What to do.

No complaint but Report?

Do you see something that is broken or needs to be cleaned up? Then file a public space report. 

Don't want to make an official complaint but want to give feedback on a process that you feel could be better? Or do you have tips for us? Read all about it on the page'Give your opinion or share a compliment.' 

Filing a complaint

If you feel that you have not been treated properly by an official or administrator, you can file a complaint with the municipality. You can file a complaint about personal treatment by employees or administrators. 

You can settle the complaint online.

You can also submit the complaint by letter. Send it to: postbus 10 000, 5670 GA Nuenen. In the letter, state who you are and where you live, preferably with a telephone number. State against whom you are filing a complaint and why. Describe as specifically as possible what happened and why you are complaining about it.

Procedure

After submitting your complaint, you will receive an acknowledgement of receipt within one week. This will state who the contact person is for the handling of your complaint. You can contact this person for additional comments and questions regarding your complaint.

The contact person will check whether your letter should actually be treated as a complaint or whether a different procedure can or should (or should have) been followed. It is also possible that your complaint cannot be handled because, for example, the incident took place more than a year ago. In the event that your complaint, is not handled as a complaint, you will be notified accordingly.

If your complaint satisfies the legal requirements, you will be invited for an interview or you will receive a letter where the content of your complaint will be addressed. If the letter or interview does not resolve your complaint to your satisfaction, your complaint may be referred to an independent complaints committee. 

Following the hearing, the complaints committee writes an advice. This recommendation will be submitted, in accordance with the Nuenen 2024 Complaint Handling Regulations, to the administrative body that decides on your complaint. 

Ultimately, the governing body concerned will make a decision on your complaint. You will be sent the decision.

How long does it take? 

The municipality will handle your complaint within 6 weeks. If your complaint is submitted to the complaints committee, that period is 10 weeks. The municipality can extend this period. You will always be notified of this.

National Ombudsman

If you disagree with the handling of your complaint, you can file a complaint with the National Ombudsman.