Not satisfied with the treatment by UWV, SVB or the Rijswijk municipality? You have the option to file a complaint. This is different from objecting to a decision.
What is the difference between a complaint and an objection?
| Complaint | Objection |
|---|---|
| Concerns the manner of treatment | Concerns a specific decision |
| Focus on handling or attitude | Focus on the content of the decision |
| No fixed term (preferably within 1 year) | 6-week term |
| Does not change a decision | May lead to amendment of the decision |
What can you file a complaint about?
- Unfriendly or disrespectful treatment
- Unexplained delays
- No response after a promise to get in touch
- Incorrect or vague information provision
- Breach of your personal data
Steps to file a complaint
- Submit your complaint to the relevant organisation
- Provide a clear description of the incident and the date
- State what you hope to achieve (e.g. apology or solution)
- The organisation has 6 weeks to respond
Involve the National Ombudsman
If you are not satisfied with the handling of your complaint, you can contact the National Ombudsman:
- Independent organisation for complaints about government bodies
- Free and accessible to everyone
- Can make suggestions for improvement to the organisation
Frequently Asked Questions about Complaints in Rijswijk
Is it useful to file a complaint?
Yes, a complaint can contribute to improvements within the organisation. They are obliged to treat your complaint seriously and respond to it.
Can I file a complaint and make an objection at the same time?
That is possible. A complaint concerns the treatment, while an objection concerns the content of a decision.
Will I receive compensation after a complaint?
Generally not. A complaint usually results in an apology or process improvement, not financial compensation.
Extra Questions and Answers
How quickly will I receive a response to my complaint?
Organisations such as UWV, SVB or the Rijswijk municipality must respond within 6 weeks. In complex cases, this can be extended by 4 weeks. No response? Contact the complaints department or the National Ombudsman. Always keep proof of your complaint.
What if I disagree with the response to my complaint?
You can file a follow-up complaint with the organisation explaining why you are dissatisfied. You can also involve the National Ombudsman for an independent investigation. This is free.
Is a written complaint necessary?
It is recommended to submit your complaint in writing via a form, email or post, so you have proof. By phone is also possible, but request written confirmation to avoid misunderstandings.
Can I complain anonymously?
Most agencies do not handle anonymous complaints, as they cannot investigate them properly. You can request confidential treatment of your data. With the National Ombudsman, anonymous reports are sometimes possible, but handling is limited.
What happens after a complaint to the National Ombudsman?
The ombudsman discusses your complaint, requests a response from the organisation and, after investigation, issues a ruling or recommendation. This may, for example, be advice to the organisation to adjust procedures. This process often takes several months.
Can I complain about a specific employee?
Yes, you can file a complaint about an employee's behaviour. Provide details about the incident and the person involved. The organisation will investigate and may address the employee or assign you a different contact person.
Does a complaint affect my benefit?
No, filing a complaint has no consequences for your benefit or provisions. It is your right to complain about the treatment, and organisations may not disadvantage you for it. If you experience this anyway, report it to the National Ombudsman.
Relevant institutions in Rijswijk:
District Court: District Court The Hague (district)
Legal Aid Office: Legal Aid Office Rijswijk