Complaints procedure

Not satisfied with our service? Tell us. Noord & Steen Advocates operates an in-house complaints procedure, as the rules of the Bar require. Below is how we handle a complaint.

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Article 1. Definitions

  • Complaint: any written expression of dissatisfaction by or on behalf of the client about the formation or performance of the engagement, the quality of the service or the size of the invoice, other than a disciplinary complaint under the Advocates Act.
  • Complainant: the client, their representative, or a third party with a direct interest who submits a complaint.
  • Complaints officer: the advocate who handles the complaint.

Article 2. Application

This procedure applies to every engagement between Noord & Steen Advocates and the client. Every advocate at the firm handles complaints under it.

Article 3. Purpose

To settle complaints within a reasonable time and in a constructive way, to establish what caused them, and to improve the quality of our service.

Article 4. Information at the start

We point you to this procedure when the engagement is entered into. Complaints not resolved in-house may be put to the disputes committee for the legal profession or to the competent court. We state that in the engagement letter as well.

Article 5. Handling in-house

  • A complaint is passed to the complaints officer. [DEMO: name to be filled in; where the complaint concerns that advocate, a different, designated advocate acts.]
  • The complaints officer notifies the person complained about and gives both sides the chance to explain the complaint.
  • The person complained about tries to reach a resolution with you, with the complaints officer’s help where that is needed.
  • The complaints officer deals with the complaint within four weeks of receiving it. Where that is not possible, they tell you so with reasons and give a new period.
  • You receive the finding on the complaint in writing, with recommendations where appropriate.

Article 6. Confidentiality and cost

The complaints officer and the person complained about observe confidentiality in handling the complaint. There is no charge for having a complaint dealt with.

Article 7. Records

Complaints and their resolution are recorded and discussed periodically, so that the firm learns from them.

Disciplinary law

Separately from this procedure, you may complain about an advocate’s conduct to the dean of the local Bar. Such a disciplinary complaint is heard by the Disciplinary Board.