Complaints

Quality and openness are important values at Naktuinbouw. However, there may be instances when you feel you have not been helped satisfactorily.

Complaints about Naktuinbouw

A complaint is an expression of dissatisfaction made to or about a public authority related to the operational manner of acting or failing to act. Naktuinbouw has established a complaints procedure for this purpose. You can find the complaints form at www.naktuinbouw.nl/klacht-over-naktuinbouw.

Objections

A company that does not agree with an administrative decision taken by Naktuinbouw is entitled to submit an objection.

Naktuinbouw received six objections relating to invoices sent for inspections or the measures imposed. Five of these objections were unfounded. One objection was inadmissible.

As a result, one registered company lodged an appeal with the administrative court.

Signals

In 2022, Naktuinbouw received a further 16 signals. These were not formal objections or complaints from registered companies. The majority of these signals concerned the standard fees for end products/turf.

Complaints about propagating material

Companies may also submit complaints for investigation by Naktuinbouw about propagating material supplied to them by other companies, or by them to another party. This also includes complaints about the quality of propagating material if there is a difference of option between the buyer and the supplier.

Complaints about propagating material must comply with certain conditions before we can process the complaint. The buyer and the supplier must contact each other to try and resolve the complaint first. If this attempt fails, the parties concerned can request Naktuinbouw to provide an independent assessment.

The number of complaints submitted to Naktuinbouw about propagating material is gradually decreasing.