Our principle: professional and careful service.

We strive to assist our clients in personal injury cases in a professional, transparent, and ethical manner. We adhere to the standards of the National Quality Mark for Personal Injury (NKL), the Code of Conduct for Personal Injury Claims (GBL), and the NIVRE guidelines. Respectful communication, clear expectations, and commitment are central to our approach.

However, it may happen that you are not satisfied with (an aspect of) our services. In that case, we take your feedback seriously and follow a clear complaints procedure to reach a careful solution.

1. Internal Complaints Handling

If you are dissatisfied with the handling of your case or any other aspect of our services, we invite you to first discuss this directly with the handler of your case. This can be done by phone, email, or in writing.

In many cases, a conversation can already lead to an appropriate solution.

If this consultation does not lead to the desired result, you can file a formal complaint with our complaints officer Luna Frieser (luna@justera.nl).

Your complaint preferably includes:
• A clear description of the problem;
• The name of the case handler involved;
• Your expectations regarding a solution.

After receiving your complaint, you will receive a written confirmation within two business days. The complaints officer carefully investigates your complaint, consults the file if necessary, and discusses the matter with the employees involved. You will then receive a substantive response to your complaint within 10 business days. If a longer period is needed, you will be informed of this in a timely manner.

2. External Complaints and Dispute Resolution

If you are still dissatisfied with the outcome or the way your complaint was handled after the internal process, you have the option to submit the complaint to an independent body. Depending on the nature of the case, you can contact one of the following organizations:

a. Kifid: Financial Services Complaints Institute

Contact details:
Kifid
Pr. Beatrixlaan 5
2595 AK The Hague

Website: www.kifid.nl

b. Dutch Institute of Register Experts Foundation (NIVRE)
If the handling expert is registered with NIVRE, you can also submit your complaint to this institution.

Contact details:
NIVRE
Boompjes 251
3011 XZ Rotterdam

Website: www.nivre.nl

3. Complaint Registration and Quality Assurance

Every complaint, regardless of the outcome, is registered internally and evaluated by our complaints officer Luna Frieser. If the complaint relates to the handling of a case by Luna Frieser, it will be addressed, handled, and reported back in consultation with Jessica Overtoom.

We use this feedback to continuously improve our services, as required by the NKL standards and the NIVRE guidelines for Continuing Education.