Complaints Procedure
How Gimbrere Legal Handles Client Complaints Professionally
At Gimbrere Legal, we value the satisfaction of our clients. Although we strive to deliver the highest quality legal services, it is possible that you may not be fully satisfied. In such cases, you have the right to submit a complaint through our formal complaints procedure.
If you are dissatisfied with our services, you may file a complaint. A complaint can concern any aspect of our legal assistance or communication. Complaints are handled carefully and confidentially by a designated complaints officer who is not involved in your case.
You may submit your complaint in writing, by email, or via the contact form on this website. Please clearly describe the reason for your complaint and include your contact details, the name of your lawyer, and any relevant case reference.
What Happens After You File a Complaint?
Once we receive your complaint, the following steps apply:
We will confirm receipt of your complaint within 5 working days.
The complaints officer will review your complaint and consult with all parties involved.
You will receive a written response with our findings within 4 weeks.
If necessary, we will propose a suitable solution.
Purpose of Our Complaints Procedure
The aim of our complaints procedure is:
To resolve your complaint efficiently and fairly.
To improve the quality of our services through your feedback.
To maintain a positive and transparent relationship with our clients.
DEFINITIONS
- Complaint
Any verbal or written expression of dissatisfaction concerning the services provided by the lawyer, expressed by or on behalf of the client and reasonably considered as such. - Complainant
The client or their representative who submits a complaint. - Complaints procedure
The procedure applied at the office for handling complaints. - Complaints policy
This document, being the written representation of the complaints procedure used at the office. - Complaints officer
The person, not being the lawyer against whom the complaint is directed, to whom the handling of the complaint has been assigned. - Complaint registration form
An internal form used to implement the procedure laid out in the complaints polic.
OBJECTIVES
The objectives of the complaints policy are:
- To establish a procedure to handle client complaints in a constructive manner within a reasonable time.
- To determine the causes of client complaints.
- To maintain and improve existing relationships through proper complaint handling.
- To train staff to respond to complaints in a client-oriented manner.
- To improve the quality of services through complaint handling and analysis.
INFORMING THE CLIENT
- The client is informed that the office has a complaints procedure in place.
INTERNAL COMPLAINTS PROCEDURE
- When a client approaches the office with a complaint in any form, the lawyer involved must be informed. The involved lawyer will attempt to resolve the issue with the client, with or without consultation of the complaints officer. The involved lawyer or the complaints officer ensures the complaint is handled properly, in accordance with this complaints policy. Confidentiality must be maintained under all circumstances. The decision on the complaint is communicated to the client.
REGISTRATION AND CLASSIFICATION OF COMPLAINTS
- All complaints are registered using the complaint registration form. The complaints officer registers and classifies the complaint:
- By method of submission:
A. verbal
B. written - By nature of the complaint, according to the following categories:
I. complaints about the conduct or attitude of the lawyer
II. complaints regarding the legal content of the service
III. complaints about financial aspects of the service
IV. complaints about general office management - A complaint may be classified under multiple categories.
- If the complaint is resolved satisfactorily, both the involved lawyer and the complaints officer sign the complaint registration form.
RESPONSIBILITIES
- The involved lawyer, and subsequently the complaints officer, are responsible for handling and resolving the complaints.
- The complaints officer is responsible for the complete and accurate filling in of the complaint registration form.
- The involved lawyer keeps the complaints officer informed of further developments.
- The complaint must be resolved in writing by the office within four weeks.
- The complaints officer is responsible for sending a response to the complainant.
- The complaints officer maintains the complaint file.
- The firm is not affiliated with the Disputes Committee for the Legal Profession.
ANALYSIS OF COMPLAINTS
- The complaint registration forms are collected by the complaints officer after the complaint is closed.
- The complaints officer provides periodic reports on complaint handling.
- The complaints officer processes the data and compiles an annual analysis.
- The complaints officer also makes recommendations to prevent new complaints and to improve procedures.
INTERNAL REVIEW
- Once a year, complaint data is reviewed internally based on the annual analysis.
- Improvement measures are prepared and planned.
- The complaints officer is responsible for preparing the meeting and the analysis.
PREVENTIVE ACTION
- Based on the annual analysis by the complaints officer, the office decides on preventive measures to improve service quality.
- The proposed measures are presented along with the analysis at the office meeting.
