MKB Juristen drafts custom legal documents
It is best not to cobble together or copy important contracts, terms and conditions, and other legal documents yourself. We help entrepreneurs on a budget with customized legal solutions, clear costs upfront, and practical explanations.
- Custom contracts, terms and conditions, and legal documents
- Budget-friendly and clear about the costs upfront
- Request a free consultation or a no-obligation quote
The best way to handle complaints is to reach a solution together before a dispute escalates to court. With a clear complaints procedure, you handle complaints quickly and unambiguously, and maintain the best possible relationship with your customer.
Try to work it out together
Regardless of whether a complaint is justified, at some point a solution must be found. Often, it is wisest to reach an agreement together: a quick, reasonable solution usually costs less than a conflict and preserves the customer relationship. The courts are rarely the first choice.
An internal complaints procedure
With a fixed complaints procedure, everyone knows what to do: how a customer reports a complaint, within what timeframe, and how and when you respond. A clear procedure prevents complaints from being left unresolved or getting out of hand, and shows that you take complaints seriously.
Mediation or a dispute resolution body
If you are unable to resolve the matter amicably, you can engage an independent third party: mediation, binding arbitration, or, in certain industries, a dispute resolution body. This is often faster, cheaper, and less stressful for the relationship than going to court.
Stipulate it in your terms and conditions
Include a complaints and disputes procedure in your general terms and conditions: deadlines for submitting complaints, the procedure, and the potential route to mediation or court proceedings. This ensures the ground rules are clear in advance.
Frequently Asked Questions
Do I need a complaints procedure?
It is usually not mandatory, but it is highly recommended: it prevents escalation and shows that you take complaints seriously. In some sectors, however, there is a requirement.
What is the alternative to the judge?
Mediation, binding advice, or a dispute resolution body are often faster and cheaper and spare the relationship.
Where do I record the complaints procedure?
In your general terms and conditions, with time limits and the procedure to be followed.
A good complaints and disputes procedure?
Our legal experts incorporate a complaints procedure into your general terms and conditions. View our litigationteam or schedule a free consultation.
