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Customer Satisfaction

Customer Satisfaction

Complaint and dispute resolution

  • 16.1 Elfi Advocaten participates in the Complaints and Disputes Scheme for the Legal Profession.
  • 16.2 All disputes that may arise from the formation or execution of an assignment, including disputes over bills, can be settled in accordance with the Dispute Committee's Regulations. By entering into an agreement with Elfi Advocaten, the client accepts the applicability of the complaints and dispute resolution procedure in the legal profession.
  • 16.3 If the client is dissatisfied with (a part of) the handling of his case, he must, before the complaint can be submitted to the Dispute Committee, make the complaint known in writing and substantiated to Elfi Advocaten attn: Complaints Handling Department.
  • 16.4 The client must submit his complaint to Elfi Advocaten within three months after the moment he became aware or reasonably could have become aware of the act or omission that gave rise to his complaint.
  • 16.5 The complaint handler will then enter into discussions with the client and the lawyer to see if an amicable resolution of the dispute is possible. If an amicable solution does not seem possible, the complaint handler will explain to the client how the complaint procedure will proceed. Elfi Advocaten will set out a solution in writing to the client within four weeks of receiving the complaint. If the complaint has not been resolved within the set period, or not to satisfaction, the client can then submit his complaint to the Dispute Committee for the Legal Profession.
  • 16.6 The client can submit his complaint to the Dispute Committee for the Legal Profession at the latest twelve months after the written response from Elfi Advocaten. After this period, this possibility expires.
  • 16.7 The Dispute Committee for the Legal Profession is authorized to judge complaints concerning the quality of the service and the amount of the bills.
  • 16.8 Elfi Advocaten can submit unpaid bills to the Dispute Committee.

Elfi Advocaten believes quality comes through specialisation: We specialised in personal injury law and victim law (bodily and fatal injuries), employment law en social security law. Because our focus on this area of law, we can deliver legal assistance of high quality. Our firm is located right in the centre of Rotterdam. We provide assistance to victims and their loved ones from all over the Netherlands.

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