Complaints Procedure

Article 1 – Definitions

In this office complaints procedure, the following terms shall have the meanings set out below:

• Complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or persons working under their responsibility regarding the formation and execution of a contract for services, the quality of the legal services provided, or the amount of the invoice, excluding a complaint as referred to in Section 4 of the Dutch Lawyers Act (Advocatenwet);
• Complainant: the client or their representative who submits a complaint;
• Complaints Officer: the lawyer responsible for handling the complaint.

Article 2 – Scope

1. This office complaints procedure applies to every contract for services between Asscher Arbeidsrecht B.V. and the client.
2. Asscher Arbeidsrecht B.V. ensures complaint handling in accordance with this office complaints procedure.

Article 3 – Objectives

This office complaints procedure aims to:

1. establish a procedure for handling client complaints in a constructive manner within a reasonable period of time;
2. establish a procedure to identify the causes of client complaints;
3. maintain and improve existing client relationships through effective complaint handling;
4. train staff to respond to complaints in a client-focused manner;
5. improve the quality of legal services by using complaint handling and complaint analysis.

Article 4 – Information at the start of services

1. This office complaints procedure is published on www.asscherarbeidsrecht.nl. Before entering into the contract for services, the lawyer informs the client that Asscher Arbeidsrecht B.V. uses an office complaints procedure and that this procedure applies to the services provided by Asscher Arbeidsrecht B.V.
2. Complaints that remain unresolved after internal handling will be submitted to the District Court of Noord-Nederland, Amsterdam location.

Article 5 – External complaints procedure

1. If a client approaches the firm with a complaint, the complaint is forwarded to Ms. M. van den Heuvel (Nimble Arbeidsrecht B.V.), who acts 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 will attempt to reach a solution together with the client, with or without the involvement of the Complaints Officer.
4. The Complaints Officer handles the complaint within four weeks of receipt or, if deviation from this term is necessary, informs the complainant of the reason and indicates the term within which an opinion on the complaint will be provided.
5. The Complaints Officer informs both the complainant and the person concerned in writing of the opinion regarding the validity of the complaint, with or without recommendations.
6. If the complaint has been satisfactorily resolved, the complainant, the Complaints Officer and the person concerned sign the opinion on the validity of the complaint.

Article 6 – Confidentiality and cost-free complaint handling

1. The Complaints Officer and the person concerned observe confidentiality during the handling of the complaint.
2. The complainant does not owe any fee for the handling of the complaint.

Article 7 – Responsibilities

1. The Complaints Officer is responsible for timely handling of the complaint.
2. The person about whom the complaint has been made keeps the Complaints Officer informed of any contact and any potential solution.
3. The Complaints Officer keeps the complainant informed of the progress and handling of the complaint.
4. The Complaints Officer maintains the complaint file.

Article 8 – Complaint registration

1. The Complaints Officer registers the complaint along with its subject matter.
2. A complaint may be classified under multiple subject areas.

October 2025