{"id":450,"date":"2020-02-20T13:22:15","date_gmt":"2020-02-20T12:22:15","guid":{"rendered":"https:\/\/rhil.eu\/klachtenregeling\/"},"modified":"2020-10-02T10:47:47","modified_gmt":"2020-10-02T08:47:47","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/rhil.eu\/en\/complaints-procedure\/","title":{"rendered":"Complaints Procedure"},"content":{"rendered":"\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-k1j43w7k-e96177249d7917dec91da05b78ca9e2c\">\n.avia-section.av-k1j43w7k-e96177249d7917dec91da05b78ca9e2c{\nbackground-repeat:no-repeat;\nbackground-image:url(https:\/\/rhil.eu\/wp-content\/uploads\/2020\/07\/iStock-1174818020-1500x430.jpg);\nbackground-position:0% 100%;\nbackground-attachment:scroll;\n}\n<\/style>\n<div id='av_section_1'  class='avia-section av-k1j43w7k-e96177249d7917dec91da05b78ca9e2c main_color avia-section-default avia-no-border-styling  avia-builder-el-0  el_before_av_section  avia-builder-el-first  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clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-na46l-d722f45e5cc76f0339096deb1bcfa590\">\n.flex_column.av-na46l-d722f45e5cc76f0339096deb1bcfa590{\n-webkit-border-radius:0px 0px 0px 0px;\n-moz-border-radius:0px 0px 0px 0px;\nborder-radius:0px 0px 0px 0px;\n}\n<\/style>\n<div class='flex_column av-na46l-d722f45e5cc76f0339096deb1bcfa590 av_one_fifth  avia-builder-el-2  el_before_av_three_fifth  avia-builder-el-first  first flex_column_div av-zero-column-padding '     ><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-dup1p-e1e86ef9c1cb4190a84d6074987448e3\">\n.flex_column.av-dup1p-e1e86ef9c1cb4190a84d6074987448e3{\n-webkit-border-radius:0px 0px 0px 0px;\n-moz-border-radius:0px 0px 0px 0px;\nborder-radius:0px 0px 0px 0px;\n}\n<\/style>\n<div class='flex_column av-dup1p-e1e86ef9c1cb4190a84d6074987448e3 av_three_fifth  avia-builder-el-3  el_after_av_one_fifth  el_before_av_one_fifth  flex_column_div av-zero-column-padding '     ><p>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-kfs03erp-a092f99c69f402289523377995ea1d6b\">\n#top .av-special-heading.av-kfs03erp-a092f99c69f402289523377995ea1d6b{\npadding-bottom:10px;\n}\nbody .av-special-heading.av-kfs03erp-a092f99c69f402289523377995ea1d6b .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-kfs03erp-a092f99c69f402289523377995ea1d6b .av-subheading{\nfont-size:20px;\n}\n<\/style>\n<div  class='av-special-heading av-kfs03erp-a092f99c69f402289523377995ea1d6b av-special-heading-h1 blockquote modern-quote  avia-builder-el-4  el_before_av_hr  avia-builder-el-first  av-linked-heading'><h1 class='av-special-heading-tag'  itemprop=\"headline\"  >Complaints Procedure<\/h1><div class='av-subheading av-subheading_below'><p>Rutger Heringa Immigration Lawyer<\/p>\n<\/div><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-80ipo-372843aa99b1e2321c5bcad4c89b665d\">\n#top .hr.hr-invisible.av-80ipo-372843aa99b1e2321c5bcad4c89b665d{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-80ipo-372843aa99b1e2321c5bcad4c89b665d hr-invisible  avia-builder-el-5  el_after_av_heading  el_before_av_textblock '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n<section  class='av_textblock_section av-k1j3w8l8-16af15f526ace69808b0600344b81ba5'  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h2>Article 1 definitions<\/h2>\n<p>The following definitions apply in this complaints procedure:<\/p>\n<ul>\n<li>complaint: Any written expression of dissatisfaction from or on behalf of a customer directed to an attorney at law or employee working under their responsibility\/regarding the formation and performance of a contract for professional services, the quality of the services provided, or the amount of a fee statement, other than a complaint as referred to in Section 4 of the Counsel Act (Advw):<\/li>\n<li>complainant: the client or their representative who communicates a complaint:<\/li>\n<li>complaint officer: the attorney at law who conducts the complaints procedure.<\/li>\n<\/ul>\n<h2>Article 2 area of application<\/h2>\n<ol>\n<li>This complaints procedure is applicable to all contracts for professional services between Rutger Heringa Immigration Lawyer and the client.<\/li>\n<li>Rutger Heringa Immigration Lawyer is responsible for handling complaints in accordance with the complaints procedure for the firm.<\/li>\n<\/ol>\n<h2>Article 3 objectives<\/h2>\n<p>The objectives to this complaints procedure are:<\/p>\n<ol>\n<li>to record a procedure for handling complaints form clients within a reasonable period of time and in a constructive manner;<\/li>\n<li>to record a procedure to establish the causes of complaints from clients;<\/li>\n<li>to maintain and improve existing relationships through effective complaints handling;<\/li>\n<li>to train employees to respond to complaints in a client-oriented manner;<\/li>\n<li>to improve the quality of services provided through complaints handling and complaints analysis.<\/li>\n<\/ol>\n<h2>Article 4 information at the commencement of services<\/h2>\n<ol>\n<li>This complaints procedure is openly available. An attorney at law will draw the client\u2019s attention prior to entering into the contract for professional services to the firm\u2019s complaints procedure and its applicability to the services to be provided.<\/li>\n<li>\u2026<\/li>\n<li>\u2026<\/li>\n<\/ol>\n<h2>Article 5 internal complaints procedure<\/h2>\n<ol>\n<li>Any complaint with which a client approaches the firm will be referred to mr. R. Heringa, who is the complaints officer.<\/li>\n<li>The complaints officer informs the person who is subject of the complaint that a complaint has been lodged and gives the complainant and the person who is subject of the complaint an opportunity to comment on the complaint.<\/li>\n<li>The person who is the subject of the complaint will attempt together with the client to arrive at a solution, possibly with the intervention of the complaints officer.<\/li>\n<li>The complaints officer will handle the complaint within four weeks of receipt, or will notify the complainant, stating the reasons, of the devitation from this period, and specifying the period within which an opinion on the complaint will be given.<\/li>\n<li>The complaints officer will inform the complainant and the person who is the subject of the complaint, together with any recommendations.<\/li>\n<li>If the complaint is not handled to the client\u2019s satisfaction, the customer may bring the complaint before the competent court.<\/li>\n<\/ol>\n<h2>Article 6 confidentiality and non-fee complaints handling<\/h2>\n<ol>\n<li>The complaints officer and the person who is the subject of the complaint will observe confidentiality regarding the handling of the case.<\/li>\n<li>The complainant will be charged no fee for the complaints officer\u2019s handling of the complaint.<\/li>\n<\/ol>\n<h2>Article 7 responsibilities<\/h2>\n<ol>\n<li>The complaints officer is responsible for the timely handling of a complaint.<\/li>\n<li>The person who is the subject of the complaint will duly inform the complaints officer any contact and any potential solution.<\/li>\n<li>The complaints officer will inform the complainant of progress on the handling of the complaint.<\/li>\n<li>The complaints officer will maintain the complaints file.<\/li>\n<\/ol>\n<h2>Article 8 complaint registration<\/h2>\n<ol>\n<li>The complaints officer registers the complaint and notes the substance of the complaint.<\/li>\n<li>The substance of a complaint may fall into more than one category.<\/li>\n<li>The complaints officer reports on a regular basis on the progress of handling complaints and makes recommendations to prevent recurrence of complaints and to improve the procedures.<\/li>\n<li>The reports and the recommendations are discussed in the firm at least once a year and submitted for decision.<\/li>\n<\/ol>\n<\/div><\/section><\/p><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-avm3x-7040a28543579f247f61b35a6403e773\">\n.flex_column.av-avm3x-7040a28543579f247f61b35a6403e773{\n-webkit-border-radius:0px 0px 0px 0px;\n-moz-border-radius:0px 0px 0px 0px;\nborder-radius:0px 0px 0px 0px;\n}\n<\/style>\n<div class='flex_column av-avm3x-7040a28543579f247f61b35a6403e773 av_one_fifth  avia-builder-el-7  el_after_av_three_fifth  avia-builder-el-last  flex_column_div av-zero-column-padding '     ><\/div><\/div><\/div><\/div><!-- close content main div --><\/div><\/div><div id='after_section_2'  class='main_color av_default_container_wrap container_wrap sidebar_right'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-small alpha units'><div class='post-entry post-entry-type-page post-entry-450'><div class='entry-content-wrapper clearfix'>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":9,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/rhil.eu\/en\/wp-json\/wp\/v2\/pages\/450"}],"collection":[{"href":"https:\/\/rhil.eu\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/rhil.eu\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/rhil.eu\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/rhil.eu\/en\/wp-json\/wp\/v2\/comments?post=450"}],"version-history":[{"count":3,"href":"https:\/\/rhil.eu\/en\/wp-json\/wp\/v2\/pages\/450\/revisions"}],"predecessor-version":[{"id":487,"href":"https:\/\/rhil.eu\/en\/wp-json\/wp\/v2\/pages\/450\/revisions\/487"}],"wp:attachment":[{"href":"https:\/\/rhil.eu\/en\/wp-json\/wp\/v2\/media?parent=450"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}