Complaints about the conduct of Marechaussee personnel

Find out how to complain about employees of the Royal Netherlands Marechaussee and how we deal with complaints.

Before you complain

Make sure the person you want to complain about is a Marechaussee officer. Marechaussee officers wear a light blue polo. If the officer was not wearing this uniform, you should contact the relevant organisation such as the airport customer services department directly with your concerns.

Check you are in the right place before making a complaint to avoid any delays. Many issues can be resolved by contacting the correct department about your concern.

Complain about other areas of the Marechaussee

Conduct of security officers during a check at a Dutch airport. Submit your complaint on the Complaints about security checks at airports page.

Other areas we do not deal with

The refusal of permission to enter the Netherlands – please refer to your paperwork as this sets out how to appeal or seek an administrative review;
Long queues at the security check. Submit your complaint to the airport;
Luggage check upon your arrival in the Netherlands. Submit your complaint to Customs;
Check-in process, baggage drop-off or ID check at the gate. Submit your complaint to the airline.

Problems with queues in the arrivals hall

Border security is our top priority. When flights are delayed or multiple flights arrive in a short space of time, it can take longer for passengers to go through our border security checks.

Why you may have been stopped

We are unable to comment on specific reasons for additional checks on travellers at the border. To request personal data held in the immigration and borders system, you will need to make a request.

We have a safeguarding duty and may need to ask you a few questions if you are travelling with a child under 18.

Issues using eGates

eGates may be temporarily closed for a number of reasons:

It is more efficient for passengers to be checked by officers during quieter times;
A gate may need an IT or system update
A large group of passengers are arriving who can’t use the gates and officers need to carry out manual checks

Remember children under 14 years are not eligible to use eGates.

Make a complaint

You can file your complaint by using the complaint form below. We only accept written complaints that are in Dutch or English.

* Mandatory fields

Your complaint

Date (dd-mm-yy)(required)

Time (hh:dd)(required)

Town/city(required)

In what kind of location the event occurred (on the street, with a brigade, at an airport, in a home, etc.)(required)

Phone number you used for the call (if your complaint refers to a telephone call)

Name and/or staff number of the employee concerned

Short description of the event(required)

Your details

Initials(required)

Surname(required)

Address(required)

Postal code(required)

City(required)

Country(required)

Telephone number(required)

E-mail address(required)

Information about the processing of your personal data

We use your data to respond to your message. Your personal data will be kept in the complaint registration system for 10 years. Show additional information about the processing of your personal data

Show additional information about the processing of your personal data

Why is this data required?

We use your data with your consent, as we cannot respond to your message otherwise.

How does your data get processed?

We use your data with your consent, as we cannot respond to your message otherwise. We only use your data for the purpose of responding to your message. We do not share your personal data with others.

How long do we keep your data?

Your personal data will remain in the complaint registration system for 10 years.

What are your rights?

You can find more information about your rights on page 'Privacy' (link opens in new tab).

Statement of agreement(required)

I have read and understood how my personal data will be processed.

Complaint by post

You can also send your complaint by post. To do so, send a letter to:

Staff of the Commander of the Royal Netherlands Marechaussee
Integrity Cluster
Complaints Coordinator
PO Box 90200
3509 BE Utrecht
The Netherlands

The Marechaussee will process your complaint if it contains the following information:

Your name;
Your postal address;
Your telephone number;
A clear description of the conduct of the Royal Marechaussee employee(s);
The location and time of the event;
If possible, the name of the employee(s) concerned;
If sending a letter of complaint, mark the top left of the envelope with the word 'complaint'.

What happens next

Below is a step by step guide summarising what to expect if you make a complaint.

First phase
1. 1.Receipt of your complaint by the Complaints Section of the Royal Netherlands Marechaussee.
2. 2.Your complaint will be evaluated against the General Administrative Law Act.
3. 3.Confirmation of receipt of your complaint.
4. 4.Your complaint will be handled by the complaints officer of the brigade to which the employee in question belongs.
5. 5.You will be given the opportunity to tell your side of the story to the complaints officer and the Royal Netherlands Marechaussee employee(s) in question (provided that these employees have been identified) will be given the opportunity to tell his/her side of the story to the complaints officer.
6. 6.The complaints officer will ascertain whether a mediation interview attended by you, the employee(s) in question and the complaints officer in attendance can be held.
7. 7.You will receive a written reply to your complaint from the complaints officer.
Second phase
1. 8.If you are not satisfied with the handling of the complaint following the completion of the first phase, the commander of the brigade concerned will draw up his view of your complaint.
  
  The Independent Complaints Commission will advise the Commander of the Royal Netherlands Marechaussee on whether your complaint is founded or unfounded. This advice may also contain ‘no judgement’, however. The Independent Complaints Commission will organise a hearing that you are expected to attend. The employee(s) of the Royal Netherlands Marechaussee in question will also be present, provided that they have been identified. If you wish to do so and after consulting the secretary of the Independent Complaints Commission, you may bring a lawyer, confidential adviser, representative of an organisation, etc.
2. 9.If you are not satisfied with the opinion of the brigade commander, you may submit a request to have your complaint brought before the Independent Complaints Commission of the Royal Netherlands Marechaussee.
3. 10.The Commander of the Royal Netherlands Marechaussee will decide on your complaint.
4. 11.If you disagree with the decision of the Commander of the Royal Netherlands Marechaussee, you may contact the National Ombudsman. Information about this procedure is available at www.nationaleombudsman.nl.