Complaints procedure

Article 1 – Definitions

In this complaints procedure, the following definitions apply:

• firm: the partnership (maatschap) Amrani Advocaten, located at Hoogoord 140B, 1102 CH Amsterdam;
• complaint: any written expression of dissatisfaction by or on behalf of the client with the lawyer or the persons working under the lawyer’s responsibility concerning the formation and performance of a contract for services, the quality of the services or the amount of the invoice, other than a complaint as referred to in section 4 of the Dutch Lawyers Act (Advocatenwet);
• complainant: the client, their representative or a third party with a direct interest who makes a complaint;
• complaints officer: the lawyer responsible for handling the complaint.

Article 2 – Scope

1. This complaints procedure applies to every contract for services between the firm and the client.
2. The procedure also applies to complaints about persons working under the responsibility of a lawyer of the firm.
3. Every lawyer of the firm ensures that complaints are handled in accordance with this complaints procedure.

Article 3 – Objectives

The objectives of this complaints procedure are:

• to lay down a procedure for handling complaints constructively within a reasonable period;
• to lay down a procedure for establishing the causes of complaints;
• to maintain and improve existing relationships through good complaint handling;
• to train staff to respond to complaints in a client-focused manner;
• to improve the quality of the services through complaint handling and complaint analysis.

Article 4 – Information at the start of the services

1. This complaints procedure has been made public on the firm’s website. Before entering into the contract for services, the lawyer informs the client that the firm has a complaints procedure and that it applies to the services.
2. In its general terms and conditions (article 9), the firm has stated to which independent body a complaint that has not been resolved after handling can be submitted for a binding decision, and makes this known in the engagement confirmation.
3. Complaints as referred to in article 1 that have not been resolved after handling are submitted to the Disputes Committee for the Legal Profession (Geschillencommissie Advocatuur), in accordance with its Rules (Reglement Geschillencommissie Advocatuur). A client who is a consumer may instead choose to submit the dispute to the competent court within one month after the complaint has been dealt with.

Article 5 – Internal complaints procedure

1. A complaint is submitted in writing, by email to info@amrani.nl or by post to Amrani Advocaten, for the attention of the complaints officer, Hoogoord 140B, 1102 CH Amsterdam.
2. A complaint about mr. M. Amrani is forwarded to mr. C.J. Gebuijs, who acts as complaints officer. A complaint about mr. C.J. Gebuijs or about a member of staff of the firm is forwarded to mr. M. Amrani, who acts as complaints officer. The complaints officer is never the lawyer who is the subject of the complaint.
3. The complaints officer informs the person complained about of the complaint and gives the complainant and the person complained about the opportunity to explain their position.
4. The person complained about tries to reach a solution together with the complainant, whether or not with the involvement of the complaints officer.
5. The complaints officer deals with the complaint within four weeks of receipt. If this period is not met, the complaints officer informs the complainant and the person complained about, stating reasons, and indicates the period within which a decision on the complaint will be given.
6. The complaints officer informs the complainant and the person complained about in writing, stating reasons, of the decision on whether the complaint is well-founded, whether or not accompanied by recommendations.
7. If the complaint has been dealt with satisfactorily, the complainant, the complaints officer and the person complained about sign the decision on whether the complaint is well-founded.

Article 6 – Confidentiality and free complaint handling

1. The complaints officer and the person complained about observe confidentiality in handling the complaint.
2. The complainant does not owe any fee for the costs of handling the complaint.

Article 7 – Responsibilities

1. The complaints officer is responsible for handling the complaint in good time.
2. The person complained about keeps the complaints officer informed of any contact with the complainant and of a possible solution.
3. The complaints officer keeps the complainant informed of the handling of the complaint.
4. The complaints officer maintains the complaint file.

Article 8 – Complaint registration

1. The complaints officer registers the complaint together with its subject. A complaint may be classified under several subjects.
2. The complaints officer reports periodically on the handling of complaints and makes recommendations to prevent new complaints and to improve procedures.
3. At least once a year, the reports and recommendations are discussed at the firm and submitted for decision.

Article 9 – Other provisions

This procedure does not affect the possibility of submitting a complaint about the conduct of a lawyer to the dean (deken) of the Bar Association in the district of Amsterdam, or of submitting a dispute directly to the competent court with the express mutual consent of both parties.

This complaints procedure was adopted on 9 November 2026 and takes effect on that date.