Complaints handling

The IND is committed to being open and transparent about its work, even if our clients believe we are not performing well. That's why, on this page, we provide insight into the IND's complaint handling process. The IND believes it is important that complainants feel heard and that we learn from complaints. This allows us to improve our services.

The IND categorises complaints based on the subject matter.

Processing time: these are complaints about the processing times of applications.
Service provision: these are complaints about the provision of services by the IND, such as accessibility by phone, the option to plan an appointment at a desk, taking biometrics, issuance of documents or information provision.
Treatment: these are complaints about the conduct or behaviour of IND staff members.
National ombudsman (No): these are interventions by the National ombudsman that have been forwarded to the IND.
Policy: these are complaints about the Dutch aliens policy and the implementation of this policy by the IND. This category also contains complaints that are not against the IND and will be forwarded to partners in the immigration system under policy.
IT affairs: these are complaints about the performance of the IND website, MyIND, the Business Portal, Solicitor Portal, etc.

Complaints processing table

Month	Processing time	Service provision	Treatment	No	Policy	IT	Other	Total
Aug	113	104	5	1	5	8	1	237
July	128	116	11	5	8	4	1	273
June	143	116	12	3	4	0	0	278
May	112	101	3	4	1	1	1	223
Apr	122	78	8	2	3	2	1	216
Mar	126	99	8	1	1	0	0	235
Feb	98	90	12	3	3	7	3	216

Explanation of table

In August 2026, the IND received 237 complaints. Most complaints by far are about the processing time of an application by the IND (113 complaints) and about the provision of services by the IND (104 complaints).
In August 2026, 83% of the complaints were handled within the legal term of 6 weeks. The average time for handling complaints was 5 weeks.
In August 2026, the IND assessed 219 complaints from the National Ombudsman:
- Valid: 150 complaints (= 68%)
- Invalid: 43 complaints (= 20%)
The remaining 26 complaints (12%) were withdrawn by the client, were forwarded to a partner in the immigration system, could not be assessed because further investigation turned out not to be possible, or were inadmissible.
The column ‘other’ concerns complaints about, for example, interpreters or facilities.

Handling complaints is prescribed in the General Administrative Law Act, chapter 9 (in Dutch: Algemene wet bestuursrecht or AWB).