Netherlands complaints handling
There are no specific definitions of a complaint or a complainant in the Netherlands
The existing EIOPA definitions should be applied.
Definition of a complaint (EIOPA definition)
A statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or service he/she has been provided with. Complaints handling should be differentiated from claims handling as well as from simple requests for execution of the contract, information or clarification.
Definition of a complainant (EIOPA definition)
A person who is presumed to be eligible to have a complaint considered by an insurance undertaking and has already lodged a complaint e.g. a policyholder, insured person, beneficiary and in some jurisdictions, injured third party.
A prompt acknowledgement of the complaint, in writing, within 2 (two) weeks of the complaint being made.
A final response to be provided within 8 (eight) weeks of receipt of the complaint.
External Dispute Resolution
Financial Services Complaints Tribunal – Klachteninstituut Financiële Dienstverlening (Kifid)
2509 The Hague
Tel: +31 (0) 70 333 8 999