Klachtenverloop

Klachtenverloop, a Dutch term for the complaint process, refers to the structured sequence of actions that an organization follows when handling a customer or consumer complaint. The process is designed to ensure transparency, fairness, and timely resolution while protecting the rights of the complainant. It is commonly used in public administration, retail, banking, insurance, and utilities, and aligns with European consumer protection directives.

The typical stages of a klachtenverloop are as follows. First, the complaint is submitted, usually through a form, email, phone, or in‑person request. An initial acknowledgement is sent to the complainant, confirming receipt and providing a reference number and contact details of the responsible point of contact. Second, a detailed investigation takes place. The organization gathers facts, consults relevant records, and may interview witnesses. The complainant is often updated on the progress, especially if the investigation is expected to take an extended period. Third, a decision is made. If the complaint is upheld, the organization commits to a remedial action, which could include compensation, service restoration, or process changes. If it is dismissed, the decision is communicated with an explanation, and the complainant is informed about the right to appeal, typically through an internal appeals body or an external consumer ombudsman.

In the Netherlands, complaint handling is regulated by the Wet op het Consumentenbescherming and guidelines issued by the Autoriteit Consument & Markt. These regulations set maximum time frames, reporting requirements, and specify the obligations of both public and private sectors. The obligations ensure that complaints are managed consistently, that data privacy is respected, and that organizations improve their processes based on complaint trends. A robust klachtenverloop not only resolves individual issues but also serves as a feedback mechanism for continuous improvement of products and services.