"Of course, our firm will do everything it can to
provide the best possible service. Nevertheless, it imay be possible that you are
not fully satisfied with a particular aspect of our service. Below you can read
what you can do in such case”.
If you are
dissatisfied with the quality of our service or with the amounts stated on our invoice(s),
you can submit your objections orally or in writing to Mr. J.P.M. (Joop) van
with your complaint our internal complaints regulation is leading. You should submit
your complaint within three months after the moment you took note of, or could
reasonably be expected to have taken note of, the action or omission that gave
rise to your com-plaint.
Kantoor Mr.van Zijl will always confirm a
solution for the problem that has arisen in writing within four weeks of
receiving your complaint. If you feel our firm has not handled your objections
satisfactorily, however, you may submit a complaint to the Dutch Disputes
Committee for the Legal Profession (in Dutch: ‘Geschillencommissie
Advocatuur’). This option is also open to you if our firm does not settle your
objections in writing within four weeks of submission.
Disputes Committee for the Legal Profession
Committee for the Legal Profession handles the case in accordance with the
Disputes Committee for the Legal Profession Regulation, which applies from the
moment the complaint is submitted to the disputes committee. This regulation
may be obtained on request from the:
You can submit
your complaint to the above address during a period of up to twelve months after
the written response from Kantoor Mr.van Zijl. After that,
this option is no longer open.
Our firm can
also submit unpaid invoices to the Disputes Committee for the Legal Profession for
The Disputes Committee for the Legal Profession makes its decision in the form
of an arbitration award about a professional service. In the case of a service
to a private client the regulation provides for a binding advice, unless the
client turns to the regular Court within one month after settlement of the
complaint by our firm. In the event of collection of a claim on a private
client, the advice is only binding when the client has deposited the
outstanding amount with the Disputes Committee. If he has not done this, the
sum to be collected is also subject to arbitration.
Committee for the Legal Profession has jurisdiction to decide on complaints
concerning the quality of the service of the lawyer and the amounts of all
sorts of invoices. It also has jurisdiction to decide on claims for damages not
exceeding the amount of € 10,000. You may submit larger claims to the Disputes
Committee for the Legal Profession only if you limit the amount of the claim to
a maximum of € 10,000 and explicitly waive anything additional. In other cases
the jurisdiction to decide on your damages claim remains with the Civil Court.
the Disputes Committee for the Legal Profession about the quality of the
service provided are not regarded as final and conclusive judgements in any
judicial proceedings before a regular court involving damages claims of over €
10,000. This means that in any proceedings at a regular court for a damages
claim of more than € 10,000, you cannot invoke a decision of the Disputes
Committee for the Legal Profession.
Committee for the Legal Profession judges to the exclusion of the regular
court. No appeal is possible against a decision of the Disputes Committee for
the Legal Profession.
Customer Satisfaction Survey
"Kantoor Mr.van Zijl aims at providing high level quality service to all
its clients. In our view, this quality not only depends on a high level of
legal and fiscal expertise and on applying this expertise in the interests of our
clients. We believe that our service to our clients is equally important. In
order to monitor and improve the quality of our services we therefore conduct
an ongoing survey among our
clients to ascertain their experience of these services.”