Netherlands complaints

Do you have a complaint about a product offered by MS Amlin in the Netherlands, about our services or a third party acting on behalf of MS Amlin in the Netherlands? If so, you can take the following steps.

Step 1

We recommend you first get in touch with your MS Amlin contact in question and/or their superior. If the response is not to your satisfaction you can lodge a formal complaint with the Management.

Step 2

A formal complaint to the Management can be addressed to:

Amlin Insurance SE - Branch for the Netherlands
Postbus 2190
1180 ED Amstelveen

To enable us to assist you as soon as possible please specify the following information in your letter:

Your name, address, phone number and e-mail address as well as the relevant policy number or the claims reference number.

To evaluate your complaint as well as possible, please also provide the following information in your letter:

  • Short summary of the underlying case to which your complaint refers
  • What is the nature of your complaint?
  • What solution to your complaint do you propose?

You will receive a confirmation of receipt within five working days. We aim to respond to your complaint within three weeks, and at most within six weeks. However, if the period of six weeks is not feasible, you will be informed of this with full details of the reason and the period within which we will respond.

Step 3

Stichting Klachteninstituut Financiële Dienstverlening (KiFiD) - Financial Services Complaints Institute (for natural persons only)

If your formal complaint has not been satisfactorily resolved, you can submit your complaint to the independent Financial Services Ombudsman. This possibility is only open to natural persons who are not acting in the context of a job or company.

The complaint must be submitted to KiFiD within three months after you have received a final response of MS Amlin. Submission of a complaint to the Ombudsman is free of charge. The Ombudsman's mediation proposal or recommendation is not binding.

The Ombudsman's address is:
KiFiD, Stichting Klachteninstituut Financiële Dienstverlening
Postbus 93257
2509 AG DEN HAAG
Telephone: 0900-fklacht or 0900-355 22 48
For more information: www.kifid.nl

Step 4

Disputes committee KiFiD (for natural persons only)

If no satisfactory solution to the dispute is found through mediation of the Ombudsman, your complaint can be submitted to the Geschillencommissie Financiële Dienstverlening (Financial services disputes committee) of the KiFiD. You need to do this within three months of receipt of the Ombudsman’s opinion. The dispute must involve an amount in excess of € 150. You should bear in mind that the Disputes committee will not handle any complaints which have already been submitted to a judge or another disputes body.

The Disputes committee usually issues a binding ruling for the parties. The financial service provider is obliged to carry out the Disputes committee's ruling.

Submitting a complaint to the Disputes committee of the KiFiD is not free of charge. The handling of the complaint by the Disputes committee costs € 50 when the Ombudsman considers the complaint to be (partly) founded and € 100 when the Ombudsman considers the complaint unfounded.

Step 5

Appeals committee KiFiD (for natural persons only)

If you don't agree with the Disputes committee's binding decision you can submit the dispute to the Appeals committee within six weeks. It must concern more than € 25,000.

The handling of a complaint by the Appeals committee costs € 500.

The Appeals committee issues a final, binding ruling as a last resort.

Step 6

If you are not a consumer or you don't want to use KiFiD’s complaints handling options

In that case you can submit the dispute to the competent court.

Alternatively, if you have bought a product or service online you may have the right to register your complaint with the European Commission’s on-line dispute resolution (ODR) platform. The ODR platform will redirect your complaint to the appropriate alternative dispute resolution body.

For further details read here.