Internal Complaint Policy

We strive for outstanding quality in the services we provide. Should you nonetheless be dissatisfied with a certain aspect of our services, you can inform us of this in accordance with the procedure that is laid down in our Internal Complaint Procedure.

 
Article 1: Definitions
In this complaint procedure, the following definitions apply:

1. complaint: any written expression of dissatisfaction by or on behalf of the client towards a lawyer (advocaat) or the people working under their responsibility in respect of the entering into and performance of a contract for services (overeenkomst van opdracht), the quality of the services or the amount of the invoice, not being a complaint as referred to in Section 4 of the Advocatenwet.

2. complainant: the client or his representative who makes a complaint known.

3. complaints officer: the lawyer in charge with handling the complaint.

 
 
Article 2: Scope of application

1. This complaint procedure applies to each contract for services between Sagiure Legal and the client.

2. Each lawyer of Sagiure Legal will handle the complaint in accordance with this complaint procedure.

 
Article 3: Objectives
The objectives of this complaint procedure are:

• to record a procedure for handling complaints of clients in a constructive manner within a reasonable period of time;

• to establish a procedure for determining the causes of complaints of clients;

• to preserve and improve existing relations by means of a proper complaint handling;

• to coach employees to respond to complaints in a client-oriented manner;

• to improve the quality of the services.

 
 
Article 4: Information At Commencement of the Services
This complaint procedure is published at www.sagiure.com. The lawyer informs the client when the contract for services is entered into that Sagiure Legal maintains a complaint procedure applicable to the provision of services.
 
 
Article 5: Internal Complaint Procedure

1. A client can submit a complaint by e-mail to the address: complaints@sagiure.com. If a client approaches Sagiure Legal with a complaint, the complaint will be forwarded to Mrs. R. el Johari who thus acts as complaint officer.

2. The complaint officer notifies the lawyer of the complaint in respect of whom the complaint is made and offers the complainant and the lawyer the opportunity to provide an explanation of the complaint.

3. The lawyer will attempt to come to a solution together with the complainant, if necessary with the intermediation of the complaint officer.

4. The complaint officer deals with the complaint within four weeks from receipt of the complaint or, stating the reasons, inform the complainant about a deviation of this period, stating the period within which an assessment of the complaint will be given.

5. The complaints officer informs the complainant and lawyer in writing of their assessment of the validity of the complaint and can make recommendations.

6. If a complaint is settled satisfactorily, the complainant, the complaints officer and the lawyer will sign the written report of the complaint officer on the settlement thereof.

 
 
Article 6: Confidentiality and Complaint Handling Free of Charge

1. The complaints officer and the lawyer in respect of whom the complaint is made shall observe confidentiality in the complaint procedure.

2. No compensation is due by the complainant for the costs of handling the complaint.

 
 
Article 7: Responsibilities

1. The complaints officer is responsible for the timely handling of the complaint.

2. The lawyer in respect of whom the complaint has been made keeps the complaint officer informed on their contracts with the complainant and a possible solution.

3. The complaints officer keeps the complainant informed on the progress of the handling of the complaint.

4. The complaints officer keeps a file on the complaint.

 
 
Article 8: Complaint registration

1. The complaint officer registers the complaint and the subject matter of the complaint.

2. The complaint may consist of various subject matters.

3. The complaints officer periodically reports on the complaints handling and makes where necessary recommendations for preventing new complaints and improving procedures.

4. At least once a year, the reports and recommendations of the complaint officer will be discussed at within Sagiure Legal.

 
 
Article 9: External Complaint Procedure

Complaints that after handling remain unresolved, may be submitted to the civil court.