How do you file a complaint about a reintegration agency?
- 14/07/2026
- Posted by: Rosalie Derksen
- Category: Uncategorized
Filing a complaint about a reintegration agency starts with going through the agency’s internal complaints procedure, and then, if necessary, involving external parties such as a trade association or the courts. If the complaint also relates to your employer’s reintegration obligations, the UWV plays an indirect but important role. In this article, we answer the most frequently asked questions about the reintegration complaints procedure, from valid grounds for complaint to evidence and escalation.
Where can you go with a complaint about a reintegration agency?
If you have a complaint about a reintegration agency, your first point of contact is the agency itself. Every reputable reintegration agency is required to have an internal complaints procedure. If that does not resolve the issue, you can turn to a trade association, a disputes committee, or ultimately the courts.
Most reintegration agencies are affiliated with a trade association, such as Noloc or Boaborea (part of the Algemene Bond Uitzendondernemingen). These organizations maintain codes of conduct and sometimes offer a complaints desk or mediation procedure. Check whether the agency you are registered with holds such a quality mark or membership, as this partly determines which external routes are available to you.
If your complaint concerns your employer’s conduct during the reintegration process, the UWV is the appropriate authority. The UWV assesses whether the employer has made sufficient reintegration efforts — but more on that later.
What are valid grounds for a complaint about reintegration?
Valid grounds for a complaint about a reintegration agency include situations where the agency fails to honor its commitments, provides inadequate support, acts unprofessionally, or damages your interests as an employee. The complaint must be specific and demonstrable.
Common grounds for complaint include:
- The agency fails to make contact or consistently responds too late
- The support does not match your situation or needs
- Agreements set out in the trajectory plan are not honored
- Your coach is changed multiple times without consultation
- Pressure is applied that is not in your best interest
- Confidential information is shared without your consent
- The agency invoices for services that were not provided
A general sense of dissatisfaction is not in itself a valid ground for complaint. Make sure you can substantiate your complaint with concrete examples, dates, and preferably written evidence. The more specific your complaint, the greater the chance it will be taken seriously.
How does the complaints procedure work, step by step?
The reintegration complaints procedure typically unfolds in three phases: filing an internal complaint with the agency, escalating to an external body if that yields no result, and finally initiating legal or formal proceedings. Always go through the internal process first before taking external action.
- Step 1: File an internal complaint. Submit your complaint in writing to the complaints officer or management of the reintegration agency. Describe the situation factually, include dates, and refer to any agreements made.
- Step 2: Wait for a response within the set timeframe. Agencies are generally required to respond within four to six weeks. Make a note of when you submitted the complaint.
- Step 3: Escalate to the trade association. If the internal procedure produces no result, you can file a complaint with the trade association the agency is affiliated with.
- Step 4: Disputes committee or mediation. Some trade associations offer a disputes committee that can issue binding rulings.
- Step 5: Legal action. If all other avenues have been exhausted, you can bring your case before the subdistrict court, for example in cases involving financial damages or serious breach of contract.
Keep your employer involved in this process. The employer bears ultimate responsibility for the reintegration trajectory and has a vested interest in the agency performing well.
What role does the UWV play in reintegration complaints?
The UWV does not actively or periodically assess whether a reintegration agency is functioning properly. The UWV’s role is retrospective: at the time of the WIA application after 104 weeks of illness, the UWV assesses whether the employer has made sufficient reintegration efforts. If those efforts fall short, the UWV can impose a wage sanction on the employer.
This means that a UWV reintegration complaint is, in practice, a complaint about the employer — not directly about the agency. If a reintegration agency has performed poorly and the employer is therefore unable to demonstrate sufficient efforts, this can prove costly for the employer. As an employee, you can bring this to the UWV’s attention by submitting your own account of the reintegration process in writing — for example, through an expert opinion.
The expert opinion is an official assessment by the UWV regarding reintegration efforts. As an employee, you can request this yourself if you have doubts about whether your employer or the agency is doing enough. There is a small fee involved, but it provides you with a formal position that you can use in further proceedings.
What should you keep as evidence for a complaint?
To file a complaint about a reintegration agency, you need concrete evidence. Keep everything that documents the agreements, communications, and progress of the trajectory. Without evidence, it is difficult to substantiate a complaint.
Consider the following documents and communications:
- The trajectory plan or support plan drawn up at the start
- Emails, app messages, and letters exchanged with the coach or agency
- Records of meetings or evaluations
- Verbal agreements, confirmed in writing as soon as possible
- Invoices and proof of payment
- The employer’s action plan and the first-year evaluation
- Notes of dates on which agreements were not honored
Keep a personal log with dates, names, and details of what was discussed or promised. This will be invaluable if you later need to demonstrate that something went wrong on a structural basis.
What if the complaint is not resolved?
If a complaint about a reintegration agency is not resolved internally, several follow-up steps are available: escalating to a trade association, referring the matter to a disputes committee, requesting an expert opinion from the UWV, or taking the matter to court. The most appropriate course of action depends on the nature and seriousness of the complaint.
In cases involving financial damages or serious negligence, legal proceedings through the subdistrict court are a realistic option. An employment lawyer or legal expenses insurance can help you with this. If you do not have legal expenses insurance, you can also contact the Legal Aid Desk (Juridisch Loket) for free initial advice.
It can also be worthwhile to discuss the situation with your employer. After all, the employer has a second-track reintegration obligation and is responsible for the quality of the agency they have engaged. If the employer recognizes that the agency is falling short, they can adjust the trajectory or bring in a different agency.
How UFIND helps with a new reintegration trajectory
If you have dealt with a reintegration agency that failed to honor its commitments, we understand how frustrating that can be — especially during a period that is already demanding a great deal from you. At UFIND, we believe that a successful reintegration trajectory stands or falls on personal attention, clear agreements, and a coach who stays with you throughout the entire process.
What we offer:
- A tailored program developed in consultation with you and your employer
- One dedicated coach for the entire trajectory — no changes
- Transparent communication about progress and expectations
- Guidance based on the ACT methodology, focused on psychological flexibility and sustainable employability
- More than 15 years of experience in complex reintegration situations, including challenging labor market conditions
Would you like to know what a trajectory with us looks like, or do you have questions about your situation? Get in touch and we will be happy to think through your options with you, no strings attached.