Complaints about the Fund

If you are dissatisfied about the way in which the Fund has dealt with you, you can submit a complaint. Things you can complain about include the way you have been dealt with on the telephone, or the amount of time you have had to wait for an answer to a question or a decision on your application. In 2008 the Fund received three complaints from applicants. 

Note: the complaints procedure is not intended for dealing with any dissatisfaction you may have about the decision on your complaint. If this is the case, you may submit an objection to the decision and perhaps file an appeal. Click here if you wish to know more about this procedure. 

How do I submit a complaint?

You must submit a complaint in writing, addressing it to:
 
Schadefonds Geweldsmisdrijven
Postbus 1947
2280 DX Rijswijk
The Netherlands. 

Your complaint should include your name and address, the date, a short description of the complaint and, where relevant, the name of the employee in question. You will receive written confirmation of your complaint together with a copy of the formal complaints procedure.

How is a complaint processed?

In processing your complaint the Fund could invite you to explain it personally. Alternatively, you might be contacted by telephone for an explanation. Any Fund employee about whom you submit a complaint is also given the opportunity to tell his or her side of the story.

A decision is taken on your complaint within six weeks after it is submitted. You will be informed of this decision in writing. You cannot appeal it. If your application is successful, the Fund will do everything possible to make the requisite improvements.

If you are not satisfied with the way your complaint has been dealt with you can contact the National Ombudsman:

Nationale ombudsman
Postbus 93122
2509 AC Den Haag
The Netherlands

Telephone (+31)800-3355555 (during office hours).