About us
Asteriq is an independent litigation firm specializing in complex disputes. We act in cases where financial, commercial, or societal interests are significant, and where making the right strategic choices determines the outcome.
At Asteriq B.V. (‘Asteriq’), we believe it is important that our clients are satisfied with the services we provide. Should anything nevertheless not have gone to your satisfaction, please discuss this with your solicitor. We will do our best to find a solution together with you. Should this prove unsuccessful, you may make use of the complaints procedure set out below.
The purpose of this complaints procedure is to establish a process for dealing with any complaints constructively and within a reasonable timeframe, and to identify the causes of such complaints. Asteriq also aims to maintain and improve existing client relationships by handling and analysing any complaints correctly, thereby enhancing the quality of our services.
Asteriq will treat all complaints confidentially. You are not liable to pay Asteriq any fees for the costs of handling the complaint in accordance with this complaints procedure.
In this complaints procedure, the following terms shall have the meanings set out below:
Asteriq has appointed a Complaints Officer who handles complaints impartially, ensures the internal registration of complaints, reports periodically on the handling of complaints, makes recommendations to prevent further complaints, and ensures the improvement of the procedure. At least once a year, the Complaints Officer discusses the reports and recommendations with the board of Asteriq.
Clients may submit complaints via firm@asteriq.nl for the attention of the Complaints Officer: Andre Reznitchenko.
The complaint must be submitted in writing within a reasonable period (no later than three months) from the time the client became aware, or could reasonably have become aware, of the lawyer’s act or omission giving rise to the complaint.
The complaint submitted must contain a clear description of the complaint, including the client’s name and contact details, the name of the lawyer against whom the complaint is directed, and the case number to which the complaint relates.
The Complaints Officer shall notify the Lawyer against whom the Complaint is directed in writing and give him or her the opportunity to respond in writing.
The Complaints Officer shall give the Client and the Lawyer the opportunity to provide an explanation.
If the Complaints Officer or either party deems it necessary, both parties will be invited to discuss the matter. The Complaints Officer will determine the venue and time.
The Complaints Officer may request both parties to put forward a proposal to resolve the complaint. On the basis of all the information obtained, the Complaints Officer shall submit the proposed resolution of the complaint to both parties in writing. Both parties shall be given the opportunity to respond to the proposal in writing within a reasonable period to be specified. If one of the parties fails to respond, that party shall be deemed to have agreed to the Complaints Officer’s proposal.
The decision on the complaint will be communicated in writing to both parties by the Complaints Officer.
The Complaints Officer shall endeavour to resolve the complaint to the Client’s satisfaction within four weeks of receipt. If the resolution of the complaint takes longer, the Complaints Officer shall inform both parties of this in writing, stating the reasons. In doing so, the Complaints Officer shall also indicate the timeframe within which the complaint is expected to be resolved.
Asteriq considers a complaint to have been resolved if the Client (i) accepts the redress offered by Asteriq, or (ii) does not lodge an appeal against the resolution of the complaint in any way within three months of its resolution, or (iii) withdraws the complaint.
If a complaint has not been resolved to the Client’s satisfaction, the Client may bring the matter before the court designated in Asteriq’s General Terms and Conditions as having jurisdiction to settle disputes. Our General Terms and Conditions can be viewed at www.asteriq.nl.
Asteriq is an independent litigation firm specializing in complex disputes. We act in cases where financial, commercial, or societal interests are significant, and where making the right strategic choices determines the outcome.
