Not satisfied with the treatment by UWV, SVB or the Zoetermeer municipality? You have the right 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 handling | Concerns a specific decision |
| Focus on behaviour or communication | Focus on the content of the decision |
| No strict deadline (preferably within 1 year) | Deadline of 6 weeks |
| Does not change a decision | May lead to a modified decision |
What can you file a complaint about?
- Unfriendly or unprofessional attitude of staff
- Long waiting times without clear reason
- No response despite promises
- Incorrect or vague information provision
- Breach of your personal data
Step-by-step plan for filing a complaint
- First contact the relevant organisation
- Explain what went wrong and when
- 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 approach the National Ombudsman:
- Independent body for complaints about government agencies
- No costs associated with the procedure
- Can make suggestions for improvement to the organisation
Frequently asked questions about complaints in Zoetermeer
Is it useful to file a complaint?
Absolutely, a complaint can contribute to better service. Organisations are obliged to take your complaint seriously and respond to it.
Can I file both a complaint and an objection?
Yes, that is possible. A complaint concerns the handling, while an objection concerns the decision itself.
Will I receive compensation after a complaint?
Generally not. A complaint usually results in an apology or improved approach, not financial compensation.
Extra questions and answers
How quickly will I receive a response to my complaint?
The organisation (UWV, SVB or Zoetermeer municipality) must respond within 6 weeks. In complex cases, this can be extended by 4 weeks. No response? Contact the complaints department or approach the National Ombudsman. Always keep proof of your complaint.
What if I find the response to my complaint insufficient?
You can file a follow-up complaint with the organisation explaining why you are not satisfied. In addition, you can involve the National Ombudsman for an independent investigation. This is free of charge.
Is a written complaint mandatory?
It is recommended to submit your complaint in writing via an online form, email or post. This serves as proof. By telephone is also possible, but then request written confirmation to avoid misunderstandings.
Can I file my complaint anonymously?
Most organisations do not handle anonymous complaints, as they cannot contact you. However, you can request confidential treatment 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 discusses your complaint, requests a response from the organisation and, after investigation, issues a ruling or recommendation. This may lead to an apology or adjustment in procedures. The process often takes several months.
Can I complain about a specific employee?
Yes, you can file a complaint about the attitude of an employee of UWV, SVB or Zoetermeer municipality. 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 filing a complaint affect my benefit or support?
No, filing a complaint has no impact on your benefit or provisions. It is your right to complain about the handling, and organisations may not disadvantage you for it. If you experience this anyway, report it to the National Ombudsman.
Relevant agencies in Zoetermeer:
Court: District Court of The Hague (district)
Legal Aid Office: Legal Aid Office Zoetermeer