Complaints Regulations Van der Toorn Personal Injury

Internal complaints regulations

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Internal complaints regulations

CHAPTER 1 | GENERAL PROVISIONS

Article 1: Definitions

In these regulations the following terms are understood to mean:

Van der Toorn Personal Injury BV: the claims settlement office located in Rijswijk and Ede, registered with the Chamber of Commerce under number 27194831;
complaint; any expression of dissatisfaction about an act, action or omission by (an employee of) Van der Toorn Personenschade BV;
employee: any person who performs work for Van der Toorn Personenschade BV, regardless of whether he or she is employed by Van der Toorn Personenschade BV or hired in;
recipient: an employee of Van der Toorn Personenschade BV who receives the complaint
complainant: the person who files a complaint.

Article 2: Right to complain

Every client with whom Van der Toorn Personenschade has concluded a contract of assignment has the right to submit a complaint to Van der Toorn Personenschade BV regarding the performance of the contract of assignment and the quality of the service provided;
An act of an employee working under the responsibility of Van der Toorn Personenschade BV is considered an act of Van der Toorn Personenschade BV.

Article 3: Objectives

The purpose of this complaints procedure is:

establishing a code to
handle complaints within a reasonable period of time in a constructive manner;
recording a code to determine the causes of complaints;
maintaining and improving existing relationships through good
complaint handling;
training employees in client-oriented responses to complaints;
improving the quality of service provision through
complaint handling and complaint analysis.

Article 4: Information at the start of service provision

This complaints procedure has been made public.
When entering into the agreement, the employee will refer the client to the website on which this complaints procedure is published.
Complaints that have not been resolved after handling them in accordance with these complaints regulations can be submitted by the complainant to the Personal Injury Council.

Article 5: Fair treatment

Van der Toorn Personenschade BV ensures that oral and written complaints about its conduct are handled properly.

CHAPTER 2 | HANDLING OF COMPLAINTS

Article 6: Filing a complaint

The complainant must submit the complaint in writing and signed to the management of Van der Toorn Personenschade BV;
In the event of an oral complaint, a report will be made immediately by the recipient, which will be signed by the complainant for approval and of which the complainant will receive a copy;
The complaint contains at least:
- the name and address of the complainant;
- the date;
- a description of the conduct against which the complaint is directed;
If the complaint is written in a foreign language and a translation is necessary for proper handling of the complaint, the complainant must provide a translation;
Van der Toorn Personenschade BV may decide not to handle a written complaint if the complaint does not meet the first, second or third paragraph, provided that the complainant has been informed of the deficiencies of the complaint and has had the opportunity to supplement the complaint within two weeks of notification of the deficiencies.

Article 7: Intervention

Once the management of Van der Toorn Personenschade BV has resolved the complainant's complaint to their satisfaction through initial personal contact, the obligation to continue applying these regulations for the complaint in question ceases to exist.
The complainant will be informed in writing upon request that Van der Toorn Personenschade BV assumes that the complaint has been handled satisfactorily.
If the complainant is not satisfied with the handling of his complaint, it will still be handled in accordance with these regulations.

Article 8: Acknowledgment of receipt

Van der Toorn Personenschade BV will confirm receipt of the complaint in writing within three working days.
The confirmation of receipt will state:
- the processing time;
- the further procedure;
- the contact person;
- the opportunity to be heard or to refrain from being heard.

Article 9: Complaints handler

The complaint will be handled by the management of Van der Toorn Personenschade BV unless:
- one of the directors is himself the subject of the complaint;
- If paragraph 1 applies, the handling of the complaint will be transferred to the director who was not involved in the conduct to which the complaint relates.

Article 10: Not obligatory to process

Van der Toorn Personenschade BV is not obliged to handle the complaint if it relates to an act:
- about which a complaint has previously been lodged and which has been dealt with in accordance with these regulations
- which occurred more than one year prior to the filing of the complaint;
- which is or has been subject to the judgment of a judicial authority by initiating proceedings;
- as long as an investigation ordered by the public prosecutor or a prosecution is underway in this regard, or if the conduct is part of the investigation or prosecution of a criminal offence and an investigation ordered by the public prosecutor or a prosecution is underway in this regard.

The complainant will be notified in writing as soon as possible, but no later than four weeks after receipt of the complaint, that the complaint will not be dealt with.

Article 11: Defendant's obligation to send

A copy of the complaint and any accompanying documents will be sent to the person whose conduct is the subject of the complaint.

Article 12: Duty to be heard

Van der Toorn Personenschade BV gives the complainant and the person whose conduct the complaint relates to the opportunity to be heard
The complainant may be waived from being heard if the complainant has declared that he or she does not wish to exercise the right to be heard;
A report is made of the hearing;
A copy of the report will be sent to the complainant upon request.

Article 13: Processing period

Van der Toorn Personenschade BV will handle the complaint within four weeks of receipt. If a reason arises that makes handling the complaint within this period impossible, paragraph two of this article applies;
Van der Toorn Personenschade BV may postpone the handling of the complaint for a maximum of four weeks. Written notice of the postponement will be given to the complainant and the person whose conduct is the subject of the complaint.

Article 14: Processing

Van der Toorn Personenschade BV will inform the complainant in writing and with reasons of the findings of the investigation into the complaint and of any conclusions it draws from it;
No objection or appeal can be lodged against a decision regarding the handling of a complaint about the conduct of Van der Toorn Personenschade BV.

CHAPTER 3 | OTHER PROVISIONS

Article 15: Accountability information

Van der Toorn Personenschade BV is responsible for registering complaints submitted to it.
Van der Toorn Personenschade BV will maintain the necessary confidentiality when handling complaints.
The management registers the complaint, including the subject of the complaint.
As part of the mandatory Audits, the management periodically reports to the Personal Injury on the number and handling of complaints.
The management makes internal recommendations to prevent new complaints and to improve working methods.
The reports and recommendations may be used for internal training purposes.

If you have any questions about these regulations, please contact the management of Van der Toorn Personal Injury.

What customers ask

Is your help really free for me?

Absolutely, our help is truly FREE.

Your counterparty is also obligated to reimburse your legal costs (i.e., our firm's fees). This is stipulated by law (Section 6:96 of the Dutch Civil Code).

upfront written cost guarantee with a clear explanation. This also clearly states what you can expect from us and what we can expect from you.

We guarantee that the liable party will reimburse our costs. If they don't, it's our business risk. You'll never receive a bill from us. We promise!

Still unsure? Just contact us. We'd be happy to explain how our cost guarantee works.

If you'd like to learn more about our FREE personal injury assistance, click here. Clarity is paramount!

When can I claim personal injury damages?

You can claim damages for personal injury due to the fault of another person injury (been injured)

Personal injury can be caused by, for example:

In addition, you may think of injuries sustained during:

organized trip
unsafe product or
fall at someone else's home, in a shop or on the street

It's best not to wait too long to file a personal injury claim. It's best to do so immediately after the accident.

Even if it is not yet clear at that time what your injury and its financial consequences consist of.

However, someone else must liable and must have taken out liability insurance for this (AVP/AVB/WA).

However, even if you caused the accident yourself, you can sometimes still claim compensation for personal injury. For example, if you SVI (Passenger Injury Insurance) or SVO (Opzittende Inschadende).

Are you unsure whether and when you are entitled to personal injury compensation?

Don't hesitate to contact us now for a free, no-obligation consultation. It's free , and you'll know exactly where you stand. Afterward, you can decide for yourself what to do with our advice.

What injuries do you treat?

We can actually help you with all types of personal injury

Van der Toorn Personal Injury can help you with all types of injuries. We specialize in handling "serious personal injuries," such as:

brain injury (ABI)
spinal cord injury
burns
dystrophy
bone fractures and
cosmetic injury.

But of course, we are also very happy to be there for you if someone else has sustained an injury. Such as neck injuries, whiplash, back injuries, bruises, sprains, dog bites, temporary injuries, and you name it.

We cannot help with all types of personal injury

The only thing we cannot help you with is personal injury caused by:

violence
medical errors and/or
situations of abuse.

In that situation, we will of course refer you to a party that is specialized in this.

Always request free, no-obligation advice on personal injury claims

Do you have questions about your personal injury? Or are you unsure if we're the right place for you?

Please do not hesitate to ask us for a complete and free, no-obligation personal injury claim consultation.

When should I contact you?

You don't have to! But it's in your best interest to as soon as possible contact

Only then can you be certain that there is someone who thinks solely of your interests . Because that is our job: thinking of *your* interests.

But what is: as quickly as possible?

Sometimes an insurance company will contact you very shortly after the accident. They'll ask how you're doing and also ask for all sorts of other information.

You cannot know whether that insurer is asking “too many questions” from a legal perspective. About your health before the accident and which doctors you visited. You would rather avoid that, wouldn't you? So never wait too long to engage a personal injury firm.

It's also likely that you'll quickly incur significant expenses . Or your incomemay disappear. We'll handle the initial damage payments from the other party. Then you can focus on your recovery.

Would you like to know what's best for you? Don't hesitate to without obligation us

We'll give you right away advice clear. Then you can decide for yourself what to do with it.

If we think we can help you, we will let you know right away.

At the same time, we guarantee that our legal assistance completely free of charge .

To learn more about our FREE personal injury assistance services, click here.

What personal injury compensation amounts am I entitled to?

The personal injury compensation amounts you are entitled to are:

Allowances for additional assistance, such as:

household help, shopping, taking children to school, etc.
help in the garden and
help with the maintenance and painting of your home.

In addition, your personal injury may have consequences for your income, such as:

income that is not fully paid (self-employed person, temporary worker, zero-hour contract, etc.)
no more irregular hours allowance
no longer being able to work overtime
missed promotions and
missed pension accrual

Finally, you can consider other equally important personal injury compensation amounts, such as:

Study delay
Reintegration costs for guidance to other work
Costs associated with admission to a hospital or rehabilitation center
Travel expenses
Medical expenses
Non-pecuniary damages
Economic vulnerability
Statutory interest
Furthermore, all costs that you would not have incurred without the accident…
For example, the wages you did not receive because you could not go to work.
Gasoline because you had to go to the hospital or the physiotherapist.
Medicines that were covered by your deductible.

In addition, you are always entitled to compensation for pain and suffering, also known as non-material damages.

This is compensation for "loss of enjoyment of life." Your damages should compensate you for your grief, pain, and anything else that might have made you less happy than before the accident.

Unfortunately, Dutch law is not generous in awarding damages for pain and suffering. Therefore, the amounts awarded in the Netherlands are not considered "fair enough.".

If you'd like to learn more about non-pecuniary damages, click here. If you'd like to learn more about personal injury damages, click here.

Calculating non-pecuniary damages

Calculating non-pecuniary damages:

You are always entitled to compensation for pain and suffering. This is the "non-pecuniary component" of your personal injury compensation.

What is non-pecuniary damages?

Pain and suffering compensation is not in itself a “hard legal term”. It is compensation for damage that cannot be expressed in monetary terms.

So, everything that doesn't fall under additional costs or lost income. It's essentially compensation for your "mental damage.".

How to calculate non-pecuniary damages

People often ask us at the very beginning of their personal injury case how much compensation they are entitled to.

That question is actually impossible to answer. And any personal injury lawyer who claims otherwise is mistaken.

When can you calculate my non-pecuniary damages?

Your compensation for pain and suffering can only be definitively determined at the end of your personal injury case.

Only then will it be known what psychological consequences your injury has had and/or will have for you.

Because it is the psychological consequences that largely determine your compensation for non-pecuniary damages.

Important factors in calculating non-pecuniary damages

Important factors for calculating your non-pecuniary damages include:

the nature of your injury
the severity of your injury
your age
your gender
your level of consciousness
whether you will have permanent scars and where those scars are located
whether you have physical limitations that affect your quality of life
how much pain have you suffered and continue to suffer
how long your recovery period was and
whether you have recovered at all or whether there is permanent damage.

Indication calculation of non-pecuniary damages:

We cannot predict exactly how much your compensation for non-pecuniary damages will be.

What we can do is give you a general indication of the amount of your compensation for pain and suffering.

If this sounds appealing, contact us today for a free, honest consultation. Afterward, you can decide for yourself what to do with it.

We are happy to help you calculate and claim your compensation for pain and suffering and other personal injury damages, such as your additional costs and lost income.

And if you choose our legal assistance, we guarantee you in writing in advance that our assistance will always FREE .

Calculating non-pecuniary damages? Ask for advice! We're happy to help. Want to know more about calculating non-pecuniary damages? Click here.

Top

Professional, committed advisors and negotiators

John van Wichen
They think along really well

After a painful fall in an elevator, my ankle was still in a lot of pain, but luckily Van der Toorn was there to help me.

T. Hoek
Really nice.

I never had to worry about financial compensation.

Helene van der Meer
I recommend this company

The process took a long time due to problems with the insurer, but I was kept well informed.

SW van Os
Very accurate and committed.

I was taken seriously and felt heard. It's nice that when you contact them, the secretary speaks to you immediately and, if necessary, connects you to the lawyer. Short lines of communication!

M. Kregting
Genuinely interested

With the help of Van der Toorn Personal Injury, I received a more than acceptable compensation. They are genuinely interested in their clients and go all out for the best possible results.

EHC Posthumus
Everything was arranged perfectly.

Very satisfied.

John van Santen
Good company with nice contact

It was nice that they handled all the hassle of my personal injury claim. I didn't have to chase anything up myself.

Aaron Verhoeven
Great

Very competent and neatly arranged everything for me

Lisa
Good!

Clear, detailed explanations of the steps involved. Everything is discussed in advance. They're truly there for you!

Eveline
Very expert help with my whiplash

Van der Toorn Personal Injury assisted me very discreetly at the time. The other party's insurer paid me compensation in no time.

Gert de Laan
Perfect service!

I was helped enormously by the sound advice. They acted very effectively and were very punctual. I hope I don't have to recommend a personal injury lawyer to anyone, but if I do, it will be this one!

Nicole Meulensteen
Professional, Quality and customer friendly

a relief that everything was arranged so well

Simona van Halsteren
Pleasant experience

Unburdening, full service, professional and sincere.

Noud Wilders
Satisfied

Very friendly and professional service

Silwa
that is very positive

Everything went smoothly. We had good contact and everything was explained clearly.

Verhoef
Customer-friendly and expert. They take a lot of work off your hands, including the administration

As a result of an accident I needed legal assistance, Van der Toorn Personal Injury provided me with excellent support in settling the damage

P. de Jong
Very good

Friendly and knowledgeable staff. Patience and expertise. Keep up the good work!

Anonymously
Human work. Well understood

My experience with the team at Van der Toorn has been truly excellent. They truly understand and stand by your side. Keep up the good work.

Maaike
Good guidance from A to Z

Excellent guidance from start to finish. Initially, I had legal assistance from DAS. I wasn't satisfied with that, so I contacted Van der Toorn. I found your company to be very professional. I received excellent assistance.

L. Polderman
Friendly, professional and fast action

I'm very satisfied with how the case was handled and handled, especially after my bad experience with my previous advocate. After our first meeting, we immediately felt good and regained confidence in a positive outcome

Lengers