Complaints procedure

Our office will go to great lengths to be of service to you. You may still be dissatisfied with a particular aspect of our services. Should you be dissatisfied, either with the quality of the services we provide or with our invoice, we kindly request that you first of all make your objections known to your own lawyer. If this does not lead to the outcome you had hoped for, you may take matters up with our complaints officer, Mr W. de Vries. In consultation with you, we will then attempt to find a solution to your problem as soon as possible. Such a solution will always be confirmed by us to you in writing. Our internal complaints procedure of Van Hilten Advocaten & Mediators you will find here.

Should our consultation still fail to produce a satisfactory outcome, you may file a complaint with the Disputes Committee for the Legal Profession (www.degeschillencommissie.nl). This is only possible once you have made your objections known to our firm. You may also take this road if our firm has failed to respond to your complaints in writing within four weeks from the date of filing of your complaints.

Disputes Committee for the Legal Profession

Our firm is a member of the Disputes Committee for the Legal Profession, hereafter referred to as the Disputes Committee. This Disputes Committee has existed since 1 June 1999 and falls under the Foundation Disputes Committee for Consumer Affairs (SGC) and that for Profession and Business (SGB) in the Hague. You may file your complaint with the Disputes Committee no more than 12 months after the date of our firm's written response.

The Disputes Committee's ruling will take the form of either arbitral judgement or as a binding advice. The Disputes Committee may hear cases regarding the quality of the services provided by the lawyer and the amount of the invoice. You may also feel you are entitled to receive damages. The Disputes Committee may also hear cases on claims for damages up to a maximum of €10,000. Claims for damages in excess of that amount may only be presented to the Disputes Committee after expressly limiting your claim to no more than €10,000 and you expressly waive your claim to the excess in writing. Our firm may present unpaid invoices to the Disputes Committee.

The Disputes Committee will hear the case in accordance with the Regulations for the Disputes Committee for the Legal Profession as it is in force at the moment of filing of the complaint with the Disputes Committee. No appeal is possible against the Disputes Committee's ruling. A fee will be charged for handling your complaint. It is generally between €25 and €250. The amount depends on the nature of your complaint. Should the Disputes Committee find you to be in the right, the amount will be reimbursed. You may file your complaint digitally through www.degeschillencommissie.nl

Disputes Committee for the Legal Profession (Geschillencommissie Advocatuur):

Postbus 90600
2509 LP The Hague
Telephone: +31 (0)70 310 53 10 (between 9:00 a.m. and 5:00 p.m.).
www.degeschillencommissie.nl