Submit a complaint
You can submit your complaint to our Customer Service. We are happy to help during the day (weekdays from 7:00 to 19:00 and at the weekend from 8:30 to 17:00). Outside these hours we are available for urgent questions that cannot wait until tomorrow. You can reach us via:
You can also contact us by phone.
Complaint not resolved to your satisfaction?
Have you completed the full complaints procedure with our Customer Service, but are you not satisfied with how we handled your complaint? You can submit your dispute with NS to:
- Geschillencommissie
- Inspectie Leefomgeving en Transport
- The disputes committee via the ODR platform of the European Commission
- Burgerlijke rechter
Another option is to file a complaint or request mediation through the Klachtenloket Openbaar Vervoer, an independent organisation that helps travellers with complaints about public transport. The Klachtenloket Openbaar Vervoer cannot make a binding decision. NS is therefore not bound by the Klachtenloket Openbaar Vervoer’s opinion in this mediation.