Dear Lianne, The colleague you spoke with before we accepted your case has only informed you that I would contact you. No phone call was promised. My colleague has explained to you that we could perform an investigation, our hourly fee and that we work with advance payments. Advance payments are standard policy at our office and are very common within the lawyer's practice. After your phone call with my colleague, I have indeed sent you an email. In the email I have informed you that I will handle your case and send you the engagement agreement and the invoice. You replied by sending me your contact details for the contract and you posed some further questions that you would like to see answered in the memo. You did not inform me that you had problems with the advance invoice. Apart from the one phone call, all the communication was by email. Contact by email is widespread in these times. Two reasons are that it is more efficient and that all correspondence is then documented. All questions were posed by email, but you were not forced to answer them by email. If you would have wanted a phone call, you could, of course, call us and we would be happy to take the conversation by phone or call you back. However, you never contacted us, nor did you demand a phone call. You have only given us your phone number in case we wanted to call you. Moreover, this was only after we had sent you the memo. Furthermore, I have asked you all the crucial questions for the investigation. I have done what we agreed upon in the contract. The questions you had asked have also been answered. The memo was basic but very detailed and covered almost five pages. After receiving the memo, you provided new information that you had not communicated beforehand and which we could not expect. This necessitated further investigation, which you were additionally charged for. The additional charges concern only 40 minutes. If you had provided me with the correct information initially, we would be able to take that into account during the investigation and additional work would not have been necessary. The initial advice (memo) was based on all information provided by you and was therefore not wrong. The outstanding invoice was handed over to a debt collection agency because it was already due for a long time. We cannot collect the debt ourselves because you live abroad. We regret that we did not receive the correct information straight away and that in the meantime it was not indicated what you were not satisfied with. Of course, we always want our customers to be satisfied and solve any problems immediately. I think you will understand that it is unclear to me how you came to write this review. Regards, Ruby van Kersbergen
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