Complaints procedure

As an office, we do everything possible to serve you correctly and to the best of our ability. However, where work is done, mistakes can occur. Mistakes, however, must be resolved. If you are dissatisfied with a particular course of events or believe that errors have been made in your case, we would like to hear from you—without this affecting your legal position. We will treat your complaint with the utmost seriousness. In addition, your complaint gives us the opportunity to correct any mistakes and improve our services where possible.

How to resolve your complaint
Many complaints arise from misunderstandings, which can often be resolved through a good conversation. That is therefore our preferred approach. A conversation also allows us to better understand the nature of the complaint and how it arose.

Written complaints procedure
If you do not wish to discuss the matter in person, or if the issue cannot be resolved in this way, you may submit your complaint in writing. Please address your written complaint to the management.

What do we do with your complaint?
We aim to respond substantively to your complaint within 10 working days. If, due to circumstances, this takes longer, you will always be informed and updated about the further procedure.

Finally, we would like to inform you that, in accordance with professional regulations, we record complaints and include them in the evaluation of our quality system. Naturally, we will handle your information with care and confidentiality.​

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