Office Complaints Procedure Law Office Der Bedrosian as set forth in Section 6.28 of the Voda

In this office complaint procedure, the following terms shall have the following meanings:

complaint: Any written expression of dissatisfaction by or on behalf of the client toward the attorney at law or the persons working under his responsibility regarding the conclusion and execution of a contract for services, the quality of services or the amount of the fee, not being a complaint as referred to in Section 4 of the Lawyers Act;
complainant: the client or client's representative making a complaint;
complaint officer: the attorney charged with handling the complaint;

This office complaint policy applies to any engagement agreement between the attorney and the client.
The attorney shall provide complaint handling in accordance with the office complaint procedure.

The purpose of this office complaint policy is to:

Establishing a procedure to deal constructively with client complaints within a reasonable period of time;
Establishing a procedure to determine the causes of client complaints;
Maintain and enhance existing relationships through proper complaint handling;
train employees in client-centered response to complaints;
Improving service quality with complaint handling and complaint analysis.

This office complaint procedure has been made public. Before entering into the contract for services, the attorney shall inform the client that the attorney has an office complaint procedure and that it applies to the services provided.
The lawyer has included in the engagement agreement through the general terms and conditions the independent party or body to which a complaint that is not resolved after treatment can be submitted to obtain a binding decision and has made this known in the engagement confirmation.
Complaints referred to in Article 1 of these office complaint regulations that are not resolved after treatment shall be submitted to binding opinion.

If a client approaches the attorney with a complaint, the complaint will be directed to another attorney within the firm, who thereby acts as the complaint officer. If there is no such person, Thomas Der Bedrosian will function as complaints officer.
The complaint officer shall notify the person complained about of the filing of the complaint and give the complainant and the person complained about an opportunity to explain the complaint.
The person about whom a complaint has been made tries to reach a solution together with the client whether or not after the intervention of the complaints officer.
The complaints officer shall settle the complaint within four weeks of receiving the complaint or shall notify the complainant of any deviation from this deadline with reasons, stating the period within which an opinion on the complaint will be given.
The complaint officer shall notify the complainant and the person complained about in writing of the verdict on the merits of the complaint, whether or not accompanied by recommendations.
If the complaint is settled satisfactorily, the complainant, the complaint officer and the person complained about sign the judgment on the merits of the complaint.

The complaints officer and the person complained about shall observe confidentiality in handling the complaint.
The complainant shall not be liable for the cost of handling the complaint.

The complaint officer is responsible for the timely resolution of the complaint.
The person complained about will keep the complaint officer informed about any contact and possible resolution.
The complaint officer will keep the complainant informed about the resolution of the complaint.
The complaint officer maintains the complaint file.

The complaint officer records the complaint along with the complaint subject.
A complaint can be divided into several topics.
The complaints officer reports periodically on the handling of complaints and makes recommendations to prevent new complaints, as well as to improve procedures.
At least once a year, reports and recommendations are discussed at the office and presented for decision.

If applicable, the complaint will also be reported to the relevant liability insurer.

Complaint Resolution