Not satisfied with the treatment by UWV, SVB or the Westland municipality? 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 specific decision |
| Aimed at attitude or behaviour | Aimed at the content of a decision |
| No fixed term (preferably within 1 year) | 6-week term |
| Does not change a decision | Can amend a decision |
What can you file a complaint about?
- Unfriendly or unprofessional treatment
- Long waiting times without clear reason
- No response after a promise to call back
- Incorrect or vague information provision
- Breach of your privacy rights
Step-by-step plan for filing a complaint
- First contact the relevant organisation (UWV, SVB or Westland municipality)
- Explain what happened and when
- Indicate what you hope to achieve (for example, an apology or a solution)
- The organisation has 6 weeks to respond
Involve the National Ombudsman
Not satisfied with how your complaint was handled? Then you can approach the National Ombudsman:
- Independent body for complaints about government organisations
- No costs involved in filing a complaint
- Can make suggestions for improvement to the organisation
Frequently asked questions about complaints in Westland
Is it useful to file a complaint?
Absolutely, a complaint can contribute to better service provision. Organisations are obliged to treat your complaint seriously and provide a response.
Can I file a complaint and lodge an objection at the same time?
Yes, that is possible. A complaint concerns the manner of handling, while an objection concerns the content of a decision.
Will I receive compensation after filing a complaint?
Generally not. A complaint usually results in an apology or an improvement in service provision, not financial compensation.
Extra questions and answers
How quickly will I receive a response to my complaint?
The organisation (such as UWV, SVB or Westland municipality) must respond within 6 weeks. In complex cases, this can be extended by 4 weeks. If you hear nothing, contact the complaints department or involve the National Ombudsman. Always keep a copy of your complaint.
What if I disagree with the response to my complaint?
If the handling is not to your satisfaction, you can file a follow-up complaint with the organisation explaining why you are dissatisfied. In addition, you can involve the National Ombudsman for an independent investigation, without costs.
Must a complaint always be in writing?
It is advisable to submit your complaint in writing via an online form, email or letter, so that you have proof. By telephone is also possible, but then request written confirmation to avoid misunderstandings.
Can I file a complaint anonymously?
Many organisations do not accept anonymous complaints, because they cannot properly investigate the situation then. You can request confidential handling of your data. With the National Ombudsman, an anonymous report is sometimes possible, but this limits the investigation.
What happens after a complaint to the National Ombudsman?
The ombudsman first discusses your complaint with you and assesses whether it can be taken up. The organisation is then asked for a response. After investigation, a ruling or recommendation follows, which may take several months.
Can I complain about a specific employee?
Yes, you can file a complaint about the behaviour of an employee of UWV, SVB or Westland municipality. Clearly state what happened, when and who was involved. The organisation investigates this and can address the employee or assign you a different contact person.
Will I lose my benefit by filing a complaint?
No, filing a complaint has no influence on your benefit or provisions. It is your right to complain about the treatment, and organisations may not disadvantage you for this. If you feel penalised anyway, report this to the National Ombudsman.
Relevant bodies in Westland:
District Court: District Court The Hague (district)
Legal Aid Office: Legal Aid Office Westland