You can file a complaint regarding the actions or omissions of the NFI or (one of) our employees in a specific situation.

Are you a client of the NFI and do you have a complaint about our services? Please use the designated form:

Service complaint

In all other cases, you can follow the procedure as described below.

Sometimes we do not process a complaint. This is the case, for example, if:

• a complaint has already been filed regarding the same matter and this was handled according to the rules;
• the event you are complaining about took place more than a year ago;
• you or someone else could have filed an objection;
• you or someone else could have or can file an appeal (except in cases where a decision was not made on time);
• another court (not an administrative court) has already ruled on the matter or can rule on it;
• the complaint relates to a criminal investigation or is part of one.

This also means that we cannot process complaints about the preparation or content of an NFI report in an ongoing criminal investigation.

If the criminal process has been completed with a final ruling, and the complaint concerns the preparation or content of an NFI report in that criminal investigation, we generally cannot process the complaint. In that case, a review procedure under the Dutch Code of Criminal Procedure (Book III, Title VIII) is the appropriate course of action.

In addition, we may decide not to handle a complaint if the importance of the complaint or the seriousness of the incident is insufficient.

If we do not handle your complaint, you will receive written notification regarding this within four weeks.

You submit a complaint in writing to the NFI. It is possible to submit a complaint verbally, but to avoid misunderstandings, a written submission is preferred.

To ensure the complaint is handled properly, please include at least the following information:

• your name, address, telephone number, and signature;
• the date on which you submit the complaint;
• which employee, division, or team the complaint concerns;
• a clear and brief description of the incident;
• the reason for your complaint.

You can send the complaint to:

E-mail address

klachtencoordinator@nfi.nl

Postal address

Netherlands Forensic Institute
Attn: Management Secretariat
Postbus 24044
2490 AA The Hague
The Netherlands

Within two weeks of receiving the complaint, you will receive a written confirmation from us. Our complaints coordinator assesses whether the complaint meets the required conditions.

If we are unable to handle the complaint, you will be informed as soon as possible. If the complaint belongs with another organisation, such as the police or the Public Prosecution Service, we will forward it. You will also receive a notification from us regarding this.

If we do handle the complaint, the complaints coordinator will first investigate whether we can resolve the complaint in an 'informal' manner. This means we try to address the complaint quickly and in consultation with you, for example by phone.

If an 'informal' solution is not possible, a formal procedure will follow:

• the NFI employee involved will be informed and can respond to the complaint. You will receive this written response as soon as possible;
• you will then have the opportunity to explain your complaint further and respond;
• we will collect additional information if necessary;
• the Director General of the NFI will ultimately decide whether the complaint is well-founded (justified) or unfounded (unjustified). You will receive a written and reasoned response regarding this decision.

Wij streven ernaar om de klacht binnen zes weken na ontvangst af te handelen. Lukt dit om wat voor reden dan ook niet, dan kunnen wij deze termijn met vier weken verlengen. Je ontvangt in dat geval hierover schriftelijk bericht.

Tot slot wijzen wij er op dat de klacht altijd wordt behandeld door een medewerker die op geen enkele manier betrokken is geweest bij de gebeurtenis waarover je klaagt.

We aim to complete the procedure within six weeks of receiving your complaint. If, for any reason, this is not possible, we may extend this period by four weeks. You will receive written notification regarding this.

Finally, please note that your complaint will always be handled by an employee who has not been involved in the event you are complaining about.

If you are not satisfied with the way we handled your complaint, you can submit a complaint to the Dutch National Ombudsman within one year. This can be done online via the complaint form or by letter. You can find the complaint form on the National Ombudsman’s website.

Postal address

Nationale Ombudsman
Antwoordnummer 10870
2501 WB The Hague
The Netherlands

On our Privacy page, you can read how we handle your personal data when you file a complaint.