Cali Law complaints procedure

Article 1 Definitions

In this Complaints Procedure, the following definitions apply:
Cali: Cali Law B.V., with seat in Amsterdam;
Client: the client of Cali’s services, where applicable acting through a representative;
Complaint: any written expression of dissatisfaction by or on behalf of a Client of Cali made known by submission to klachten@info@calilaw.nl regarding the conclusion and/or performance of an engagement agreement, the quality of service or the amount billed in an invoice;
Complaints Officer: mr. R.J. van Galen, laywer (advocaat) in Amsterdam.

Article 2 Scope of application

This Complaints Procedure applies to any engagement between Cali and the Client.

Article 3 Objectives

The objectives of this Complaints Procedure are:

1. establishing a procedure to deal with Client Complaints within a reasonable timeframe in a constructive manner;
2. establishing a procedure to determine the causes of Client Complaints in order to prevent future Complaints;
3. maintaining and enhancing existing relationships with Clients through solution-oriented Complaint handling;
4. improving the quality of service through Complaint handling and Complaint analysis.

Article 4 Information at start of service

1. This Complaints Procedure is published on the website of Cali. The lawyer shall inform the Client upon entering into an agreement for services that Cali has a Complaints Procedure and that this Complaints Procedure is applicable to the services provided by including it in its general terms and conditions. Cali’s general terms and conditions are available on the website of Cali.
2. Cali has included in its general terms and conditions the independent party or instance to which a Complaint which has not been resolved after handling by the Complaints Officer may be submitted in order to obtain a binding decision, and has communicated this by including such in those general terms and conditions.
3. Complaints as referred to in Article 1 of this Complaints Procedure that are not resolved in accordance with the Complaints Procedure are submitted to the Court in Amsterdam.

Article 5 The Procedure

1. The Client shall file the Complaint within a reasonable period of three months from the time they became aware or could reasonably have become aware of acts or omissions giving rise to the Complaint.
2. When a Client files a Complaint, Cali shall direct the Complaint to the Complaints Officer.
3. The Complaints Officer shall contact, and maintain contact, with the Client or their representative. The Complaints Officer shall, upon receipt of a Complaint, send a confirmation of receipt to the Client and shall inform the party complained about of the Complaint, and shall allow the Client and the party complained about to further explain and/or respond to the Complaint.
4. The party complained about will try to reach a solution with the Client, if necessary after intervention of the Complaints Officer.
5. The Complaints Officer shall deal with the Complaint within four weeks after receipt, or shall inform the Client of a deviation of this term with reasons therefor, along with the term within which the Complaint shall be dealt with.
6. The Complaints Officer shall inform the Client, and the party complained about, in writing and with reasons, of his opinion on the merits of the Complaint, which may include recommendations.
7. If the Complaint has been dealt with in a satisfactory manner, the Client, the Complaints Officer and the party complained about, shall sign the opinion on the merits of the Complaint.

Article 6 Confidentiality and cost-free handling of complaints

1. No compensation is due by the Client for the costs of handling the Complaint in accordance with this Complaints Procedure.
2. The Complaints Officer and the party complained about shall observe confidentiality in the handling of the Complaint.

Article 7 Responsibilities

1. The Complaints Officer is responsible for a timely handling of the Complaint.
2. The party complained about will keep the Complaints Officer informed about any contact and a possible resolution.
3. The Complaints Officer will keep the Client informed about the handling of the Complaint.
4. The Complaints Officer maintains the Complaint file.

Article 8 Registration and report of complaints

1. The Complaints Officer registers the Complaint, along with the subject (category) of the Complaint.
2. A Complaint may be registered in more than one subject category.
3. The Complaints Officer reports periodically on the handling of Complaints to Cali and shall make recommendations to prevent new Complaints, and to improve procedures.
4. At least once a year, the reports and recommendations shall be discussed and tabled for decision making purposes within the firm.