Complaints policy Orion Immigration Law

Version: October 2025

Section 1: Definitions

In this complaints procedure, the following terms shall have the following meanings:
1. complaint: any written expression of dissatisfaction with Orion Immigration Law, a lawyer working for Orion Immigration Law or a person working under the responsibility of a lawyer, which is communicated by a complainant to the complaints officer of Orion Immigration Law and which complains about:
  1. the conclusion and performance of a contract for services;
  2. the quality of the services provided; or
  3. the amount of the fee.
2. complainant: a client of Orion Immigration Law, a legal representative of a client of Orion Immigration Law, a person authorised in writing by a client of Orion Immigration Law insofar as the written authorisation specifically refers to the submission of a complaint, or a third party with an independent, direct interest who submits a complaint to the complaints officer of Orion Immigration Law;
3. complaints officer: a solicitor employed by Orion Immigration Law who has been appointed by the firm's management to handle complaints.
Contrary to section 1(1), complaints within the meaning of section 4 of the Solicitors Act ("Advocatenwet") are not considered complaints for the purposes of this complaints policy.
Expressions of dissatisfaction as described in section 1(1) are, in addition to that paragraph, also considered complaints if they are not submitted to a complaints officer in writing but electronically, provided that the date of receipt and the content of the complaint can be determined with sufficient accuracy.

Section 2: Scope

This complaints policy applies to every contract for services between Orion Immigration Law B.V. and the client.
Every solicitor at Orion Immigration Law is responsible for handling complaints in accordance with this complaints policy.

Section 3: Objectives

The purpose of this complaints policy is:

to establish a procedure for handling client complaints in a constructive manner within a reasonable period of time;
to establish a procedure for determining the causes of complaints from complainants;
to fulfil a legal obligation, maintain and improve existing relationships through effective complaint handling;
to train employees in responding to complaints in a client-oriented manner;
to improve the quality of services through complaint handling and complaint analysis.

Section 4: Provision of information at the start of the assignment

This complaints policy has been made public. Before or upon entering into the contract for services, the solicitor will inform the client that Orion Immigration Law has a complaints policy and that this applies to the services provided.
Orion Immigration Law has included in its general terms and conditions the independent party or body to which a complaint that, after handling, cannot be resolved, can be submitted in order to obtain a binding decision, and has made this known in the confirmation of the contract.
Complaints that remain unresolved after being dealt with in accordance with this complaints policy may be submitted to the court. With the written consent of both the complainant and the board of Orion Immigration Law, binding advice may also be sought in this case, or the complaint may be submitted to an arbitrator or a dispute resolution body.

Section 5: Internal complaints procedure

If a complainant approaches Orion Immigration Law with a complaint, the complaint will be forwarded to the board. The board will appoint a complaints officer. If the complaint concerns a member of the board, this board member will, as far as reasonably possible, not participate in the decision to appoint a complaints officer, and it is preferable that this board member does not act as complaints officer.
The complaints officer will inform the person about whom the complaint has been made that a complaint has been lodged and will give the complainant and the person about whom the complaint has been made the opportunity to explain the complaint.
The person about whom the complaint has been made will attempt to reach an amicable solution with the complainant, with or without the intervention of the complaints officer.
The complaints officer will handle the complaint within four weeks of receiving it, or will inform the complainant of any deviation from this period, stating the reasons and the period within which a decision on the complaint will be made.
The complaints officer shall inform the complainant and the person about whom the complaint has been made, in writing or electronically, of the decision on the validity of the complaint, accompanied by recommendations if applicable.
If the complaint has been dealt with satisfactorily, the complainant, the complaints officer and the person against whom the complaint was made shall sign the complaints officer's decision on the complaint.

Section 6: Confidentiality and free complaint handling

The complaints officer and the person against whom the complaint was made shall observe confidentiality when handling the complaint.
The complainant will not be charged for the costs of handling the complaint.

Section 7: Responsibilities

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 shall keep the complainant informed about the handling of the complaint.
The complaints officer shall maintain the complaint file.

Section 8: Complaint registration

The complaints officer shall register the complaint, including the subject of the complaint.
A complaint may be classified under several subjects.
The complaints officer will periodically report on the handling of complaints and make recommendations to prevent new complaints and to improve procedures.
At least once a year, the reports and recommendations will be discussed by the board and submitted for decision-making.