Are you not satisfied with the treatment by the UWV, the SVB or the municipality of Utrecht? You have the option to file a complaint. This is different from lodging an objection against a decision.
What is the difference between a complaint and an objection?
| Complaint | Objection |
|---|---|
| Concerns the manner of handling | Concerns a decision taken |
| Focused on behaviour or attitude | Focused on the content of a decision |
| No fixed term (preferably within 1 year) | 6-week term |
| Does not change a decision | May lead to a different decision |
What can you complain about?
- Unfriendly or unprofessional treatment
- Long waiting times without clear reason
- No response despite promises
- Incorrect or vague information provision
- Breach of your personal data
Steps to file a complaint
- First contact the relevant organisation
- Explain what went wrong and when
- State what you hope to achieve (e.g. an apology)
- The organisation has 6 weeks to respond
Involve the National Ombudsman
If you are not satisfied with the handling of your complaint, you can approach the National Ombudsman:
- Independent organisation for government matters
- Free of charge and accessible to everyone
- Can make suggestions for improvement to the organisation
Practical information for Utrecht
For legal support in Utrecht, you can go to:
- District Court Midden-Nederland: Vrouwe Justitiaplein 1, Utrecht
- Juridisch Loket Utrecht: Catharijnesingel 55, Utrecht
Frequently asked questions about complaints
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 both complain and lodge an objection?
Absolutely, that is possible. A complaint focuses on the handling, while an objection concerns the decision itself.
Can I get compensation via a complaint?
Generally not. A complaint usually results in an apology or process improvement, not financial compensation.
How long does a response to my complaint take?
The organisation (such as UWV or Utrecht municipality) must respond within 6 weeks. In complex cases, this can be extended by 4 weeks. If you hear nothing, contact them or approach the National Ombudsman.
What if I disagree with the response to my complaint?
You can file a follow-up complaint with the organisation and explain why you are not satisfied. In addition, you can involve the National Ombudsman for an independent investigation.