Complaints Procedure

Last updated: October 2026

1. Introduction

NCRB operates under licence POB 1737, issued by the Dutch Ministry of Justice and Security (Ministerie van Justitie en Veiligheid). As a licensed investigation agency under the Wet particuliere beveiligingsorganisaties en recherchebureaus (Wpbr), we maintain a formal complaints procedure in accordance with Article 18 of the Regeling particuliere beveiligingsorganisaties en recherchebureaus (Rpbr).

We take every complaint seriously. This procedure describes how you can submit a complaint, what to expect during the process, and what options are available if you are not satisfied with the outcome.

2. Who Can File a Complaint

Any person or organization that is directly affected by the conduct or activities of NCRB or its investigators may file a complaint. This includes, but is not limited to:

  • Clients of NCRB
  • Subjects of investigations conducted by NCRB
  • Third parties affected by our investigative activities

3. What You Can Complain About

Complaints may relate to:

  • The conduct of NCRB during an investigation
  • The methods used during an investigation
  • The handling of personal data during investigative activities
  • The quality or accuracy of investigative reports
  • Communication or service delivery

4. How to File a Complaint

Complaints must be submitted in writing. You may file a complaint by:

  • Email: klachten@ncrb.nl
  • Post: NCRB, Noordhoven 19, 6042 NW Roermond, Netherlands
  • Via the contact form on our website; state in your message that it is a complaint.

Your complaint should include:

  • Your name and contact details
  • A description of the conduct or activity you are complaining about
  • The date(s) of the relevant conduct
  • Any supporting documentation
  • The outcome you are seeking

Complaints should be filed within one year of the conduct or activity in question.

5. Procedure and Timeline

  1. Acknowledgment: We will confirm receipt of your complaint in writing within five business days of receiving it.
  2. Assessment: Your complaint will be reviewed by a person who was not involved in the matter that is the subject of the complaint.
  3. Oral Hearing: You have the right to be heard in person or by telephone. If you wish to make use of this right, please indicate this when submitting your complaint.
  4. Investigation: We may contact you for additional information. If the complaint involves investigative activities, the relevant case file will be reviewed.
  5. Decision: A written decision will be issued within six weeks of receiving the complaint. This decision will include the findings, the reasoning, and any actions to be taken.
  6. Extension: If the six-week period is insufficient due to the complexity of the complaint, we will inform you in writing of the expected timeline.

We record every complaint and how it was handled. As Article 18(2) Rpbr requires, we send a copy of every complaint submitted to the Minister of Justice and Security.

6. Cost

There are no costs associated with filing a complaint.

7. Appeal

If you are not satisfied with the outcome, you may:

  • File a complaint with the Dutch Data Protection Authority (Autoriteit Persoonsgegevens) if the complaint relates to the processing of personal data
  • Report the matter to the Minister of Justice and Security (Justis) or the police, who supervise licensed investigation agencies
  • Start civil proceedings, which remain possible at all times

8. Confidentiality

All complaints are treated confidentially. Information provided in connection with a complaint will only be used for the purpose of handling the complaint and will not be shared with third parties, except the copy to the Minister required by Article 18(2) Rpbr or where otherwise required by law.

9. Code of Conduct

NCRB operates in accordance with the Privacygedragscode voor particuliere onderzoeksbureaus (Privacy Code of Conduct for Private Investigation Agencies). This code provides additional safeguards for the processing of personal data during investigative activities. The code is published at wetten.overheid.nl (Annex 6 to the Rpbr).

10. Contact

For questions about this procedure:

NCRB
Licensed investigation agency, POB 1737
For full company details, see Legal & Compliance.

Questions?

If you have any questions about our policies, please contact us.

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