Dissatisfied with the settlement of your personal injury case? There are various options for complaining about insurers, personal injury agencies, or other involved parties.
Complaints about Insurers
If you are dissatisfied with the handling by an insurer, there are several steps.
Internal Complaints Procedure
Every insurer has an internal complaints procedure. This is the first step.
- Submit the complaint in writing
- Describe concretely what went wrong
- Response period: usually 4-6 weeks
- In case of rejection: external complaint options
Kifid (Financial Services Complaints Institute)
Kifid handles complaints about financial service providers, including insurers.
Kifid Procedure
| Phase | Description | Duration |
|---|---|---|
| Mediation | Attempt at settlement | Approx. 3 months |
| Disputes Committee | Binding decision | Approx. 6-12 months |
| Appeal Committee | Appeal (limited) | Approx. 6 months additional |
Advantages of Kifid
- Low-threshold and inexpensive (€50 complaint fee)
- Ruling can be binding
- No lawyer required
Complaints about Personal Injury Agencies
You can also file a complaint about your own representative.
Personal Injury Lawyer
- Office complaint: first at the office itself
- Dean: complaint to the Dean of the Bar Association
- Disciplinary proceedings: Disciplinary Board can impose sanctions
Non-Lawyer Personal Injury Agencies
- Personal Injury Quality Mark: complaint to the Personal Injury Quality Mark Foundation
- NIVRE: complaint to the Netherlands Institute of Registered Experts
- Civil court: in case of serious breach of contract
Complaints about Medical Advisors
For complaints about the performance of a medical advisor, there are various options.
Complaint Options
- Healthcare Disciplinary Tribunal (if BIG-registered)
- Complaint to the principal (insurer)
- GAV (Joint Advisory Committee for Insurance)
Complaints about Experts
Medical experts and other specialists can also be the subject of complaints.
Options
- LRGD (National Register of Judicial Experts)
- NVMSR (Dutch Association for Medical Specialist Reporting)
- Disciplinary Tribunal (for doctors)
- Court (in objection to report)
Government Agencies
For certain complaints, you can go to government agencies.
Agencies
| Agency | Type of Complaint |
|---|---|
| Autoriteit Persoonsgegevens | Privacy violations |
| AFM | Market conduct of insurers |
| DNB | Solvency of insurers |
| Nationale Ombudsman | Government agencies (UWV, SVB) |
Civil Proceedings
In serious disputes, civil proceedings may be necessary.
When to Go to Court?
- Rejection of liability despite evidence
- Unreasonably low offers
- Extreme delays
- Breach of contract by representative
Tips for Complaints
- Document everything: correspondence, phone calls, appointments
- Set deadlines and monitor them
- Be specific in your complaint
- Start with the internal complaints procedure
- Seek advice on the best complaint route
- Take into account the duration of complaint procedures
Frequently Asked Questions
What is my right of withdrawal?
For online purchases, you have a 14-day right of withdrawal without giving a reason, unless statutory exceptions apply.
How long does the statutory warranty last?
Goods must last at least 2 years. Defects arising within 6 months are presumed to have been present already.
Can I claim interest on debts?
Yes, you can claim statutory interest (currently approximately 8% per year) on the outstanding amount.
What can I do against unfair trading practices?
You can file a complaint with the Consumers' Association, the government, or go to court.
What is a credit agreement?
A credit agreement regulates how you borrow money, what the interest is, and how you repay it.