Record number of consumer complaints: what are people’s main gripes?
The consumer ombudsman service received more than 15,000 complaints from dissatisfied consumers last year. "It’s an absolute record," says spokesman Pieter-Jan De Koning. "Most complaints concern the construction, furniture and household appliances sectors. Complaints are often about broken products, problems with the guarantee or undelivered packages."
A record number of people contacted the consumer ombudsman service in 2023. "Not even during the pandemic, when everyone faced problems regarding cancelled trips or building deadlines were there more complaints," says spokesman Pieter-Jan De Koning. The consumer ombudsman service can be contacted with regard to complaints about products or services for which there is no separate, dedicated ombudsman service.
What do the figures say?
A total of 15,618 people contacted the service last year. "In over 4,000 cases, we initiated mediation between the consumer and the company. In over 3,500 cases, we were able to refer the customer to the competent mediation. In all other cases, we were able to give people the right information, both in writing and on the phone."
How come there’s a record number of complaints?
There are several possible explanations for the remarkably high number of complaints. "On the one hand, people are finding their way to our services more easily and they are also more articulate and are more aware of their rights. On the other hand, after-sales services are not operating well. Help desks often work from abroad. Sometimes only online communication is available, often using chatbots."
New dedicated ombudsman service
From 2026 onwards, consumers with complaints regarding construction and renovation work will be able to turn to the new building ombudsman service.
What types of complaints are consumers making?
"The construction sector still generates most complaints. That is no surprise. This is why we are also working hard to create a separate ombudsman service for this sector. That should be ready by the end of 2026."
Second in the top three appears the furniture sector. "People complain about their new mattress and want their money back. If they don’t get any joy, they knock on our door asking us what we can do about it."
The fact that furniture is on number 2 does not surprise Mr De Koning either. "Everyone has furniture in their homes. It is a big sector, especially in our country. But that is precisely why it is necessary for this sector to have its own ombudsman service, just like the construction industry. The high number of complaints proves that."
"Large household appliances, such as hoovers and microwave ovens, form the third category we get the most complaints about."