Compliments and complaints

Customer relationship and satisfaction

We strive for continuity of our services by carefully developing a mutually fruitful, harmonious and sustainable relationship with our clients.

We strive to provide our clients with impeccable service. We value professionalism and quality. Every client receives our personal attention. We listen to everything they have to say. We strive to be caring, humble, and helpful.

In everything we do to deliver added value to our customers, we strive to earn their respect and trust every single day. Trust that we know all too well comes with foot traffic and is earned through reviews. Trust that hinges on honest and respectful conduct. Cherishing our integrity is vital to us in order to maintain our most valuable asset: our reputation.

We measure our customer satisfaction. We strive for a high customer satisfaction rating. We attach great importance to this. By measuring customer satisfaction, we have data that allows us to continuously improve our services. And that's exactly what we do. You can find customer reviews here .

We'd love to hear from you if you're satisfied with what we offer. A sincere compliment or a token of appreciation means a lot to us. But we'd also like to hear from you if, unexpectedly, you're dissatisfied. Because sometimes things don't quite go right. We always take that to heart. Without exception. We're happy to discuss this with the customer and listen carefully to what's causing their dissatisfaction. We want to explore what we can do to improve customer satisfaction. Not just for that specific customer or case, but also with a view to our services to all our current and future customers.

If, for any reason, you are dissatisfied with our services, you can file a complaint. The procedure is as follows.

Discuss your complaint with the notary

If you have a complaint about the quality of our services or the amount of your bill, we would appreciate it if you would first discuss your complaint with the civil-law notary or the relevant employee. Your complaint will be processed immediately. The Complaints and Dispute Resolution Scheme for the Notary applies to the handling of complaints about the services provided by the (candidate) civil-law notaries of MAES Notary. See also www.knb.nl/over-knb/klachten and www.geschillencommissie.nl .

Mediation by the KNB

If a discussion with the notary does not lead to a solution, the Royal Netherlands Association of Civil-Law Notaries (KNB) can mediate. The KNB's mediation is impartial. You can complete a complaint form about the notary's services on the KNB website. You can also send a letter to the KNB. Your complaint will be handled in writing.

Notary Dispute Committee

If the discussion does not lead to a satisfactory solution, you can submit your complaint to the Notary Disputes Committee. The Disputes Committee's decision is binding and cannot be appealed. However, in certain cases, you can submit the Disputes Committee's decision to a judge within three months. The judge will then determine whether the decision is unacceptable according to standards of reasonableness and fairness. The Notary Disputes Committee will only consider a complaint after the office complaints procedure has been completed. Therefore, a complaint about a notary or their employee should first be discussed with the notary in question or with the office's complaints officer.

Chamber for the notarial profession

If you believe a civil-law notary (or candidate civil-law notary) is acting improperly in their official or professional capacity, you can file a complaint with the disciplinary court. You can do this in writing with the Chamber for Civil-Law Notaries of the District Court of The Hague. The secretary of the Chamber can assist you in formulating your complaint. The Chamber for Civil-Law Notaries applies the statutory disciplinary rules. Disciplinary law is a special form of jurisdiction for professionals, such as doctors, lawyers, and civil-law notaries.

Handling of complaint by the Chamber for Notaries

The Chamber for the Civil-Law Notary will assess whether your complaint is justified. If so, the Chamber may decide to impose a sanction on the civil-law notary. For example, the Chamber may issue a warning, reprimand, suspend, or dismiss a civil-law notary. You can usually appeal the Chamber's decision. You can do so at the Court of Appeal in Amsterdam. The Chamber's handling of the complaint and the appeal procedure at the Court of Appeal are free of charge.

Civil judge

The Chamber for Notaries does not rule on the further course of the dispute or any compensation. For this, you must go to the civil court, which is not free.