Not satisfied with Hollandsnieuwe and want to file a complaint? Below you'll read how it works, what you can expect, and what next steps you have if you can't resolve it together.

How do you file a complaint with Hollandsnieuwe?

You can file a complaint through the same channels as other questions: the chatbot Anoukje, by phone via 1200 (free from your own Hollandsnieuwe SIM card) or 0900-0324 (not free), or via the contact form on hollandsnieuwe.nl. For a complaint, it's often more convenient to use chat or the contact form, so you have written confirmation of what was agreed.

What happens after you've filed a complaint?

Hollandsnieuwe doesn't publish a fixed response time for complaints on the official customer service page; we haven't been able to confirm this, and we recommend asking about it directly when filing your complaint, so you know when to expect a response.

Can't reach a resolution? Escalation

If you're not satisfied with the initial response, explicitly ask to have your complaint escalated to a specialist or supervisor. Clearly describe what went wrong and what solution you expect.

Independent dispute resolution

If you can't resolve the issue with Hollandsnieuwe directly, in many cases within the Dutch telecom sector you can turn to De Geschillencommissie (the Disputes Committee) for an independent judgment. We haven't been able to confirm whether Hollandsnieuwe is specifically affiliated with this committee; check with Hollandsnieuwe or De Geschillencommissie itself before filing a complaint there.

Common reasons for complaints

  • Unclear invoices or extra charges
  • Problems with cancelling or switching
  • Delays in delivery of a SIM card or device
  • Dissatisfaction with how earlier questions were handled

Tips for faster handling

  • Describe your complaint as concretely as possible: what went wrong, when, and what solution you expect.
  • Keep confirmations of earlier contact (screenshots of the chat, emails).
  • Preferably use a written channel (chat or contact form), so you build up a record.

Conclusion

You can file a complaint about Hollandsnieuwe via the chatbot, phone, or contact form. If you can't resolve it, ask for escalation and, if applicable, consider independent dispute resolution.

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