Complaints procedure
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FT-advocaten Office Complaints Procedure dated 20 August 2025
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Article 1: Definitions
In this office complaints procedure, the following definitions apply:
- complaint: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or persons working under their responsibility concerning the formation and execution of an engagement agreement, the quality of the service provided, or the amount of the invoice, excluding a complaint as referred to in paragraph 4 of the Dutch Lawyers Act (Advocatenwet);
- complainant: the client or their representative who submits a complaint;
- complaints officer: the lawyer responsible for handling the complaint;
Article 2: Scope of application
- This office complaints procedure applies to every engagement agreement between FT-advocaten or a lawyer at FT-advocaten and the client.
- Every lawyer at FT-advocaten is responsible for handling complaints in accordance with this office complaints procedure.
Article 3: Conditions
- Complaints can be submitted up to three months after the complainant has become aware, or could reasonably have become aware, of the matter being complained about.
- Complaints that are the subject of, or have been the subject of, a disciplinary complaint will not be processed.
Article 4: Objectives
The purpose of this office complaints procedure is to:
- Establish a procedure to handle client complaints constructively within a reasonable timeframe;
- Establish a procedure to identify the causes of client complaints;
- Maintain and improve existing relationships through proper complaint handling;
- Train staff to respond to complaints in a client-oriented manner;
- Improve the quality of services through complaint handling and complaint analysis.
Article 5: Information at the start of service
- This office complaints procedure has been made publicly available. Before entering into the engagement agreement, the lawyer informs the client that the firm applies an office complaints procedure and that it is applicable to the services provided.
- FT-advocaten has included in the engagement agreement and in the General Terms and Conditions which independent party or body a complaint can be submitted to if it is not resolved after handling, in order to obtain a binding decision, and has made this known at the time of confirmation of the engagement.
- Complaints as referred to in Article 1 of this office complaints procedure that are not resolved after handling are submitted to the Gelderland Court.
Article 6: Internal Complaints Procedure
- If a client contacts the firm with a complaint, the complaint will be forwarded to Mr. D.G. Barmentlo, who will act as the complaints officer. If the complaint is directed against Mr. D.G. Barmentlo, Mr. M. Hendriks will act as the complaints officer.
- The complaints officer informs the person against whom the complaint has been made of the submission of the complaint and gives both the complainant and the person against whom the complaint is made the opportunity to provide an explanation regarding the complaint.
- The person against whom the complaint is made will attempt, together with the client, to reach a solution, with or without the intervention of the complaints officer.
- The complaints officer will handle the complaint within four weeks of receipt, or, if this is not possible, will notify the complainant of the reason for deviating from this term and indicate the period within which a decision on the complaint will be provided.
- The complaints officer will inform the complainant and the person against whom the complaint was made in writing of the decision regarding the validity of the complaint, with or without recommendations.
- If the complaint has been satisfactorily resolved, the complainant, the complaints officer, and the person against whom the complaint was made will sign the decision regarding the validity of the complaint.
Article 7: Confidentiality and Free Complaint Handling
- The complaints officer and the person against whom the complaint has been made shall observe confidentiality during the handling of the complaint.
- The complainant is not required to pay any fees for the handling of the complaint.
Article 8: Responsibilities
- The complaints officer is responsible for the timely handling of the complaint.
- The person against whom the complaint has been made shall keep the complaints officer informed of any contact and possible resolution.
- The complaints officer shall keep the complainant informed about the handling of the complaint.
- The complaints officer shall maintain the complaint file.
Article 9: Complaint Registration
- The complaints officer records the complaint, including the subject of the complaint.
- A complaint may be classified under multiple subjects.
- The complaints officer periodically reports on the handling of complaints and makes recommendations to prevent new complaints, as well as to improve procedures.
- At least once a year, the reports and recommendations are discussed within the firm and submitted for decision-making.
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