Hill Smith King & Wood — your satisfaction matters to us.
We aspire to continuously improve the quality of our service. If you are not satisfied for any reason, we would like to hear from you.
Your complaint can be sent via email to administration@hskwlaw.com. We will respond in accordance with this procedure and aim to deal with any complaint constructively within a reasonable period of time.
HSKW does not participate in the complaints and dispute resolution procedure of the Dutch Bar Association.
In this complaints procedure, "complaint" means: dissatisfaction with an attorney (advocaat) or tax advisor (belastingadviseur), or another person working at HSKW, which is expressed in writing via administration@hskwlaw.com by or on behalf of a client in relation to the services requested, the quality of service provided, or the amount invoiced, other than a complaint as referred to in §4 of the Attorneys Act (Advocatenwet). In relation to such excluded complaints, the client may always file a complaint or claim with the Dutch Bar Association.
This complaints procedure applies to all agreements for services between the client and HSKW, such services to be provided by one or more attorneys (advocaten) or tax advisors (belastingadviseurs) at HSKW.
The purpose of this complaints procedure is to:
This complaints procedure can be found on our website www.hskwlaw.com.
If a complaint has been brought to the attention of HSKW in accordance with this procedure but has not been satisfactorily resolved, this complaint may be submitted to the Court designated in HSKW's general terms and conditions to deal with any disputes between HSKW and its clients. The General Terms and Conditions are available on our website.
Each complaint received will be passed on to an attorney — excluding the attorney or tax advisor to whom the complaint relates — designated by HSKW as the complaints officer for that specific complaint.
The complaints officer will at least inform the attorney or tax advisor to whom the complaint relates — or the attorney or tax advisor responsible for the persons to whom the complaint relates — of the complaint received.
The complaints officer will endeavour to resolve the complaint in a constructive manner and will keep the client informed of the progress of the handling of the complaint. The complaints officer will provide a substantive response to the complaint within a reasonable period, in principle within 4 weeks of receipt of the complaint.
If the complaint cannot be resolved within the stated period, the client will be informed of the reason and given an indication of the new deadline within which a response can be expected.