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Complaints Procedure Jones Day Amsterdam

Article 1 – Definitions

The following defined terms are used in this complaints procedure:
  1. Complaint: any written expression of dissatisfaction from, or on behalf of, a client directed at an attorney or the person working under the responsibility of an attorney regarding the acceptance or performance of an engagement, the quality of the services or the amount of the invoice, provided it is not a complaint as referred to in Section 4 of the Attorney’s Act (in Dutch: Advocatenwet); and 
  2. Complainer: the client or his representative who expresses a complaint; and 
  3. Complaints officer: the Partner-in-Charge of Jones Day Amsterdam who is in charge of handling complaints.

Article 2 – Scope of application
  1. This office’s complaints procedure applies to every engagement agreed to between Jones Day and the client, provided it is performed by an attorney who is registered at the Dutch Bar. 
  2. Each attorney of Jones Day registered with the Dutch Bar ensures that complaints are handled in accordance with the office’s complaints procedure.

Article 3 – Purpose

The purpose of this complaints procedure is:
  1. to establish a procedure for constructively dealing with a client's complaint within a reasonable period of time;
  2. to establish a procedure for determining the cause of a client's complaint;
  3. to maintain and improve existing relationships by correctly dealing with complaints; and
  4. to improve the quality of services through a complaint treatment and complaint analysis.

Article 4 – Publication
  1. This office’s complaints procedure has been published on the firm’s website. Before accepting an engagement, the attorney indicates to the client that Jones Day uses this office’s complaints procedure for its engagements.
  2. Any unresolved complaints will be submitted to the District Court of Amsterdam, the Netherlands.

Article 5 – Internal complaints procedure
  1. If a client contacts the firm concerning a complaint in connection to services of an attorney of Jones Day Amsterdam, the complaint will be passed on to the complaints officer.
  2. The complaints officer notifies the person against whom the complaint is made of the filing of the complaint and offers the complainer and the person against whom the complaint is made the opportunity to express his or her view regarding the complaint.
  3. The person against whom the complaint is made will try to resolve the issue together with the client, whether or not after intervention of the complaints officer.
  4. The complaints officer will handle the complaint within four weeks of receiving the complaint or will inform the complainer that this term will be deviated from, stating the reasons and specifying the term within which an opinion will be issued regarding the complaint.
  5. The complaints officer will notify the complainer and the person against whom the complaint is made of the opinion regarding the validity of the complaint, in writing; this may or may not include recommendations.

Article 6 – Confidentiality and free complaints handling

  1. Unless the complainant has given publicity to the complaint, the complaints officer and the person against whom the complaint is made will observe confidentiality in handling the complaint.
  2. The complainer will not have to pay any compensation for the costs of handling the complaint.

Article 7 – Responsibilities
  1. The complaints officer is responsible for handling the complaint in time.
  2. The person against whom the complaint is made is responsible for keeping the complaints officer up to date of any communications and of a possible solution.
  3. The complaints officer will keep the complainer up to date regarding the progress of the complaint.
  4. The complaints officer is responsible for keeping a file on the complaint.

Article 8 - Complaint registration
  1. The complaints officer registers the complaint, specifying the subject matter.
  2. A complaint can be broken down into several subjects.
  3. The complaints officer periodically reports on the handling of any complaints and issues recommendations to prevent new complaints, as well as to improve procedures.
  4. At least once a year, the reports and recommendations are discussed within the office.