1. A considered response.
We aim to provide careful, clear and professional service. If something falls short, we want to understand it and respond properly. This procedure covers services provided by Banet & Partners B.V. under The Immigration Lawyer brand, including legal advice, in-house sworn translations, communication and invoices.
2. Raising a concern.
You may first discuss a concern with the person handling your matter, but this is not required. Send your complaint to info@theimmigrationlawyer.nl or to Banet & Partners B.V., for the attention of Mr. Roi D. Banet, Buitenveldertselaan 106, 1081 AB Amsterdam, the Netherlands.
Please include your name, contact details, the matter or invoice concerned, and a brief explanation of the issue. A reference number and your preferred outcome are helpful if available. Provide only documents relevant to the complaint. If you need help setting it out, call +31 20 782 10 10 so that assistance can be arranged.
3. Who handles your complaint.
Mr. Roi D. Banet, Founder, handles complaints, including complaints concerning his own work. This is an internal review, not independent external adjudication. He will consider the information you provide, seek clarification where needed and allow any other person concerned to respond. Your right to use an available external route remains intact.
4. What happens next.
We acknowledge a complaint within five working days. We may ask for relevant clarification or propose a conversation, where this may help resolve the issue. We aim to provide a reasoned written response within four weeks of receiving the complaint.
If more time is needed, we explain why before that period ends and provide a revised response date. Our response addresses the concern and any proposed remedy or next step. You do not have to accept a proposed resolution.
5. Costs & confidentiality.
There is no charge for this internal procedure. If you choose your own adviser, their costs remain for your account unless otherwise agreed or required by law. Complaint information is shared only with those who need it to investigate, respond or meet legal obligations. Records are retained only as needed to deal with the complaint, legal obligations or a dispute, as explained in our privacy notice.
6. Translation complaints.
Concerns about our in-house Dutch-to-Hebrew or Hebrew-to-Dutch translations can be raised through this procedure. Where applicable, the statutory complaints route under the Dutch Sworn Interpreters and Translators Act (Wbtv) is also available. Bureau Wbtv explains how to submit a complaint. Our internal procedure is not an additional condition for using that route.
An external translator in another language combination contracts and invoices directly. A complaint about their translation or delivery should be addressed to that translator and, where applicable, their statutory complaints route. A complaint about our own introduction, advice or agreed coordination may be addressed to us.
7. Other rights & time limits.
You remain free to use a competent court or another available statutory route. Concerns about personal data may also be raised with the competent data protection authority. This procedure does not limit those rights.
Submitting a complaint does not by itself suspend procedural deadlines or statutory limitation periods. Nor does it automatically suspend an invoice’s due date. Any statutory right to withhold payment or seek a remedy remains unaffected. If a deadline is approaching, please draw attention to it promptly.