BACK

Information about Synergy Business Lawyers’ complaints procedure

Introduction


Synergy Business Lawyers values the satisfaction of its clients. If you, as a client, are not satisfied with the quality of our service or with the invoice, we ask you to first submit your objections to the attorney in charge. However, you can also contact our complaints officers Uri Aloni or Danny Barenholz directly. Our office handles a complaint according to a procedure which is described in our complaints procedure. You can find our complaints procedure on our website.

We would greatly appreciate it if you let us know when you have a complaint. You can be assured that we will include all justified complaints in the evaluation of our office and will do our utmost to prevent any recurrence.

COMPLAINTS PROCEDURE

1 – Definition

complaint

Any reasonably to be considered as such, oral or written expression of dissatisfaction regarding the services provided by the attorney at law, made known by or on behalf of the client within three months after the moment the client became aware, or could reasonably have become aware, of the acts/omissions of the attorney at law that gave rise to the complaint.

complainant

The client or its representative making a complaint.

complaints procedure

The procedure used in the office to deal with complaints.

complaints officer

The person, other than the lawyer against whom the complaint is directed, to whom the handling of the complaint has been handed over to.

Complaints Registration Form

An internal form used to implement the procedure as laid down in the complaints procedure.

2 – Objectives

The objectives of the complaints procedure are

  1. The establishment of a procedure to deal constructively with client complaints within a reasonable period of time.
  2. The establishment of a procedure to determine the causes of client complaints.
  3. Maintain and improve the existing relationships by means of good complaints handling.
  4. Train employees in responding to complaints in a client-focused way. 
  5. Improving the quality of service by means of complaints handling and complaints analysis.

3 – Informing the client

The attorney at law informs the client that the firm has a complaints procedure.

4 – The internal complaints procedure

  1. If a client approaches the office in any way with a complaint, the attorney in charge must be notified.
  2. The attorney in charge will, whether or not after consulting the complaints officer, try to reach a solution together with the complainant.
  3. The attorney in charge or the complaints officer will ensure that the complaint is dealt with properly in accordance with the present complaints procedure.
  4. Confidentiality must be guaranteed under all circumstances.
  5. The decision on the complaint will be communicated to the complainant.

5 – Registration and classification of the complaint

  1. All complaints will be registered according to the Complaints Registration Form.

  2. The complaints officer registers and classifies the complaint

    The complaint shall be classified:
    –        according to the method of filing:
    A.     orally
    B.     in writing

    –        to the type of complaint according to the following categories:
    I.               complaints about the way of working or treatment by the attorney at law.
    II.              complaints about the legal aspects of the service provided.
    III.             complaints about the financial aspects of the service provided.
    IV.            complaints about the working practice in general.

  3. A complaint can be classified into multiple classes.
  4. If the complaint has been dealt with satisfactorily, the attorney in charge and the complaints officer will sign the Complaints Registration Form.

6 – Responsibilities

  1. The attorney in charge and subsequently the complaints officer are responsible for the handling and settlement of the complaints.
  2. The complaints officer is responsible for the completion of the Complaints Registration Form.
  3. The attorney in charge keeps the complaints officer up to date about the further handling of the complaint.
  4. The complaint must be settled in writing by the office within four weeks.
  5. The complaints officer will provide a response to the complainant.
  6. The complaints officer will keep the complaint file up to date.

7 – Analysis of complaint

  1. The Complaint Registration Forms will be collected from the complaints officer after the complaint has been dealt with.
  2. The complaints officer reports periodically on the handling of complaints.
  3. The complaints officer processes the data and makes an annual analysis.
  4. The complaints officer also makes recommendations to prevent new complaints, as well as to improve procedures.

8 – Discuss internally

  1. Once a year the complaints data are discussed on the basis of an analysis at the office.
  2. Measures for improvement are prepared and planned.
  3. The complaints officer is responsible for preparing this meeting and making an analysis.

9 – Preventive measures

  1. Based on the annual analysis of the complaints officer, the office decides on the preventive measures to be taken in order to improve the quality of the service.
  2. The measures to be taken are presented together with the analysis in the office meeting.

Proud member of:

Linkedin

Copyright © 2023 *** . All Rights Reserved.

Search