Processing complaints at NS
If you have a complaint about our services, NS Customer Service would be happy to help you.
Submitting complaints
You can submit your complaint to NS Customer Service via:
If you would like to submit a complaint via mail or post, please keep in mind that it may take longer to receive a reply. Our post address is:
NS Customer Service
Postbus 2372
3500 GJ Utrecht
Not satisfied with how your complaint was processed?
If you have gone through the full complaint procedure via NS Customer Service, but are not satisfied with how NS has processed your complaint, you can submit your dispute with NS to:
- Mediation Committee, Postbus 90600, 2509 LP Den Haag
- Human Environment and Transport Inspectorate, Postbus 1511, 3500 BM Urecht, 088 - 489 00 00
- The mediation committee via the European Commission ODR platform
- Civil court
You may also submit your complaint or request mediation via the OV-loket, the Ombudsman for Better Public Transport. Please note that the OV-loket cannot issue a binding verdict, so NS is not obliged to comply with the OV-loket's decisions.