Complaints

The lawyers of Bierens Law are committed to provide you with great service every day. Have you not experienced good service, or do you have a complaint to our organization? Then we would like to hear from you.

You can report a complaint via support@bierenslaw.com. We will ensure that your complaint is resolved as quickly as possible.

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Complaint procedure

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All complaints, including yours, are dealt with according to the office complaints procedure. Every law firm is obliged to post its specific office complaints procedure to its website. We are no different. Our regulations are as follows:

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• Submit your complaint including an explanation via support@bierenslaw.com.
• Complaints are always free of charge.
• Your file handler will resolve your complaint.
• You will receive a response to your complaint within one month. Preferably sooner, of course.
• Are you dissatisfied with the handling of your complaint or do you feel that a solution has not been reached? Your complaint will then be submitted to an independent party, such as a judge.

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Complaints Procedure Bierens Debt Recovery Lawyers B.V.

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1. This complaints procedure applies to every contract for services entered into by Bierens Debt Recovery Lawyers B.V. with its clients and applies to all persons who carry out their activities under the responsibility of Bierens Debt Recovery Lawyers B.V. in its clients’ matters.
2. Every lawyer employed by Bierens Debt Recovery Lawyers B.V. ensures that clients are informed that this procedure applies, prior to the matter being accepted. The procedure is publicized on the Bierens Debt Recovery Lawyers B.V. website(s).
3. This firm’s complaints procedure concerns complaints related to:
   • the realisation and the performance of a contract for services;
   • the quality of the service performance; and
   • the invoiced amount.
     • Complaints of another nature from Bierens Debt Recovery Lawyers B.V.’s clients maybe handled in another manner. The procedure does not apply to complaints that are lodged with the local Dean pursuant to paragraph 4 of the Counsel Act.
4. The lawyer who has been appointed as the account manager, is responsible for handling the complaint (even if the complaint is aimed against him/herself) and therefore acts in the matter referred to as complaints officer.
5. Within a month of receipt of the complaint, the complaints officer informs both the complainant and the person complained about, in writing of his reasoned opinion concerning the merits of the complaint, which may or may not be accompanied by recommendations.
6. If the complaints officer does not inform the complainant within one month of receipt of the complaint of his/her opinion, as intended in the previous clause, then the complaints officer informs the complainant and the person complained about of the reason for the delay, clearly stipulating the time limit for providing an opinion on the merit of the complaint.
7. The complainant and the person being complained about are allowed an opportunity to provide more detail about the complaint.
8. The complainant does not owe any costs for the handling of the complaint.
9. If the complainant deems the complaint unresolved after the handling of the complaint by the complaints officer, then this concerns a dispute between the complainant and Bierens Debt Recovery Lawyers B.V. which canonly be adjudicated by the legally competent civil court.
10. The complaints officer registers the complaint, specifying the nature of the complaint, the name of the complainant and the person complained about. The complaints officer ensures that the complaint is registered in the central complaints register maintained by Bierens Debt Recovery Lawyers B.V.

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Complaints can be submitted by e-mail with explanation to support@bierenslaw.com.

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