Principles and rules we consistently follow

1. If you, as a client, are not satisfied with the services provided by our firm, we kindly ask that you notify us as soon as possible. From experience, we know it is often worthwhile to first discuss your complaint with the staff member or lawyer involved. A quick and simple solution is often possible. However, if no agreement can be reached, you may make use of our complaints procedure and submit a formal complaint.

1. In this complaints regulation, the following terms are defined as: complaint: any written expression of dissatisfaction by or on behalf of a client directed at the lawyer or persons working under their responsibility, relating to the establishment and performance of a contract for services, the quality of service, or the amount of an invoice, not being a complaint as defined in paragraph 4 of the Dutch Advocates Act; complainant: the client or their representative submitting the complaint; complaints coordinator: lawyer responsible for handling complaints.

1. This complaints regulation applies to every service agreement between Sneep Advocaten and the client. 2. Each lawyer at Sneep Advocaten is responsible for handling complaints in accordance with this regulation.

1. To establish a procedure for handling client complaints in a constructive manner within a reasonable timeframe. 2. To identify the causes of client complaints. 3. To preserve and improve existing relationships through adequate complaint handling. 4. To train staff to respond to complaints in a client-focused manner. 5. To improve the quality of service through complaint handling and analysis.

1. The client submits a complaint to Sneep Advocaten. 2. The complaints coordinator registers the complaint along with its subject(s) and maintains documentation. 3. The coordinator informs the person against whom the complaint is made and gives both the complainant and that person the opportunity to explain the matter. 4. The person involved attempts to resolve the issue together with the client, in consultation with the coordinator. 5. The coordinator processes the complaint within four weeks of receipt or informs the complainant of the delay, giving reasons and a new timeframe. 6. A decision is made regarding the complaint. 7. The complainant and the person involved are informed in writing about the decision, including any recommendations. 8. If the complaint is resolved satisfactorily, the decision is signed by the complainant, the person involved, and the complaints coordinator.

1. The complaints coordinator and the person involved will maintain confidentiality during the complaint process. 2. The complainant will not be charged for the handling of the complaint.