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Complaint handling at NS

Do you have a complaint about our service? NS Customer Service will be happy to help.

Submitting complaints

You can submit your complaint to NS Customer Service. You can do so via:

  • 030 751 51 55: available day and night
  • X (formerly Twitter): Monday - Sunday: 07:00 - 23:00
  • Facebook: Monday - Sunday: 07:00 - 23:00
  • Chat: Monday - Sunday: 07:00 - 23:00

Not satisfied with how your complaint was processed?

Have you gone through the full  complaints procedure via NS Customer Service, but are not satisfied with the way NS has handled your complaint? If so, you can refer your dispute with NS to:

Another option is to file a complaint or request mediation through the Public Transport Complaints Desk, an independent organisation that helps passengers with public transport complaints. However, the Public Transport Complaints Desk is unable to issue a binding ruling. NS is therefore not bound by the opinion of the Public Transport Complaints Desk in this mediation.