The Complaints Regulation of the George-Bogdan Pocovnicu Law Office

(according to Article 6.28 of the Verordening op de advocatuur)

Article 1. Definitions

In this complaint regulation of the office it is understood by:

• Complaint: any written expression of dissatisfaction of or on behalf of the client by the lawyer or by the persons working under his responsibility regarding the conclusion and execution of a mandate contract, the quality of the services or the amount of the invoice, with the exception of complaints provided for in paragraph 4 of the Law on lawyers;
• Complainant: the customer or his representative who makes a complaint;
• The person responsible for handling complaints: the lawyer in charge of handling the complaint.

Article 2. Scope

1. This complaint regulation of the office applies to any contract of mandate concluded between the George-Bogdan Pocovnicu Law Firm and the client.
2. Lawyer George-Bogdan Pocovnicu ensures that complaints are handled according to the complaints regulations of the office.

Article 3. Objectives

This complaint regulation of the office has the following objectives:
a. establishing a procedure for resolving customer complaints within a reasonable time and in a constructive way;
b. establishing a procedure for identifying the causes of customer complaints;
c. maintaining and improving existing relationships through effective complaint management;
d. training employees in terms of customer-oriented response to complaints; e. improving the quality of services through the management and analysis of complaints.

Article 4. Information at the beginning of the provision of services

This complaint regulation of the office has been made public. The lawyer informs the client before concluding the mandate contract that the office has a complaint regulation and that it applies to the services provided.

Article 5. Internal complaints procedure

The person responsible for handling complaints (Lawyer George-Bogdan Pocovnicu) resolves the complaint within four weeks of receiving the complaint or informs the complainant about the deviation from this deadline, indicating the deadline in which a decision will be issued regarding the complaint. The lawyer George-Bogdan Pocovnicu informs the complainant about the decision regarding the validity of the complaint, accompanied or not by recommendations.

In any case, the complaint must be resolved within a reasonable time. If the complainant is not satisfied with the decision, he can contact a mediator for further resolution of the complaint.

Article 6.

All persons involved in this procedure must respect confidentiality during the complaint handling process. The complainant does not have to pay any costs for handling the complaint.