Kifid handles financial complaints that fall within its rules and jurisdiction. Before submitting, check whether your provider participates, whether your type of complaint is eligible and whether you are in time. You generally need to complete the provider’s internal complaints procedure first. Consumers pay no complaint fee for proceedings before the Disputes Committee, but obtaining your own legal assistance can cost money. Choosing a binding decision may affect later review by a court.
Written by Onur Arslan, lawyer at Arslan Advocaten. Onur Arslan has many years of experience with private-law disputes, including insurance-law and BKR-related disputes. Last updated: 2 October 2026. This article concerns Dutch law.
Check these points before approaching Kifid
| Check | What to establish |
|---|---|
| Participation and scope | Check the provider and product, your capacity and the type of complaint. Participation alone is not enough. |
| Internal complaint | Keep your first complaint, acknowledgement and final response. Check when you may approach Kifid if no response arrives. |
| Deadlines and other proceedings | Determine the deadline under the applicable rules. Also monitor limitation periods and any separate deadline under the Dutch GDPR Implementation Act (UAVG). |
| Binding effect and costs | Check which choice is available and what a binding decision means. Discuss assistance costs and possible further steps. |
Address your complaint to the correct party. The trading name on a website is not always the party named on your policy, credit agreement or advice agreement. With an intermediary and an insurer, different complaints may also apply: the intermediary advises, the insurer decides on the claim. Complaining to the wrong party costs time.
How to make your internal complaint usable
A first rejection of a claim is not always the same as the handling of a complaint. So submit a written complaint that requires the provider to take a substantive, final position. A usable structure:
- Your name, customer number and the product concerned.
- The decision your complaint is about, with its date.
- A short timeline of verifiable events.
- The errors you identify, with references to numbered attachments.
- The solution you want and, if you claim damages, its calculation.
- A request for a reasoned final position on each part of the complaint.
Choose attachments for what they prove. A bank statement proves a payment, but usually not why an adviser recommended a particular product. Keep proof of sending and note the date of receipt. That date matters for the one-year period and the eight-week period. Confirm important telephone agreements by email.
Who can complain, about which product and for what amount?
The checklist does not itself establish whether you qualify or whether this particular complaint can be handled. The Disputes Committee’s rules define that scope.
| Issue | Meaning |
|---|---|
| Who is complaining? | Consumers have the broadest access: proceedings are free, and a binding decision generally requires both parties’ agreement, subject to the exceptions in the rules. Small business owners can also qualify, but must pay a contribution and do not have a choice: their decision is binding. Larger businesses fall outside this scheme and generally need to go to court. |
| Which provider? | Check participation in Kifid’s provider register. Relevant providers can include banks, insurers, intermediaries, mortgage lenders, credit providers, qualifying pension providers and debt collection service providers. The applicable rules determine access; participation is not a guarantee that every complaint is eligible. |
| Which product? | Financial products and services. Health insurance disputes generally follow the route through the insurer and SKGZ, rather than Kifid. |
| Which claim? | If you claim more than €1,000,000, excluding interest for late payment and costs, the rules limit Kifid’s consideration to €1,000,000. A dispute already submitted to an arbitrator or binding adviser is generally outside the scheme. |
| Large awards and binding effect | Even where you chose a binding decision, an award may be non-binding insofar as it exceeds particular financial thresholds. For consumers this applies above €250,000 if the provider is a member of the Dutch Association of Insurers or the Dutch Banking Association, and above €100,000 for other providers (excluding statutory interest and costs), unless the parties agree otherwise. |
The complete admissibility rules are in the Kifid Disputes Committee Rules. Always check the applicable version: the rules are amended periodically.
Special cases: health insurance, businesses and buy now, pay later
A business cannot take every commercial banking dispute to Kifid; access is more limited and depends on the product. Health insurance disputes generally go through the insurer and SKGZ. Read more about a rejected health insurance authorisation.
Jurisdiction is not automatic for buy now, pay later products either. In Kifid 2026-0861, the particular Klarna complaint was not handled because of the assessment of that credit product. This does not determine every complaint against every payment service. Check the specific product, date and applicable rules; see also buy now, pay later and BKR. In an urgent situation, such as threatened account closure, assess whether interim court relief is necessary.
Deadlines
The Disputes Committee Rules set out three time limits. The one most favourable to you applies.
| Period | Starting point | Condition |
|---|---|---|
| Three months | After the financial service provider gives its final position in writing | Only where that final response informs you of this deadline |
| One year | After you first presented the complaint to the provider | — |
| A reasonable period | After you knew, or reasonably should have known, about the possibility of making a complaint | — |
Pay attention to the condition attached to the first period. If the provider did not tell you that you could complain within three months, do not simply assume that period prevents your complaint. The submission date is the date Kifid receives it.
The eight-week rule. If the provider has not given a final position after eight weeks of its internal procedure, Kifid can take up the complaint while that procedure is still ongoing. You do not have to wait indefinitely for an answer.
Limitation periods run separately. For an insurance payment, Article 7:942 of the Dutch Civil Code provides a three-year limitation period beginning on the day after you became aware that the payment was due. Do not assume that an ongoing complaint automatically interrupts limitation. Send a written claim that clearly reserves your entitlement.
A GDPR request has its own deadline. If you asked the provider, for example, to remove or correct a BKR registration and it refuses, you can ask the district court by petition, within six weeks of receiving the answer, to order it to grant the request after all (Article 35(2) of the Dutch GDPR Implementation Act, UAVG). That period runs separately from a complaint to Kifid. If it has passed, according to the Supreme Court you can make a new request or, in urgent cases, start summary proceedings (ECLI:NL:HR:2023:1216).
Keep one overview of all complaints, requests and proceedings. For each deadline, note the event that starts it, the proof of that event, the end date and who takes action. If you are unsure what a letter means, have the deadline assessed straight away rather than waiting for a reminder.
Always consult the applicable rules before deciding to wait. The rules may change.
Costs
For consumers, submitting a complaint and having it considered by the Disputes Committee is free.
| Complainant | Contribution | Note |
|---|---|---|
| Consumer | None | No fee for submission and consideration by the Disputes Committee |
| Small business owner | €250 including VAT | Pay within four weeks of the request; otherwise the complaint is not handled |
| Small business owner, disciplinary complaint about debt collection | €50 including VAT | The same payment requirement applies |
The small business contribution is not refunded if Kifid decides not to handle the complaint, or if you withdraw it. If the complaint succeeds, the Disputes Committee may order the provider to reimburse the contribution.
Your own costs. You can represent yourself; appointing a representative is not compulsory. If you do obtain legal assistance, you initially pay those costs yourself, unless legal expenses insurance provides cover. If your complaint succeeds in whole or in part, the Disputes Committee may order the provider to reimburse your costs: legal assistance according to Kifid’s fixed scale up to a maximum of €5,000, and a reasonable amount for witnesses, experts and travel costs for the hearing. That only happens if you ask for it and show that you incurred the costs, so keep invoices. For an appeal to the Appeals Committee, a consumer pays a contribution of €500.
Duration. Kifid aims to handle each complaint within twelve months. This is a target, not a promise. Duration depends on complexity and how mediation proceeds.
Preparing your complaint file
The following fictional example illustrates how to build a file that can be assessed efficiently.
The situation. A consumer reports water damage from a burst pipe in March. The insurer rejects the claim, alleging inadequate maintenance. The consumer disagrees.
- The complaint in one paragraph. “On 12 March I reported damage from a burst water pipe under policy [number]. In your letter of 2 April you rejected the claim under [policy clause]. I disagree because [reason].”
- The requested remedy. Be specific: “I ask you to pay €[amount] for the loss, plus statutory interest from [date].” A complaint without a clear request is difficult to assess.
- The loss calculation. Itemise repairs, replacement and additional expenses, with an amount and an attachment reference for each item.
- Numbered attachments. Include the policy schedule and terms applicable on the loss date, notification, rejection, adjuster’s report and any independent assessment, dated photographs, invoices and quotations, and complete correspondence including the internal complaint and final response.
Refer to a numbered attachment for each factual assertion. Write “see attachment 4, photograph of the meter cupboard”, rather than “see attachments”. This reduces questions and saves time.
A large file is not automatically a strong file. Organise your documents around the questions the Disputes Committee has to answer: which obligation applied, what did the provider do, what shows that it departed from that obligation, what disadvantage followed and what would have happened without the error? Separate established facts from your own conclusions, and give one date, one fact and one attachment per event.
Provide medical, financial and identifying data only insofar as they are needed for the complaint, and keep a complete set yourself. The provider will in principle also see the documents you submit. If medical data are needed, Kifid will ask you for a medical authorisation.
Binding or non-binding: make an informed choice
| Issue | Binding decision | Non-binding decision |
|---|---|---|
| Effect | You and the provider are bound; compliance can, if necessary, be enforced through court | The parties are not bound |
| Court review | Only limited review, where holding a party to the decision would be unacceptable by standards of reasonableness and fairness, for example because of a serious defect in the procedure or reasoning | The court can reconsider the merits in full |
| Consequence | The merits are generally not heard afresh | You retain the option of ordinary civil proceedings |
A binding decision offers finality but largely excludes a full reassessment. A non-binding decision keeps that route open, but does not itself provide an enforceable outcome. Obtain advice before submitting: changing the choice afterwards is not automatic.
After a decision of the Disputes Committee, an appeal to the Appeals Committee may be available in certain cases. As a rule this is only possible against a binding decision in a case with a financial interest of at least €25,000, or with permission of the Disputes Committee or its chair. The appeal must be lodged within 6 weeks of the decision. A consumer pays a contribution of €500. The exact conditions are in the rules of the Appeals Committee.
If Kifid is not an option
If the provider does not participate or the complaint is ineligible, assess the civil court route. In urgent cases, such as an approaching deadline, interim relief proceedings (kort geding; explanation in Dutch) may be appropriate.
Further reading by subject
- Legal expenses insurer refusing assistance? Read about refused legal expenses cover (Dutch). The distinction between a coverage dispute and the policy’s dispute resolution mechanism matters.
- Claim rejected? Read about insurance claim rejection and the burden of proof (Dutch).
- Registration in the External Referral Register? See removing an EVR registration (Dutch).
- Policy terminated? See when an insurer may terminate your policy (Dutch).
A BKR dispute or a rejected insurance claim?
A well-prepared complaint distinguishes the facts from the legal basis of the dispute. A BKR request may involve accuracy, proportionality and procedural deadlines. An insurance claim also depends on the policy and technical evidence.
Unsure about the route or the choice between a binding and non-binding decision? Contact us without obligation, and have the final response and policy terms available.
Kifid or another route?
A Kifid complaint is not always the quickest or strongest route. An assessment of your registration (Dutch) can clarify whether a reasoned request, complaint or interim court application fits your file. Costs by phase are explained here (Dutch).
Do not start several proceedings about the same dispute without advice. Kifid does not handle a complaint that is already before the court or another dispute resolution body. If you want to go to court urgently, support that urgency with documents.
A binding decision requires a deliberate choice
Before submitting, check Kifid’s jurisdiction and deadlines. Consumers, commercially insured parties and injured third parties do not automatically have the same access. Use the applicable rules.
A binding decision cannot simply be replaced with a completely new hearing on the merits. Internal appeals and challenges in court have conditions and deadlines. Have the consequences assessed in advance.
A complaint does not automatically suspend limitation periods or urgent steps in the underlying case. See also Kifid or court in banking disputes (Dutch) and limitation of insurance claims (Dutch).
Rejected claim or wrong advice: what does the evidence turn on?
With a rejected insurance claim
Start with the exact ground for rejection. A dispute about the extent of the loss requires different evidence than reliance on an exclusion, on insufficient evidence or on intentional deception. Ask which policy version the insurer applies and which facts, in its view, support the rejection. Then answer each ground: for the extent of the loss an invoice, repair estimate or expert report; for a dispute about how it happened photographs, messages, statements and technical data. If fraud is alleged, also map out the consequences for termination of the policy, recovery of payments and any registration.
With wrong mortgage advice or other financial advice
A disappointing result does not in itself prove an advice error. Describe what you asked the adviser, what information you provided and why the advice was not suitable at that time. Circumstances that only became known afterwards cannot simply be held against the adviser. So keep the customer profile, the offer, the advice report and the correspondence about risks discussed, such as temporary income or the wish to keep payments affordable in case of incapacity for work. Then compare with a realistic alternative: was another loan actually available, on what terms, and would you then have decided differently? More on this in liability of the mortgage adviser.
How do you substantiate compensation?
Prepare a loss schedule listing each amount, its calculation, supporting documents and its connection with the alleged error. Avoid an unexplained round total. Separate expenses already incurred from possible future losses.
Possible items vary by case: an insured amount wrongly left unpaid, demonstrable additional financing costs, necessary repairs or expenses wasted because of negligent advice. Recoverability of expert fees, legal costs and interest requires a separate legal assessment. Not every euro spent during the dispute is recoverable.
A fictional example: a consumer alleges that an adviser missed a deadline, causing €1,200 in extra advice costs and €80 higher monthly payments. The first item requires invoices and an explanation of why further advice was necessary. For the monthly payments, consider which term and alternative product are comparable. Adding up thirty years of payments without allowing for different terms is not a persuasive calculation.
Explain your steps to limit further loss. Did you request an extension, investigate an alternative or promptly report the error? Keep that correspondence. Reasonable mitigation can matter, without requiring you to accept every risk or new agreement.
What happens after submission?
Kifid first assesses eligibility. It may then explore a mediated solution. If no agreement is reached, the complaint may proceed through written exchanges and, where appropriate, a hearing. The route depends on the case and applicable rules.
Respond directly to the defence. You need not rewrite the whole complaint. Identify admitted facts, incorrect new assertions and missing evidence. If the provider mentions a document you do not have, request it and explain its relevance.
Prepare for a hearing with a short note: what must be decided, which three points matter most, and which amounts remain disputed? Also prepare possible settlement terms so that time pressure does not lead you to accept an unclear final agreement.
Settling: check more than the amount
An offer may look financially attractive while leaving other issues unresolved. Will a registration change? Which code and date will be recorded? Does a repayment demand remain? Who pays the costs? When must payment be made?
Pay attention to full and final settlement. An agreement may waive further claims. Define which complaints and parties it covers. If the extent of loss remains uncertain, the difference between an advance payment and a final settlement is significant.
Ask for a written proposal and time to assess its consequences. Where a registration changes, plan a subsequent check: an email promise is different from the change actually being processed in the register.
Frequently asked questions
When may I approach Kifid after my internal complaint?
After the internal procedure, or once the provider has not given a final position after eight weeks. The three complaint periods then apply as described above, with the most favourable period applying to you.
Can I still go to court after the decision?
A non-binding decision permits a full court assessment. If you chose a binding decision, you are bound and judicial review is limited under Article 7:904 of the Dutch Civil Code. Make this choice before submitting.
What does a Kifid procedure cost?
There is no complaint fee for consumers. A small business owner pays €250 including VAT, or €50 for a disciplinary debt collection complaint. You initially pay your own legal assistance yourself, unless legal expenses insurance covers it. If your complaint succeeds in whole or in part, Kifid may order the provider to reimburse your legal assistance costs, up to a maximum of €5,000. That only happens if you ask for it and show the costs.
Does a Kifid complaint interrupt limitation of my claim?
Do not assume so. For an insurance payment, Article 7:942 of the Dutch Civil Code sets a three-year limitation period starting the day after you became aware that payment was due. This runs separately from Kifid’s complaint periods. Send the insurer a written notice that unequivocally claims payment and reserves your rights, and retain proof of sending. Monitor both sets of deadlines.
Can Kifid handle a complaint about BKR?
Yes, in certain cases. Kifid expressly mentions credit registration with BKR as a type of complaint. You then direct the complaint against the credit provider that placed the registration, not against Stichting BKR. That provider must be affiliated with Kifid. Here too, you first complain to the provider itself.
Do I need a lawyer at Kifid?
No, that is not compulsory. You may submit your complaint yourself and represent yourself. With a large financial interest, complex policy terms, a fraud or registration dispute or evidence problems, legal assistance can nevertheless add a lot.
Can I go straight to Kifid after my claim is rejected?
Not always. A first rejection of a claim is not always the same as a final position on a complaint. First submit a written complaint to the provider and ask for a reasoned final position. If none follows within 8 weeks, or if you disagree with it, Kifid may be able to handle your complaint.
Do I automatically receive compensation if my complaint is upheld?
No. Whether the provider made an error is one question. What loss that error caused is a second. You have to explain which disadvantage the error caused, substantiate the amount with documents and show that you limited further loss as far as possible.
