{"id":1693,"date":"2025-07-14T13:08:03","date_gmt":"2025-07-14T11:08:03","guid":{"rendered":"https:\/\/kaminada.it\/?page_id=1693"},"modified":"2025-07-14T13:20:22","modified_gmt":"2025-07-14T11:20:22","slug":"complaints-mechanism","status":"publish","type":"page","link":"https:\/\/kaminada.nl\/en\/complaints-mechanism\/","title":{"rendered":"Complaints scheme"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"1693\" class=\"elementor elementor-1693\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-78e0dbaf e-con-full e-flex e-con e-parent\" data-id=\"78e0dbaf\" data-element_type=\"container\" id=\"header_pop\" data-settings=\"{&quot;sticky&quot;:&quot;top&quot;,&quot;sticky_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;],&quot;sticky_offset&quot;:0,&quot;sticky_effects_offset&quot;:0,&quot;sticky_anchor_link_offset&quot;:0}\">\n\t\t<div class=\"elementor-element elementor-element-45f183bf e-flex e-con-boxed e-con e-child\" data-id=\"45f183bf\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-79c48a93 elementor-hidden-mobile e-con-full e-flex e-con e-child\" data-id=\"79c48a93\" data-element_type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-591f8168 elementor-icon-list--layout-inline elementor-align-left elementor-mobile-align-center elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"591f8168\" data-element_type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items elementor-inline-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"tel:+31850848390\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-phone\" viewbox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M493.4 24.6l-104-24c-11.3-2.6-22.9 3.3-27.5 13.9l-48 112c-4.2 9.8-1.4 21.3 6.9 28l60.6 49.6c-36 76.7-98.9 140.5-177.2 177.2l-49.6-60.6c-6.8-8.3-18.2-11.1-28-6.9l-112 48C3.9 366.5-2 378.1.6 389.4l24 104C27.1 504.2 36.7 512 48 512c256.1 0 464-207.5 464-464 0-11.2-7.7-20.9-18.6-23.4z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">NL: +31 850 848 390<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"tel:+34865780203\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-phone\" viewbox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M493.4 24.6l-104-24c-11.3-2.6-22.9 3.3-27.5 13.9l-48 112c-4.2 9.8-1.4 21.3 6.9 28l60.6 49.6c-36 76.7-98.9 140.5-177.2 177.2l-49.6-60.6c-6.8-8.3-18.2-11.1-28-6.9l-112 48C3.9 366.5-2 378.1.6 389.4l24 104C27.1 504.2 36.7 512 48 512c256.1 0 464-207.5 464-464 0-11.2-7.7-20.9-18.6-23.4z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">ES: +34 865 780 203<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-inline-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"mailto:info@kaminada.nl\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-envelope\" viewbox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M502.3 190.8c3.9-3.1 9.7-.2 9.7 4.7V400c0 26.5-21.5 48-48 48H48c-26.5 0-48-21.5-48-48V195.6c0-5 5.7-7.8 9.7-4.7 22.4 17.4 52.1 39.5 154.1 113.6 21.1 15.4 56.7 47.8 92.2 47.6 35.7.3 72-32.8 92.3-47.6 102-74.1 131.6-96.3 154-113.7zM256 320c23.2.4 56.6-29.2 73.4-41.4 132.7-96.3 142.8-104.7 173.4-128.7 5.8-4.5 9.2-11.5 9.2-18.9v-19c0-26.5-21.5-48-48-48H48C21.5 64 0 85.5 0 112v19c0 7.4 3.4 14.3 9.2 18.9 30.6 23.9 40.7 32.4 173.4 128.7 16.8 12.2 50.2 41.8 73.4 41.4z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">info@kaminada.nl<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7b46f010 e-flex e-con-boxed e-con e-child\" data-id=\"7b46f010\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e2e7605 elementor-widget-tablet__width-initial e-transform elementor-widget elementor-widget-image\" data-id=\"e2e7605\" data-element_type=\"widget\" data-settings=\"{&quot;_transform_scale_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:2,&quot;sizes&quot;:[]},&quot;_transform_scale_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_scale_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/kaminada.nl\/en\">\n\t\t\t\t\t\t\t<img decoding=\"async\" width=\"300\" height=\"98\" src=\"https:\/\/kaminada.nl\/wp-content\/uploads\/2025\/06\/Kaminada_legalaccounting_-logo_rgb-300x98.png\" class=\"attachment-medium size-medium wp-image-1550\" alt=\"\" srcset=\"https:\/\/kaminada.nl\/wp-content\/uploads\/2025\/06\/Kaminada_legalaccounting_-logo_rgb-300x98.png 300w, https:\/\/kaminada.nl\/wp-content\/uploads\/2025\/06\/Kaminada_legalaccounting_-logo_rgb.png 598w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-45886be6 e-flex e-con-boxed e-con e-parent\" data-id=\"45886be6\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2e555ad1 elementor-widget elementor-widget-heading\" data-id=\"2e555ad1\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Complaints scheme<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-26d55ab2 e-flex e-con-boxed e-con e-parent\" data-id=\"26d55ab2\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2e592f14 elementor-widget elementor-widget-text-editor\" data-id=\"2e592f14\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Article 1 - Definitions<\/strong><\/p><p>In this complaints procedure, the following definitions apply:<\/p><p>(i) <strong>Complaint<\/strong>: any written expression of dissatisfaction by or on behalf of the client towards the lawyer or a person performing work under his responsibility, regarding the conclusion and\/or execution of a contract of engagement or the quality of services;<\/p><p>(ii) <strong>Complainant<\/strong>: the client or his\/her representative filing a complaint;<\/p><p>(iii) <strong>Complaints officer<\/strong>: The person in charge of handling the complaint. This officer acts independently and is not (has not been) directly involved in the issue to which the complaint relates.<\/p><p>\u00a0<\/p><p><strong>Article 2 - Scope of application<\/strong><\/p><p>This complaints procedure applies to any contract of engagement between Kaminada and the client. Any client has the right to complain about the acts or omissions of a Kaminada employee towards him or a third party.<\/p><p>\u00a0<\/p><p><strong>Article 3 - Objectives<\/strong><\/p><p>This scheme aims to:<\/p><ol><li>Establish a procedure for the constructive handling of client complaints;<\/li><li>monitor and improve service quality through complaint analysis;<\/li><li>ensure prompt, careful and free of charge handling of complaints.<\/li><\/ol><p>\u00a0<\/p><p><strong>Article 4 - Information at the start of service provision<\/strong><\/p><ul><li>This complaints procedure is publicly available through Kaminada's website: <a href=\"https:\/\/kaminada.nl\/en\/\">kaminada.co.uk<\/a>.<\/li><li>The client is informed of this arrangement at the start of the service via the engagement letter.<\/li><li>If a complaint referred to in Article 1 is not resolved to your satisfaction after settlement, the complaint may be submitted to the competent authority in the Netherlands, Portugal or Spain, depending on the applicable law as agreed.<\/li><\/ul><p>\u00a0<\/p><p><strong>Article 5 - Filing a complaint<\/strong><\/p><p>A complaint should contain at least the following elements:<\/p><ul><li>the name and address of the complainant;<\/li><li>the date of submission;<\/li><li>a description of the act or omission to which the complaint relates.<\/li><\/ul><p>The complaint may be addressed in writing to the complaints officer:<\/p><p>Mr Jon de Haas da Cruz, Director<\/p><p>\u00a0<\/p><p><strong>Article 6 - Internal complaints procedure<\/strong><\/p><ol><li>If a client approaches the firm with a complaint, it will be referred to the designated complaints officer.<\/li><li>The complaints officer shall give the complainant an opportunity to explain the complaint.<\/li><li>The complaints officer will try to reach a solution together with the complainant.<\/li><li>The complaint will be dealt with within four weeks of receipt. If this is not possible, the complainant will be informed, stating the reason and the new deadline for handling.<\/li><li>The complaints officer shall inform the complainant in writing of the verdict on the merits of the complaint, possibly accompanied by recommendations.<\/li><li>No appeal or objection is possible against the opinion of the complaints officer.<\/li><li>Filing a complaint will never result in any adverse or discriminatory treatment of the complainant by Kaminada employees.<\/li><\/ol><p>\u00a0<\/p><p><strong>Article 7 - Registration and analysis of complaints<\/strong><\/p><ul><li>The complaints officer records the complaint and its issues.<\/li><li>Complaints are analysed annually to improve services.<\/li><li>Complaints are treated confidentially and kept for at least five years.<\/li><li>Personal data processed under the complaints procedure will be handled in accordance with Kaminada's privacy policy.<\/li><\/ul><p>\u00a0<\/p><p><strong>Article 8 - Contact and final provisions<\/strong><\/p><ul><li>If a complaint is not resolved to the client's satisfaction, it may be submitted to the binding arbitration of the Elche Bar Association.<\/li><li>For questions about this scheme, contact the complaints officer at info@kaminada.nl or by phone.<\/li><li>Kaminada's services are subject to its terms and conditions, as found at <a href=\"https:\/\/kaminada.nl\/en\/\">kaminada.co.uk<\/a>.<\/li><li>This grievance procedure shall come into force on [x],<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>NL: +31 850 848 390 ES: +34 865 780 203 info@kaminada.nl Klachtenregeling Artikel 1 \u2013 Definities In deze klachtenregeling wordt verstaan onder: (i) Klacht: iedere schriftelijke uiting van ongenoegen van of namens de cli\u00ebnt jegens de advocaat of een persoon die onder diens verantwoordelijkheid werkzaamheden verricht, betreffende de totstandkoming en\/of uitvoering van een overeenkomst van [&hellip;]<\/p>","protected":false},"author":5,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-1693","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/kaminada.nl\/en\/wp-json\/wp\/v2\/pages\/1693","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/kaminada.nl\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/kaminada.nl\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/kaminada.nl\/en\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/kaminada.nl\/en\/wp-json\/wp\/v2\/comments?post=1693"}],"version-history":[{"count":0,"href":"https:\/\/kaminada.nl\/en\/wp-json\/wp\/v2\/pages\/1693\/revisions"}],"wp:attachment":[{"href":"https:\/\/kaminada.nl\/en\/wp-json\/wp\/v2\/media?parent=1693"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}