Complaints procedure

RWV Advocaten is a member of the ‘Complaints and Disputes Settlement Scheme for the Legal Profession’ (Klachten- en Geschillenregeling Advocatuur). You can download the complaints procedure below. The procedure described in the document is an internal procedure, which means that, if you have a complaint, you will need to register it with an official complaints officer, i.e. a member of RWV staff who was not involved in your case and who has been allotted the task of dealing with your complaint. The office manager usually performs this role.

If the complaints officer is not able to resolve your complaint to your satisfaction, you are free to submit it to the ‘Disputes Committee for the Legal Profession’ (Geschillencommissie Advocatuur). The committee will adjudicate on any disputes arising from the formation or performance of this contract of engagement, including any disputes about invoices. It has its own rules of procedure (a copy of which is available for inspection at our offices). 

In the case of a dispute involving a contract of engagement with a private client, the Disputes Committee is allowed, under its rules of procedure, to issue a binding recommendation, unless the client takes the case to court within one month of the date on which the firm in question reaches a decision on the complaint.

Where a dispute involves the collection of a debt owed by a private client, the Disputes Committee may issue a binding recommendation only if the client pays the outstanding amount into the committee’s bank account. If the client fails to do so, the case must be referred to arbitration.

Where a dispute concerns a contract of engagement with a corporate client, the rules of procedure state that the case must be referred to arbitration.

Download our complaints procedure here.

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