Raising Concerns and Making Complaints Procedure for Clients

("Complaint Handling Procedure")

1. At Mynta Law B.V., we adopt a client-centric approach. We attach great value to client care and client satisfaction. Thus, we are committed to providing high-quality legal service to all our clients. We aim to constantly improve the service we provide, including through learning from our own errors and mistakes.
2. If, despite our best efforts, something goes wrong and you feel unhappy about and/or dissatisfied with any area of our service, or with any fees that we have invoiced, please let us know so that we may take necessary measures to try and resolve the matter as promptly as circumstances allow. This will undoubtedly help us to improve our standards.
3. Unless a complaint can be resolved swiftly or we think that there is a more appropriate way to address your concern, we will follow the procedure described below to investigate and respond to a complaint about our service, our fees, or an invoice that we have sent.

Our complaint handling process is comprised of three stages. Most complaints are resolved at the first stage by the caseworker, lawyer, or solicitor (hereafter jointly referred to as: "case officer") in charge of your case, which is always our aim.

Stage 1:

The case officer in charge of your legal matter will be able to resolve most issues quickly, so please do not hesitate to contact them in the first instance. You can find their name and contact details in the confirmation of assignment and in other letters and e-mails that they have sent you. They will acknowledge receipt of the complaint, investigate your concerns, and provide a written response.

Stage 2:

If the case officer handling your case is unable to resolve the matter, please write to Mr. S. (George) Qiao, our client care partner, at Mynta Law B.V., Postbus 11591, 2502 AN The Hague (The Netherlands) or by email: bestuur@mynta.nl and/or qiao@mynta.nl. Mr. Qiao is responsible for the company’s complaints handling process and for reviewing any complaint which cannot be resolved by the case officer.

Mr. Qiao will acknowledge receipt of the complaint and will send you a copy of this Complaint Handling Procedure. When Mr. Qiao does this, he may also ask you to explain any aspect of the complaint that is unclear to him or invite you to suggest an appropriate remedy if you have not done so. Mr. Qiao will investigate the complaint in whatever manner he considers is appropriate, having regard to the issue(s) raised. Normally, he will speak to the case officer who has acted for you and examine the file, the correspondence, or the relevant part of it. In case of need, Mr. Qiao may ask you to send additional information.

If Mr. Qiao considers that a meeting might be helpful, with a view to explaining and/or resolving the complaint, he will write to you suggesting an online meeting or an in-person meeting. You are not obliged to attend a meeting. If you would prefer not to do so or this is not practicable, Mr. Qiao will write to you instead. If a meeting takes place, Mr. Qiao will write to you to confirm what was discussed and agreed afterwards.

Depending on the nature of the complaint (such as, the scope and complexity of the matter, the nature and circumstances of the complaint, the amount of materials to be reviewed, the time that has lapsed since the occurrence of the complained matter, the availability of the handling case officer(s), etc.), a final written response to a complaint will be issued anywhere within an eight-week period after the complaint has been received, as provided by the Legal Ombudsman. Subject to these aforementioned circumstances, we do strive to complete stages 1 and 2 of our complaint handling process within the eight-week period. If it takes more time because of circumstances beyond our control (e.g. force majeure), we will inform you and indicate how long we think we might still need to investigate and to respond to your concerns properly.

Mr. Qiao will write to you, setting out the company’s final position. In his final response letter, he will inform you about the Legal Ombudsman Scheme and how and within what timeframe you may contact the Legal Ombudsman should you wish to do so.

Stage 3:

If, after having exhausted our internal complaint handling procedure (as outlined above), you are still not satisfied with our final response to your complaint, you can have the complaint examined independently by the Legal Ombudsman if your case officer is a qualified solicitor of England and Wales. The Legal Ombudsman will investigate complaints about service issues with solicitors. In the confirmation of assignment, you can check if your case officer is a qualified solicitor of England and Wales. Established under the Legal Services Act 2007, Legal Ombudsman is an independent complaints body that deals with legal service complaints. Mynta Law B.V. is not an SRA regulated firm, but some of our staff members are solicitors regulated by the SRA. If the case officer in charge of your case is not an SRA regulated solicitor, the Legal Ombudsman cannot handle your complaint.

The Legal Ombudsman expects complaints to be submitted to them within a one-year timeframe after the date of the act or omission that you are concerned with or within a one-year timeframe of when you reasonably should have realized there was a cause for complaint. Also, you must refer your concerns to the Legal Ombudsman within six months after receiving our final written response. Before accepting a complaint for investigation the Legal Ombudsman will check that you have tried to resolve your complaint with us first.

It is worth mentioning that any complaint made to us will be dealt with promptly, fairly, and without charge.

Information about the Legal Ombudsman Scheme (including who may submit a complaint, the types of complaints that can be considered, the timescales within which a complaint must be submitted, the grounds for dismissing or discontinuing a complaint and the procedures that might be used if a complaint is accepted) is published on the Legal Ombudsman’s website:
www.legalombudsman.org.uk

The Legal Ombudsman can be contacted by:
• By Post: Legal Ombudsman, PO Box 6167, Slough SL1 0EH, United Kingdom
• By Email: enquiries@legalombudsman.org.uk
• By Telephone: 0300 555 0333 (or +44 121 245 3050 if calling from outside the UK)

You can download the Legal Ombudsman leaflet through clicking this link. 

You may also ask an approved Alternative Dispute Resolution ("ADR") body to deal with the complaint (eg. CEDR in London - https://www.cedr.com ). We do not agree to make use of the scheme operated by CEDR. 

Mynta Law B.V. | July 2025