general terms

Article 1 Definitions

In this office complaints procedure the following terms shall have the meaning as written below:

• firm: the private company with limited liability Medialaw B.V., also trading under the name Just Marc ®, having its registered office in Amsterdam.
• complaint: every written expression of dissatisfaction by or on behalf of the complainant towards the attorney-at-law (or the persons working under his responsibility) of Medialaw about 
• the conclusion and execution of a services agreement with the firm;
• the quality of the services provided by the firm; and/or
• the amount of the firm's billing;
• not being a complaint as referred to in section 4 of the Dutch Advocaten Act.
• complainant: the client or the client's representative who makes a complaint known.
• complaints officer: the attorney-at-law of the firm charged with handling the complaint.

Article 2 Scope of application

1. This office complaint procedure applies to any contract for services between the firm and the client.
2. The firm will handle complaints in accordance with this office complaint procedure.

Article 3 Objectives

The objectives of this office complaint procedure are:

1. to establish a procedure to deal constructively with client complaints within a reasonable period of time;
2. to establish a procedure to determine the causes of client complaints;
3. maintaining and improving existing relationships through proper complaint handling;
4. improvement of the quality of service through complaint handling and complaint analysis.

Article 4 Information at the start of service provision

1. This office complaints procedure is published on www.medialaw.nl. Before entering into the contract for professional services, the attorney handling the case informs the client that the firm has an office complaints procedure and that this procedure applies to the services provided.
2. The general conditions of the office stipulate to which independent party or body a complaint that is not resolved after treatment can be submitted for a binding decision.

Article 5 Complaint procedure

1. If a client approaches the firm with a complaint, the complaint will be forwarded to Mr. M.C.S. de Boer, who thereby acts as complaints officer.
2. The complaints officer shall notify the person complained about of the filing of the complaint and shall give the complainant and the person complained about an opportunity to explain the complaint.
3. The person of the firm about whom a complaint has been made shall try to reach a solution together with the client, whether or not after the intervention of the complaints officer.
4. The complaints officer shall settle the complaint within four weeks of receiving the complaint, or shall notify the complainant of any deviation from this deadline, giving reasons. In the latter case, he will state the term within which an opinion on the complaint will be given.
5. The complaints officer will notify the complainant and the person complained against in writing of his/her opinion on the merits of the complaint, whether or not accompanied by recommendations.
6. If the complaint is settled satisfactorily, the complainant, the complaints officer and the person complained about will sign the letter settling the complaint for approval.

Article 6 Confidentiality and free complaint handling

1. The complaints officer and the person about whom a complaint has been made shall observe confidentiality in handling the complaint.
2. The complainant shall not be charged for the costs of handling the complaint.

Article 7 Responsibilities

1. The complaints officer is responsible for the timely handling of the complaint.
2. The complaints officer shall keep the complainant informed about the handling of the complaint.
3. The complaints officer shall maintain the complaint file.

Article 8 Complaint registration

1. The complaints officer shall register the complaint, including the subject of the complaint.
2. A complaint may be divided into several subjects.
3. Where necessary, the complaints officer will make recommendations for the prevention of new complaints, as well as for the improvement of procedures.
4. At least once a year, the recommendations will be discussed at the office and submitted for decision-making.

Amsterdam, December 2024