Processing complaints at NS
If you have a complaint about our services, NS Customer Service would be happy to help you.
Submitting complaints
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, P.O. Box 90600, 2509 LP Den Haag
- Human Environment and Transport Inspectorate, P.O. Box 1511, 3500 BM Utrecht, 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 Ombudsman, an independent organisation that helps travellers with complaints about public transport. The OV Ombudsman cannot issue a binding verdict, however, so NS is not obliged to comply with the Ombudsman's decisions.