COMPLAINTS MECHANISM

Article 1 - Definitions

In this complaint scheme, the following definitions apply:
(i) Complaint: any written expression of dissatisfaction by or on behalf of the client against the lawyer or the persons working under his responsibility about the conclusion and execution of a contract of engagement or the quality of services;
(ii) Complainant: the client or his/her representative who files a Complaint;
(iii) Complaints officer: The person handling the Complaint.

Article 2 - Scope of application

This complaints procedure applies to any contract of engagement between ARM Abogados and the client. Every client has the right to complain about the way in which an employee of ARM Abogados has behaved towards him or another.

Article 3 - Objectives

The purpose of this complaints procedure is to:
a. establishing a procedure to handle client complaints in a constructive manner;
b. maintaining and improving service quality through complaint analysis;
c. ensuring that complaints are handled promptly, carefully and free of charge.

Article 4 - Information at the start of service provision

  • This complaints procedure is publicly available on ARM Abogados' website (www.arm-abogados.com).
  • The client will be informed of this complaints procedure at the start of the service via the engagement letter.
  • Complaints referred to in Article 1 that are not resolved after treatment may be submitted to the competent authority in the Netherlands or Spain, depending on the applicable choice of law in the agreement.

Article 5 - Filing a complaint

The complaint should include at least:

  • the name and address of the complainant;
  • the date the complaint was filed;
  • a description of the conduct against which the complaint is directed.
    The complaint can be submitted in writing to the complaints officer:
    Mr Adolfo Ramos Molina, ARM Abogados.

Article 6 - Internal complaint procedure

  1. If a client approaches the firm with a complaint, it will be directed to the designated complaints officer.
  2. The complaints officer shall give the complainant an opportunity to explain his/her complaint.
  3. The complaints officer will try to reach a solution together with the complainant.
  4. The complaints officer will settle the complaint within four weeks of receipt. If this is not possible, the complainant will be notified, stating the reason for delay and the new deadline.
  5. The complaints officer shall inform the complainant in writing of the opinion on the merits of the complaint, whether or not accompanied by recommendations.
  6. The decision of the complaints officer cannot be objected to or appealed.

Article 7 - Registration and analysis of complaints

  • The complaints officer records the complaint with associated complaint topics.
  • Complaints are analysed annually for service improvement purposes.
  • Complaints will be treated confidentially and kept for at least five years.

Article 8 - Contact and final provisions