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)

Postbus 93257

2509 The Hague

The Netherlands

Useful documents