Not satisfied with the treatment by UWV, SVB or the municipality of Leiden? You have the option to file a complaint. This is different from lodging an objection.
What is the difference between a complaint and an objection?
| Complaint | Objection |
|---|---|
| Concerns the manner of treatment | Concerns a specific decision |
| How you were treated by staff | 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 file a complaint about?
- Unfriendly or disrespectful treatment
- Long waiting times without good reason
- Unkept promises, such as calling back
- Incorrect or confusing information provision
- Breach of your personal data
Steps to file a complaint
- First contact the relevant organisation
- Explain what happened and when
- Indicate what you hope to achieve (e.g. apology or change)
- The organisation has 6 weeks to respond
If you are not satisfied: National Ombudsman
Are you not happy with how your complaint was handled? Then involve the National Ombudsman:
- Independent body for complaints about government agencies
- Free and accessible to everyone
- Can make suggestions for improvement to the organisation
Frequently Asked Questions about Complaints in Leiden
Is it useful to file a complaint?
Absolutely, a complaint can lead to positive changes. Organisations such as UWV, SVB and the municipality of Leiden are obliged to handle complaints seriously.
Can I file a complaint and lodge an objection?
Yes, that is possible. A complaint concerns the treatment, while an objection is aimed at a decision.
Will I receive money if I file a complaint?
Generally not. A complaint usually results in an apology or process improvement, not financial compensation.
Extra Frequently Asked Questions
How quickly will I receive a response to my complaint in Leiden?
The organisation 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 a copy of your complaint.
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, free of charge and without barriers.
Does a complaint have to be in writing or can it also be oral?
It is recommended to submit your complaint in writing via a form, email or post, so that you have proof. By telephone is sometimes also possible, but then ask for written confirmation to avoid misunderstandings.
Can I file an anonymous complaint with UWV, SVB or the municipality of Leiden?
Anonymous complaints are usually not accepted, because the organisation cannot then conduct a full investigation. However, you can request confidential handling of your data. With the National Ombudsman, anonymous reports are sometimes possible, but limited.
What happens after a complaint to the National Ombudsman?
The ombudsman discusses your complaint, assesses whether they can take it up and asks the organisation for an explanation. After investigation, a ruling or advice follows, such as an apology or adjustment in procedures. This often takes several months.
Can I complain about a specific employee?
Yes, you can file a complaint about the behaviour of an employee. Clearly state what happened, when and who was involved. The organisation investigates this and can address the employee or assign a different contact person.
Does a complaint affect my benefit or rights?
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 this. If you feel penalised anyway, report this to the National Ombudsman.
Local Information for Leiden
Court: District Court of The Hague, Leiden Location
Legal Aid Office: Juridisch Loket Leiden, Stationsweg 46