Complaint Resolution

Article 1 definitions

In this office complaint procedure, the following terms shall have the following meanings:

• Complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or the persons working under his responsibility regarding the conclusion and execution of a contract for services, the quality of the services or the amount of the fee, not being a complaint as referred to in section 4 of the Lawyers Act.
• Complainant: the client or client's representative making a Complaint.
• Complaint Officer: the attorney charged with handling the Complaint.

Article 2 scope of application

• This office complaint procedure applies to any agreement of assignment between Nexus Lawyers and the client.
• Every lawyer of Nexus Lawyers takes care of complaints in accordance with the office complaints procedure.

Article 3 objectives

The purpose of this office complaint policy is to:

• Establishing a procedure to constructively resolve client complaints within a reasonable time frame;
• Establishing a procedure to determine the causes of client complaints;
• Maintain and improve existing relationships through proper complaint handling;
• Train employees in client-centered response to complaints;
• Improve service quality with complaint handling and complaint analysis.

Article 4 Information at commencement of service

• This office complaint procedure has been made public and can be downloaded from the website, among others. Before entering into the contract for services, the lawyer will inform the client that the firm has an office complaints procedure and that it applies to the services provided.
• Nexus Lawyers has included through the general terms and conditions to which independent party or body a complaint that is not resolved after treatment can be submitted for a binding decision and has made this known in the engagement letter.