Jing Law Firm Complaints Procedure
In this procedure the following terms have the meaning as defined below:
- Complaint: any written expression of discontent brought forth by or on behalf of a client regarding the services performed by any lawyer at the Firm or any person operating under a lawyer’s responsibility (including inter alia the quality of the services and the amount of fees), not being a complaint (klacht) as referred to in paragraph 4 of the Dutch Act on Advocates (Advocatenwet);
- Complainant: the client or his/her representative that files a Complaint;
- Complained Person: the person against whom the Complaint is directed;
- Complaints Officer: the lawyer that is designated by the Firm to handle Complaints, currently being Dr Jing Guo;
- the Dispute Committee: the Dispute Committee for the Legal Profession (Geschillencommissie Advocatuur);
- the Firm: Jing Law Firm, registered with the Dutch Chamber of Commerce (Kamer van Koophandel) under number 74985655; and
- the Procedure: this Complaints procedure.
2. Scope of application
2.1 This Procedure applies to each service agreement between the Firm and any client.
2.2 Each lawyer of the Firm ensures that all Complaints are handled in accordance with this Procedure.
3. Filing a Complaint
3.1 A Complaint must be filed in writing to the Complaints Officer no later than three months after the date on which the Complainant becomes or should reasonably have become aware of the conduct or omission that gives rise to the Complaint.
3.2 The Complaint must at least contain:
- the name and address of the Complainant;
- a description of the conduct that gives rise to the Complaint;
- signature of the Complainant; and
- date of submission of the Complaint.
3.3 No costs or fees will be charged for submission or internal handling of any Complaint.
3.4 Contact details of the Complaints Officer are as follows
Name and address: Jing Law Firm
Dr. Jing Guo
1314 CG Almere
Telephone: 0031 (0)64 9009 284
4. Internal Complaint handling procedure
4.1 The Complaints Officer shall confirm the receipt of a Complaint in writing no later than eight working days after receiving the Complaint.
4.2 The Complaints Officer shall assess the Complaint. The Complainant and the Complained Person(s) shall be allowed to provide explanation and responses to the submitted Complaint.
4.3 Within four weeks after receipt of the Complaint, the Complaints Officer shall inform the Complainant and the Complained Person(s) in writing of his decision regarding the soundness of the Complaint. The Complaints Officer’s decision may be accompanied by suggestions for resolving the Complaint or recommendations for improving service quality.
4.4 If the deadline as mentioned in clause 4.3 is not achievable, the Complaints Officer shall inform the Complainant and the Complained Person(s) in writing of the reasons thereof as well as the new deadline for finishing the internal Complaint handling procedure.
5. Resolution by the Dispute Committee
5.1 If not satisfied with the outcome of the internal Complaint handling procedure, the Complainant may submit the case to the Dispute Committee (https://www.degeschillencommissie.nl/over-ons/commissies/advocatuur/).
5.2 The Complaint must be submitted to the Dispute Committee within twelve months after the date the Complainant is informed in writing of the Complaints Officer’s decision.
6. Different language versions
6.1 The Procedure is drafted in English and may be translated by the Firm into other languages for reference purposes. In case of discrepancies between different language versions, the English version prevails.