Grievance procedure

1. Introduction

HBM Juristen strives to always serve its clients in a professional, careful and customer-oriented manner. If there is still dissatisfaction with the service, this Complaints Procedure provides an overview of the steps a client can take to submit a complaint and the way in which this complaint is handled.

2. Definitions

• • Complaint: a written expression of dissatisfaction of a client about a lawyer, employee or about the services of HBM Juristen.

• • Complainant: the client who submits a complaint.

• • Complaints officer: the employee or lawyer within HBM Juristen who is responsible for handling complaints.

3. Purpose of the complaints procedure

The purpose of this complaints procedure is:

• • Providing a low-threshold opportunity for clients to file a complaint;

• • Promoting transparent and careful handling of complaints;

• • Restoring the relationship with the client, if possible;

• • Improving the quality of service.

4. Filing a complaint

1. Written submission

A complaint should be submitted in writing, preferably by e-mail or through the complaint form on HBM Lawyers' website. The complaint can be addressed to office@hbmjuristen.nl or by mail to our office address.

2. Content of the complaint

The complaint must contain at least the following information:

• • Name and contact details of the complainant;

• • Description of the complaint and the events that gave rise to the complaint;

• • Any previous correspondence relating to the subject matter of the complaint;

• • The desired solution or response from HBM lawyers.

5. Acknowledgement

Upon receipt of the complaint, the complainant will receive a written confirmation of receipt from HBM Juristen within five (5) working days. This will explain the further procedure and indicate who will handle the complaint.

6. Handling of the complaint

1. Research

The complaints officer examines the complaint carefully. This may include consulting relevant files, hearing staff involved, and requesting additional information from the complainant if necessary.

2. Term

The complaint will be dealt with within four (4) weeks of receipt. If this period is not feasible, the complainant will be informed in writing of the reason and the expected processing time.

3. Decision and feedback

The complaints officer makes a decision on the merits of the complaint and what actions, if any, are taken. The complainant will receive written notification of this with a justification of the decision.

7. Appeal

If the complainant does not agree with the decision, he/she may appeal within two (2) weeks of receiving the decision. The appeal is handled by an independent lawyer of HBM Juristen, who is not involved in the complaint. The complainant will receive a final ruling within four (4) weeks of filing the appeal.

8. Confidentiality

HBM Juristen handles all complaints in strict confidence. Data relating to the complaint will only be shared with those directly involved and will be carefully stored in accordance with the applicable privacy legislation.

9. Registration and analysis of complaints

HBM Juristen keeps a register of complaints in which all complaints received and the results of the treatment are recorded. This register is periodically analysed to identify areas for improvement in the service and to ensure the quality of the service.

10. Final provisions

This complaints procedure will enter into force on 1 February 2026 and will be reviewed periodically. HBM Juristen reserves the right to make changes to this procedure.