Complaint Handling Regulation
Article 1 Definitions:
Complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or persons working under his responsibility regarding the entering into or the execution of the engagement for professional services, the quality of services or the amount of the invoice, other than a complaint pursuant to Section 4 of the Advocates Act; – Complainant: the client or his representative making a complaint – Complaints officer, the lawyer in charge of the handling of the complaint;
Article 2 Scope:
1. This Complaint Handling Regulation applies to every engagement between BOLT and clients.
2. Each attorney-at-law of BOLT will handle any complaint in accordance with this Complaint Handling Regulation.
Article 3 Objectives:
This Complaint Handling Regulation aims to:
a. to give a procedure to handle complaints within a reasonable time and in a constructive manner;
b. to give a procedure to establish the causes of the complaints of clients;
c. to maintain and improve relationships by handling complaints properly;
d. train employees in client-focused response to complaints;
e. improvement of the quality of the services by means of complaints handling and complaint analysis.
Article 4 Information when starting service:
1. This Complaint Handling Regulation has been made public. The attorney will explain the client at the beginning of the engagement that the Complaint Handling Regulation applies to the services.
2. BOLT Attorneys-at-law uses general terms and conditions that apply to any engagement, in which it is stated how to settle any unresolved complaint by a competent independent third party or authority to obtain a final binding judgement and will mention this in the engagement.
3. Complaints referred to in Article 1 of this Complaint Handling Regulation that remain unresolved after handling of the complaint by BOLT can be brought for the competent court.
Article 5 internal complaints procedure
1. If a client approaches the office with a complaint, the complaint will be directed to Bart Bendel, whom shall act as a complaints officer.
2. The complaints officer shall inform the involved attorney-at-law about the complaint and will give both parties the opportunity to explain their views.
3. The person who is complained about will try to come to terms with the client with or without the intervention of the complaints officer.
4. The complaints officer shall settle the complaint within four weeks of receiving the complaint or will motivate why more time is needed and inform at the same time at what date his judgement will be given.
5. The complaints officer will inform client and the person about whom is complained in writing of his judgment on the merits of the complaint, whether or not accompanied by recommendations.
6. If the complaint has been satisfactorily dealt with, both parties and the complaints officer will sign the judgment.
Article 6 Confidentiality and free complaints:
1. The complaints officer and the person whom is complained about will observe secrecy in the handling of the complaint.
2. The client will not be charged for the costs of processing the complaint.
Article 7 Responsibilities:
1. The complaints officer is responsible for the timely handling of the complaint.
2. The person whom is complained about will keep the complaints officer informed of any contacts and a possible solution.
3. The complaints officer keeps the client informed about the handling of the complaint.
4. The complaints officer will keep a file about the complaint.
Article 8 complaint registration:
1. The complaints officer registers the complaint accompanied by the complaint subject.
2. A complaint can be divided into multiple topics.
3. The complaints officer shall periodically report on the handling of complaints and makes recommendations to prevent new complaints, as well as to improve procedures.
4. At least once a year the reports and recommendations are discussed at the office and submitted for decision-making.