{"id":4448,"date":"2021-03-16T11:26:00","date_gmt":"2021-03-16T10:26:00","guid":{"rendered":"https:\/\/blue-legal.nl\/?page_id=4448"},"modified":"2021-03-16T11:26:37","modified_gmt":"2021-03-16T10:26:37","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/blue-legal.nl\/en\/complaints-procedure\/","title":{"rendered":"Complaints procedure"},"content":{"rendered":"<div class=\"wpb-content-wrapper\">[vc_row thb_full_width=&#8221;true&#8221; content_placement=&#8221;middle&#8221; parallax=&#8221;content-moving&#8221; parallax_image=&#8221;12&#8243; parallax_speed_bg=&#8221;1.1&#8243; bg_gradient_direction=&#8221;-90&#8243; bg_gradient1=&#8221;#00b5de&#8221; bg_gradient2=&#8221;rgba(0,181,222,0.33)&#8221; el_class=&#8221;custom-header&#8221; thb_divider_color=&#8221;#ffffff&#8221; thb_divider_height=&#8221;75px&#8221;][vc_column][vc_row_inner][vc_column_inner offset=&#8221;vc_col-lg-8&#8243;]\t<div id=\"thb-slidetype-6a817f8d45741\" class=\"thb-slidetype \" data-style=\"style1\">\n\t\t\n<h2><span class=\"thb-slidetype-entry\"><span class=\"lines\">Blue Legal advocaten | juristen<\/span><\/span><span class=\"thb-slidetype-entry\"><span class=\"lines\"><\/span><\/span><\/h2>\n\t\t\t\t<style>\n\t\t\t#thb-slidetype-6a817f8d45741 .thb-slidetype-entry {\n\t\t\t\tcolor: #ffffff;\n\t\t\t}\n\t\t<\/style>\n\t\t\t<\/div>\n\n\t\t<div id=\"thb-slidetype-6a817f8d45803\" class=\"thb-slidetype \" data-style=\"style2\">\n\t\t\n<h1><span class=\"thb-slidetype-entry\"><span class=\"lines\">Klachtenregeling<\/span><\/span><\/h1>\n\t\t\t\t<style>\n\t\t\t#thb-slidetype-6a817f8d45803 .thb-slidetype-entry {\n\t\t\t\tcolor: #ffffff;\n\t\t\t}\n\t\t<\/style>\n\t\t\t<\/div>\n\n\t[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row thb_full_width=&#8221;true&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;default-row-padding&#8221;][vc_column][vc_row_inner css=&#8221;.vc_custom_1610467738605{padding-bottom: 25px !important;}&#8221;][vc_column_inner]\t<a id=\"thb-button-6a817f8d458c5\" class=\"btn style1 medium  accent no-radius animation fade-in   arrow-enabled\" href=\"https:\/\/blue-legal.nl\/wp-content\/uploads\/2021\/01\/Interne_klachtenregeling_Blue_Legal.pdf\" target=\"_blank\" role=\"button\">\n\t\t\t\t\t<span class=\"thb-button-icon\"><i class=\"far fa-file-pdf\"><\/i><\/span>\t\t\t<span>Download in PDF<\/span>\n\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" xmlns:xlink=\"http:\/\/www.w3.org\/1999\/xlink\" x=\"0px\" y=\"0px\"\n\t width=\"30px\" height=\"18px\" viewBox=\"0 0 30 18\" enable-background=\"new 0 0 30 18\" xml:space=\"preserve\">\n<path class=\"handle\" d=\"M20.305,16.212c-0.407,0.409-0.407,1.071,0,1.479s1.068,0.408,1.476,0l7.914-7.952c0.408-0.409,0.408-1.071,0-1.481\n\tl-7.914-7.952c-0.407-0.409-1.068-0.409-1.476,0s-0.407,1.071,0,1.48l7.185,7.221L20.305,16.212z\"\/>\n<path class=\"bar\" fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M1,8h28.001c0.551,0,1,0.448,1,1c0,0.553-0.449,1-1,1H1c-0.553,0-1-0.447-1-1\n\tC0,8.448,0.447,8,1,8z\"\/>\n<\/svg>\n\t\t<\/a>\n\t\t[\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text](behorende bij artikel 6.28 van de Verordening op de advocatuur)<\/p>\n<h3>Artikel 1 begripsbepalingen<\/h3>\n<p>In deze kantoorklachtenregeling wordt verstaan onder:<\/p>\n<ul>\n<li>Klacht: iedere schriftelijke uiting van ongenoegen van of namens de cli\u00ebnt jegens de advocaat of de onder diens verantwoordelijkheid werkzame personen over de totstandkoming en de uitvoering van een overeenkomst van opdracht, de kwaliteit van de dienstverlening of de hoogte van de declaratie, niet zijnde een klacht als bedoeld in paragraaf 4 van de Advocatenwet;<\/li>\n<li>Klager: de cli\u00ebnt of diens vertegenwoordiger die een klacht kenbaar maakt;<\/li>\n<li>Klachtenfunctionaris: de advocaat die is belast met de afhandeling van de klacht;<\/li>\n<\/ul>\n<h3>Artikel 2 toepassingsbereik<\/h3>\n<ol>\n<li>Deze kantoorklachtenregeling is van toepassing op iedere overeenkomst van opdracht tussen Blue Legal advocaten | juristen en de cli\u00ebnt.<\/li>\n<li>Iedere advocaat van Blue Legal advocaten | juristen draagt zorg voor klachtafhandeling conform de kantoorklachtenregeling.<\/li>\n<\/ol>\n<h3>Artikel 3 doelstellingen<\/h3>\n<p>Deze kantoorklachtenregeling heeft tot doel:<\/p>\n<ol>\n<li>Het vastleggen van een procedure om klachten van cli\u00ebnten binnen een redelijke termijn op een constructieve wijze af te handelen;<\/li>\n<li>Het vastleggen van een procedure om de oorzaken van klachten van cli\u00ebnten vast te stellen;<\/li>\n<li>Behoud en verbetering van bestaande relaties door middel van goede klachtenbehandeling;<\/li>\n<li>Medewerkers te trainen in cli\u00ebntgericht reageren op klachten;<\/li>\n<li>Verbetering van de kwaliteit van de dienstverlening met behulp van klachtbehandeling en klachtanalyse.<\/li>\n<\/ol>\n<h3>Artikel 4 informatie bij aanvang dienstverlening<\/h3>\n<ol>\n<li>Deze kantoorklachtenregeling is openbaar gemaakt. De advocaat wijst de cli\u00ebnt voor het aangaan van de overeenkomst van opdracht erop dat het kantoor een kantoorklachtenregeling hanteert en dat deze van toepassing is op de dienstverlening.<\/li>\n<li>Blue Legal advocaten | juristen heeft in de algemene voorwaarden opgenomen bij welke onafhankelijke partij of instantie een klacht die na behandeling niet is opgelost kan worden voorgelegd ter verkrijging van een bindende uitspraak en heeft dit bij de opdrachtbevestiging kenbaar gemaakt.<\/li>\n<li>Klachten als bedoeld in artikel 1 van deze kantoorklachtenregeling die na behandeling niet zijn opgelost worden voorgelegd aan de rechtbank of bindend advies.<\/li>\n<\/ol>\n<h3>Artikel 5 interne klachtprocedure<\/h3>\n<ol>\n<li>Indien een cli\u00ebnt het kantoor benadert met een klacht, dan wordt de klacht doorgeleid naar de heer mr. J.P. van Asten, die daarmee optreedt als klachtenfunctionaris.<\/li>\n<li>De klachtenfunctionaris stelt degene over wie is geklaagd in kennis van het indienen van de klacht en stelt de klager en degene over wie is geklaagd in de gelegenheid een toelichting te geven op de klacht.<\/li>\n<li>Degene over wie is geklaagd tracht samen met de cli\u00ebnt tot een oplossing te komen al dan niet na tussenkomst van de klachtenfunctionaris.<\/li>\n<li>De klachtenfunctionaris handelt de klacht af binnen vier weken na ontvangst van de klacht of doet met opgave van redenen mededeling aan de klager over afwijking van deze termijn met vermelding van de termijn waarbinnen wel een oordeel over de klacht wordt gegeven.<\/li>\n<li>De klachtenfunctionaris stelt de klager en degene over wie is geklaagd schriftelijk op de hoogte van het oordeel over de gegrondheid van de klacht, al dan niet vergezeld van aanbevelingen.<\/li>\n<li>Indien de klacht naar tevredenheid is afgehandeld, tekenen de klager, de klachtenfunctionaris en degene over wie is geklaagd het oordeel over de gegrondheid van de klacht.<\/li>\n<\/ol>\n<h3>Artikel 6 geheimhouding en kosteloze klachtbehandeling<\/h3>\n<ol>\n<li>De klachtenfunctionaris en degene over wie is geklaagd nemen bij de klachtbehandelin geheimhouding in acht.<\/li>\n<li>De klager is geen vergoeding verschuldigd voor de kosten van de behandeling van de klacht.<\/li>\n<\/ol>\n<h3>Artikel 7 verantwoordelijkheden<\/h3>\n<ol>\n<li>De klachtenfunctionaris is verantwoordelijk voor de tijdige afhandeling van de klacht.<\/li>\n<li>Degene over wie is geklaagd houdt de klachtenfunctionaris op de hoogte over eventueel contact en een mogelijke oplossing.<\/li>\n<li>De klachtenfunctionaris houdt de klager op de hoogte over de afhandeling van de klacht.<\/li>\n<li>De klachtenfunctionaris houdt het klachtdossier bij.<\/li>\n<\/ol>\n<h3>Artikel 8 klachtregistratie<\/h3>\n<ol>\n<li>De klachtenfunctionaris registreert de klacht met daarbij het klachtonderwerp.<\/li>\n<li>Een klacht kan in meerdere onderwerpen worden ingedeeld.<\/li>\n<li>De klachtenfunctionaris brengt periodiek verslag uit over de afhandeling van de klachten en doet aanbevelingen ter voorkoming van nieuwe klachten, alsmede ter verbetering van procedures.<\/li>\n<li>Minimaal eenmaal per jaar wordt de verslagen en de aanbevelingen op het kantoor besproken en ter besluitvorming voorgelegd.<\/li>\n<\/ol>\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row]\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row thb_full_width=&#8221;true&#8221; content_placement=&#8221;middle&#8221; parallax=&#8221;content-moving&#8221; parallax_image=&#8221;12&#8243; parallax_speed_bg=&#8221;1.1&#8243; bg_gradient_direction=&#8221;-90&#8243; bg_gradient1=&#8221;#00b5de&#8221; bg_gradient2=&#8221;rgba(0,181,222,0.33)&#8221; el_class=&#8221;custom-header&#8221; thb_divider_color=&#8221;#ffffff&#8221; thb_divider_height=&#8221;75px&#8221;][vc_column][vc_row_inner][vc_column_inner offset=&#8221;vc_col-lg-8&#8243;][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row thb_full_width=&#8221;true&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;default-row-padding&#8221;][vc_column][vc_row_inner css=&#8221;.vc_custom_1610467738605{padding-bottom: 25px !important;}&#8221;][vc_column_inner][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text](behorende bij artikel 6.28 van de Verordening op de advocatuur) Artikel 1 begripsbepalingen In deze kantoorklachtenregeling wordt verstaan onder: Klacht: iedere schriftelijke uiting van ongenoegen van of namens de cli\u00ebnt jegens de advocaat of de onder diens&hellip;<\/p>\n","protected":false},"author":1,"featured_media":4006,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_joinchat":[],"footnotes":""},"coauthors":[],"class_list":["post-4448","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.2 (Yoast SEO v28.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Complaints procedure<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blue-legal.nl\/en\/complaints-procedure\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints procedure\" \/>\n<meta property=\"og:description\" content=\"[vc_row thb_full_width=&#8221;true&#8221; content_placement=&#8221;middle&#8221; parallax=&#8221;content-moving&#8221; parallax_image=&#8221;12&#8243; parallax_speed_bg=&#8221;1.1&#8243; bg_gradient_direction=&#8221;-90&#8243; bg_gradient1=&#8221;#00b5de&#8221; bg_gradient2=&#8221;rgba(0,181,222,0.33)&#8221; el_class=&#8221;custom-header&#8221; thb_divider_color=&#8221;#ffffff&#8221; thb_divider_height=&#8221;75px&#8221;][vc_column][vc_row_inner][vc_column_inner offset=&#8221;vc_col-lg-8&#8243;][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row thb_full_width=&#8221;true&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;default-row-padding&#8221;][vc_column][vc_row_inner css=&#8221;.vc_custom_1610467738605{padding-bottom: 25px !important;}&#8221;][vc_column_inner][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text](behorende bij artikel 6.28 van de Verordening op de advocatuur) Artikel 1 begripsbepalingen In deze kantoorklachtenregeling wordt verstaan onder: Klacht: iedere 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