COMPLAINTS HANDLING PROCEDURE MR J. VAN DER VALK ADVOCATUUR

Article 1 Definitions

In this office complaints handling procedure, the following definitions are used:

- complaint : any written expression of dissatisfaction by or on behalf of the client towards attorney at law or persons working under his responsibility regarding the conclusion and execution of a contract for services, the quality of the service provided, or the amount of the invoice, other than a complaint as referred to in paragraph 4 of the Dutch Lawyers Act;

- complainant: the client or its representative who submits a complaint;

- external complaints officer: the (external) attorney at law responsible for handling the complaint;

Article 2 Scope of application

1. This office complaints procedure applies to every service agreement between Mr J. van der Valk and a client.

2. Mr. J. van der Valk handles complaints in accordance with this complaints handling procedure.

Article 3 Objectives

This office complaints procedure aims to:

a. establish a procedure to handle client complaints constructively within a reasonable timeframe;

b. establish a procedure to determine the cause of client complaints;

c. maintain and improve existing relationships through effective complaint handling;

d. train employees -if any- in client-oriented responses to complaints;

e. improve the quality of services through complaint handling and complaint analysis.

Article 4 Information at the start of service provision

1. This complaints handling procedure has been made public by publishing it on the website of Mr J. van der Valk Advocatuur. Prior to entering into any engagement with a client, mr J. van der Valk informs the client in writing that the firm has established a complaints handling procedure and that it applies to the services provided.

2. The lawyer has included in the general terms and conditions the independent party or body to which a complaint that has not been resolved after handling can be submitted to obtain a binding decision and has made this known in the order confirmation.

3. Complaints as referred to in Article 1 of this complaints handling procedure that have not been resolved after processing may be submitted to the court.

Article 5 External complaint procedure

1. If a client contacts the firm with a complaint, the complaint will be forwarded to Mr. N. Broeren ( nb@depontreijrink.nl 013 535 75 076), who will act as the external complaints officer.

2. The external complaints officer notifies the person against whom the complaint has been lodged of the submission of the complaint and gives the complainant and the person against whom the complaint has been lodged the opportunity to provide an explanation regarding the complaint.

3. The person against whom the complaint has been made attempts to reach a solution together with the client, with or without the intervention of the external complaints officer.

4. The external complaints officer handles the complaint within four weeks of receipt of the complaint or, stating the reasons, notifies the complainant of any deviation from this period, specifying the period within which a decision on the complaint will be given.

5. The external complaints officer informs the complainant and the person against whom the complaint was made in writing of the judgment regarding the merits of the complaint, whether or not accompanied by recommendations.

6. If the complaint has been handled to the satisfaction of all parties, the complainant, the external complaints officer, and the person against whom the complaint was made sign the judgment regarding the merits of the complaint.

Article 6 Confidentiality and free complaint handling

1. The external complaints officer and the person against whom the complaint has been lodged shall keep confidentiality during the handling of the complaint.

2. The complainant is not liable for any costs associated with the handling of the complaint.

Article 7 Responsibilities

1. The external complaints officer is responsible for the timely handling of the complaint.

2. The person against whom the complaint has been lodged keeps the external complaints officer informed about any contact and a possible solution.

3. The external complaints officer keeps the complainant informed about the handling of the complaint.

4. The external complaints officer maintains the complaint file.

Article 8 complaint registration

1. The external complaints officer registers the complaint, including the subject of the complaint.

2. A complaint can be categorized under multiple subjects.

3. The external complaints officer reports periodically on the handling of complaints and makes recommendations to prevent new complaints, as well as to improve procedures.

4. At least once a year, the reports and recommendations are discussed at the office and submitted for resolution by the office.