{"id":1479,"date":"2021-10-28T14:49:32","date_gmt":"2021-10-28T12:49:32","guid":{"rendered":"http:\/\/timroos.eu\/?page_id=1479"},"modified":"2026-02-03T01:41:35","modified_gmt":"2026-02-02T23:41:35","slug":"klachtenregeling","status":"publish","type":"page","link":"https:\/\/timroos.eu\/en\/documenten\/klachtenregeling\/","title":{"rendered":"Office Complaints"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"1479\" class=\"elementor elementor-1479\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-706fbd5b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"706fbd5b\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-662e8c64\" data-id=\"662e8c64\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4544cfe2 elementor-widget elementor-widget-heading\" data-id=\"4544cfe2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Klachtenregeling<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-212f0bb6 elementor-widget elementor-widget-post-info\" data-id=\"212f0bb6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-a583289 elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"far fa-tags\"><\/i>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-custom\">\n\t\t\t\t\t\t\t\t\t\t22 April 2026 10:29\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-22a13205\" data-id=\"22a13205\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5b080439 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5b080439\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-571e55d\" data-id=\"571e55d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4965fca elementor-widget elementor-widget-heading\" data-id=\"4965fca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Article 1: - Definitions\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5da534b elementor-widget elementor-widget-text-editor\" data-id=\"5da534b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tIn this office complaints procedure, the following definitions apply: \n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ce92a13 elementor-widget elementor-widget-text-editor\" data-id=\"ce92a13\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li class=\"translation-block\">complaint: any written expression of dissatisfaction by or on behalf of the client vis-\u00e0-vis the lawyer or the persons working under his responsibility with regard to the conclusion and performance of a contract for services, the quality of the services or the amount of the invoice, not being a complaint as referred to in paragraph 4 of the Lawyers Act (Advocatenwet);<\/li>\n \t<li class=\"translation-block\">complainant: the client expressing a complaint or his representative.<\/li>\n \t<li><em>klachtenfunctionaris:<\/em> the person designated in Article 5, who is also a lawyer, responsible for handling complaints against the lawyer;<\/li>\n \t<li class=\"translation-block\">the lawyer: Mr. T. Roos<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6c1bb1e elementor-widget elementor-widget-heading\" data-id=\"6c1bb1e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Article 2 - Scope of application\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-880c14e elementor-widget elementor-widget-text-editor\" data-id=\"880c14e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol><li>This office complaints procedure applies to any contract for services between the lawyer and the client.<\/li><li>The lawyer shall take care of complaints in accordance with the office complaints procedure.<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-00ea0dd elementor-widget elementor-widget-heading\" data-id=\"00ea0dd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Article 3 - Objectives\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4c485e2 elementor-widget elementor-widget-text-editor\" data-id=\"4c485e2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tThe objectives of the office complaints procedure are: \n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4807167 elementor-widget elementor-widget-text-editor\" data-id=\"4807167\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol><li>recording a procedure to handle complaints from clients in a constructive manner within a reasonable period;<\/li><li>recording a procedure to establish the causes of client complaints;<\/li><li>maintaining and improving existing client contacts by properly handling complaints;<\/li><li>to train employees in a client-focused approach in responding to complaints;<\/li><li>to improve the quality of services by means of complaints handling and complaints analysis.<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0b052cf elementor-widget elementor-widget-heading\" data-id=\"0b052cf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Article 4 - information upon commencement of service provision\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e098c8 elementor-widget elementor-widget-text-editor\" data-id=\"4e098c8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol><li><p>\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 This office complaints procedure is made public by publication on the website of Tim Roos Advocatuur. Before entering into the contract for professional services, the lawyer will inform the client that the office has a complaints procedure and that this is applicable to the services provided, and will send this to the client if necessary.<\/p><ol start=\"2\"><li>Complaints as referred to in Article 1 of this office complaints procedure that have not been resolved after treatment shall be submitted to the Dean of the Rotterdam District. Dutch law is applicable.<\/li><\/ol><\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d953a4d elementor-widget elementor-widget-heading\" data-id=\"d953a4d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Article 5 - The internal complaints procedure\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e798429 elementor-widget elementor-widget-text-editor\" data-id=\"e798429\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol>\n \t<li>If a client approaches the firm with a complaint, the complaint will be forwarded to mr. P.E. van Dam (Van Dam + Lolkema Advocaten; https:\/\/www.vandamlolkema.nl\/), who thereby acts as complaint officer.<\/li>\n \t<li>The complaint officer shall give the complainant the opportunity to comment on the complaint.<\/li>\n \t<li>The complaint officer will try to reach a solution together with the client.<\/li>\n \t<li>The complaint officer shall settle the complaint within four weeks of receipt of the complaint or shall notify the complainant of any deviation from this term, stating the term within which a ruling shall be given on the complaint.<\/li>\n \t<li>The complaint officer shall inform the complainant in writing of the decision on the merits of the complaint, whether or not accompanied by recommendations.<\/li>\n \t<li>If the complaint has been dealt with satisfactorily, the complainant, the complaint officer and the lawyer shall sign the decision on the merits of the complaint.<\/li>\n<\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0432b7a elementor-widget elementor-widget-heading\" data-id=\"0432b7a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Article 6 - Confidentiality and free complaint handling\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-189a5d0 elementor-widget elementor-widget-text-editor\" data-id=\"189a5d0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol>\n \t<li>The complaint officer  and the lawyer shall observe secrecy in handling complaints.<\/li>\n \t<li>The complainant does not owe any compensation for the costs of handling the complaint.<\/li>\n<\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9e98bb0 elementor-widget elementor-widget-heading\" data-id=\"9e98bb0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Article 7 - responsibilities\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-30f7592 elementor-widget elementor-widget-text-editor\" data-id=\"30f7592\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol>\n \t<li>De klachtenfunctionaris is verantwoordelijk voor de tijdige afhandeling van de klacht.<\/li>\n \t<li class=\"li1\">The lawyer keeps the complaint officer informed about any contact and possible solutions.<\/li>\n \t<li>The complaint officer will keep the complainant informed about the handling of the complaint.<\/li>\n \t<li>The complaint officer maintains the complaint file.<\/li>\n<\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ef04bee elementor-widget elementor-widget-heading\" data-id=\"ef04bee\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Article 8 - Registration of the complaint\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8ff2c70 elementor-widget elementor-widget-text-editor\" data-id=\"8ff2c70\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ol><li>The complaint officer registers the complaint and the subject of the complaint.<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-376548a3 elementor-widget elementor-widget-post-info\" data-id=\"376548a3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-a583289 elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"far fa-tags\"><\/i>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-custom\">\n\t\t\t\t\t\t\t\t\t\t22 April 2026 10:29\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-72a3c313 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"72a3c313\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;jet_parallax_layout_list&quot;:[]}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-f7aed26\" data-id=\"f7aed26\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5d5e6686 elementor-widget elementor-widget-heading\" data-id=\"5d5e6686\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default translation-block\">Back to all downloads<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7adbe313 elementor-align-left elementor-widget elementor-widget-button\" data-id=\"7adbe313\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/timroos.eu\/en\/documenten\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t<span class=\"elementor-button-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-chevron-right\"><\/i>\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Back to downloads<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-7c78340f\" data-id=\"7c78340f\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Klachtenregeling Artikel 1 \u2013 begripsbepalingen In deze kantoorklachtenregeling wordt verstaan onder: klacht: iedere schriftelijke uiting van ongenoegen van of namens de cli\u00ebnt jegens de advocaat of de onder diens verantwoordelijkheid werkzame personen over de totstandkoming en de uitvoering van een overeenkomst van opdracht, de kwaliteit van de dienstverlening of de hoogte van de declaratie, niet [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":1808,"parent":1541,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-1479","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/timroos.eu\/en\/wp-json\/wp\/v2\/pages\/1479","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/timroos.eu\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/timroos.eu\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/timroos.eu\/en\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/timroos.eu\/en\/wp-json\/wp\/v2\/comments?post=1479"}],"version-history":[{"count":5,"href":"https:\/\/timroos.eu\/en\/wp-json\/wp\/v2\/pages\/1479\/revisions"}],"predecessor-version":[{"id":2105,"href":"https:\/\/timroos.eu\/en\/wp-json\/wp\/v2\/pages\/1479\/revisions\/2105"}],"up":[{"embeddable":true,"href":"https:\/\/timroos.eu\/en\/wp-json\/wp\/v2\/pages\/1541"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/timroos.eu\/en\/wp-json\/wp\/v2\/media\/1808"}],"wp:attachment":[{"href":"https:\/\/timroos.eu\/en\/wp-json\/wp\/v2\/media?parent=1479"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}