3. The Complaints Officer keeps the Complainant informed about the handling of the Complaint.
    4. The Complaints Officer maintains a Complaint file.
  8. Complaint registration
    1. The Complaints Officer registers the Complaint along with its subject matter.
    2. A Complaint may be classified under multiple subjects.
    3. The Complaints Officer periodically reports on how Complaints have been handled and makes recommendations to prevent new Complaints and improve procedures.
    4. At least once a year, these reports and recommendations are discussed within the firm and submitted for decision-making.