seventytwo

Complaints Procedure

This complaints procedure applies to every engagement between seventytwo B.V. and you as a client.

The objective of the complaints procedure is to maintain and improve our relationships by handling complaints within a reasonable period and in a constructive manner. This complaints procedure applies to all services provided by one or more of our lawyers to a client. 

A complaint is any written expression of dissatisfaction from or on behalf of a client with regard to one or more of our lawyers and persons working under the responsibility of our lawyers in connection with the conclusion or performance of our engagement, the quality of the services we provided or the amount we invoiced, which is not a complaint as referred to in paragraph 4 of the Dutch Act on Advocates.

If one of us receives a complaint from or on behalf of a client, we will refer the complaint to the complaints officer. The complaints officer is: mr. F.B. Melis, frank@frankmelis.nl.

The complaints officer, or a person designated by the complaints officer, will inform the person against whom the complaint has been filed of the complaint and will give the complainant and the person against whom the complaint has been filed the opportunity to provide an explanation of the complaint.

The complaints officer, or a person designated by the complaints officer, will maintain the complaint file and register the complaint, including the subject matter. A complaint can be categorized into multiple subjects.

The person against whom the complaint has been filed will attempt to reach a solution together with the client, with or without the intervention of the complaints officer or a person designated by the complaints officer.

The complaints officer is responsible for the timely handling of the complaint. The person against whom the complaint has been made will keep the complaints officer informed of any contact and a possible solution. The complaints officer, or a person designated by the complaints officer, will keep the complainant informed about the handling of the complaint.

The complaints officer, or a person designated by the complaints officer, will handle the complaint within four weeks of receipt of the complaint or will notify the complainant, stating the reasons, of any deviation from this period, stating the period within which a decision on the complaint will be made.

The complaints officer, or a person designated by the complaints officer, will inform the complainant and the person against whom the complaint has been filed in writing of the decision on the validity of the complaint, with or without recommendations.

If the complaint has been resolved satisfactorily, the complainant, the complaints officer or a person designated by the complaints officer, and the person against whom the complaint was made will sign the decision on the merits of the complaint.

The complaints officer, the person designated by the complaints officer, and the person against whom the complaint has been made will maintain confidentiality during the complaint handling process.

No fees or costs will be charged to the client and the client do not owe any fee for the costs of dealing with the complaint.

8 December 2025