Complaint handling

You can submit your complaint to our customer service by the following methods:

• Facebook: Monday - Sunday: 07:00 - 23:00
• Chat: Monday - Sunday: 07:00 - 23:00

You can also contact us by telephone. 

Not satisfied with how your complaint was processed?

Have you gone through the full  complaints procedure via our customer service, but are not satisfied with the way we have handled your complaint? If so, you can refer your dispute with NS to:

• The Public Transport Arbitration Committee, Postbus 90600, 2509 LP Den Haag
• The Human Environment and Transport Inspectorate, Postbus 16191, 2500 BD Den Haag, 088 - 489 00 00
• The Public Transport Arbitration Committee via the European Commission ODR platform
• Civil court

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.