Finway B.V. ("Finway") aims to provide its clients with legal advice of the highest quality. If you are not satisfied with our service, we encourage you to let the lawyers involved know. If you are not comfortable doing so or if this does not have the desired effect, please contact our complaints officer, R.A. van Driel (master of law), by e-mail at robinvandriel@finway.nl.

Please find below our office complaints procedure, with which we intend to comply with article 6.28 of the Legal Profession Bye-Law (Verordening op de advocatuur).

Article 1 Definitions

In this office complaints procedure the following terms are used:

• Complaint: any written expression of dissatisfaction by or on behalf of the client vis-à-vis the lawyer or the persons working under his responsibility with regard to the conclusion and performance of a contract for services, the quality of the service provided or the amount of the fee charged, not being a complaint as referred to in paragraph 4 of the Act on Advocates (Advocatenwet);
• Complainant: the client or his representative who makes a complaint;
• Complaints officer: R.A. van Driel (master of law), the lawyer who is charged with the handling of the complaint.

Article 2 Scope of application

1. This office complaints procedure applies to every contract for services between Finway and the client.
2. Each lawyer at Finway is responsible for handling complaints in accordance with this office complaints procedure.

Article 3 Objectives

The objective of this office complaints procedure is:

1. to lay down a procedure for the constructive settlement of clients' complaints within a reasonable period of time;
2. to lay down a procedure for determining the causes of clients' complaints;
3. maintaining and improving existing relationships by means of good complaint handling;
4. training employees in responding to complaints in a client-focused manner;
5. improving the quality of service provision by means of complaint management and complaint analysis.

Article 4 Information upon commencement of services

1. This office complaints procedure has been made public through its publication on Finway's website www.finway.nl and has been declared applicable in Finway's general terms and conditions. 
2. Finway has included in its general terms and conditions to which independent party or authority a complaint that has not been resolved after treatment may be submitted for a binding ruling and has made this known in the confirmation of the order.
3. Complaints as referred to in article 1 of this office complaints procedure that have not been resolved after processing shall be submitted to the competent court in Amsterdam. 

Article 5 Internal complaint procedure

1. In case a client approaches the office with a complaint, the complaint will be forwarded to R.A. van Driel by e-mail.
2. The complaints officer informs the person who is the subject of the complaint about the submission of the complaint and gives the complainant and the person who is the subject of the complaint the opportunity to give an explanation of the complaint.
3. The person who is the subject of the complaint tries to find a solution together with the client, possibly after intervention by the complaints officer.
4. The complaints officer will deal with the complaint within four weeks of receiving it, or will notify the complainant of any deviation from this term, indicating the reasons for such deviation and the term within which the complaint will be dealt with.
5. The complaints officer shall inform the complainant and the person who is the subject of the complaint about in writing of the decision on the merits of the complaint, whether or not accompanied by recommendations.
6. If the complaint has been dealt with satisfactorily, the complainant, the complaints officer and the person who is the subject of the complaint sign off on the decision on the merits of the complaint.

Article 6 Confidentiality and free complaint handling

1. The complaints officer and the person who is the subject of the complaint observe confidentiality during the handling of the complaint.
2. The complainant is not obliged to pay any compensation for the costs of handling the complaint.

Article 7 Responsibilities

1. The complaints officer is responsible for the timely handling of the complaint.
2. The person who is the subject of the complaint keeps the complaints officer informed about any contact and a possible solution.
3. The complaints officer keeps the complainant informed about the handling of the complaint.
4. The complaints officer keeps the complaint file up to date.

Article 8 Registering complaints

1. The complaints officer registers the complaint and the subject of the complaint. Personal data is not registered.