Process information

Our process explained in steps

From filing a complaint, with our process, to the solution

Step by step, we inform you about our process. We take you through the steps in outline, timeline* and cost to you.

*The process times shown above are averages.

When you submit your complaint to us, we will start handling your complaint. The complaint handling process consists of a number of steps. On this page, we offer concise, general information about the different steps in the process and what we (can) do for you. You will also find information on what we expect from you, so that we can handle the complaint in the best possible way.

Once you have filled in the form on our site, the handling of your complaint is at this registration stage. We will register your complaint and store your data. You will receive a confirmation of the stored data. We now call the handling of your complaint a case. Read more about Registration (in Dutch).

Topics: registration

At this stage, we determine which Committee can handle your complaint. We create a digital account for you and ask you to add additional information to your case. At this stage, you must also pay a complaint fee. To avoid taking too long to process your complaint, we ask you to respond within one month. Once we have received all the documents and you have paid the complaint fee, we will assess whether we can handle your complaint. Read more about Intake (in Dutch).

Topics: committee, digital account, additional information, complaint fee, filing, filing on time, handle the complaint – yes or no, complainant is not affiliated, inadmissible, not authorised.

Now that it appears that we can handle your complaint, we will ask the other party, the defendant, to respond to your complaint. The chances are the defendant will contact you to resolve (settle) the complaint with you. If the defendant has responded, we will add that response to your case. If it is necessary to arrange for an expert to investigate the complaint, we will initiate this. Of course, you will be informed of this. After this, we will schedule the hearing. Read more about Handling (in Dutch).

Topics: response of defendant, settlement, expert investigation, schedule hearing

At this stage, we ask the Committee to come to a decision on your complaint. We invite you to a hearing. If an expert is required to investigate your case, we will invite you after we have received the expert's report. After about a month, you will receive the decision from the Committee. Read more about Decisions in (Dutch).

Topics: hearing, who sits on the committee, decision, founded/unfounded, complaint fee, filing

Once you have received the decision, the case is settled. If you still have any questions, you can ask us at this stage. Read more about your options (in Dutch).

Topics: decision not complied with, disagree with decision, error in decision