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Netherlands Complaints Handling training

Five microlessons on handling customer complaints at financial services firms in the Netherlands: EU and Dutch rules, a four-step procedure, fair redress, record keeping and Kifid, with a certificate of completion.

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Complaints Handling (EU, Netherlands) course preview
5Short, TikTok-style microlessonsIn the browser or the iOS and Android apps

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  • OnlineSelf-paced format
  • 5Microlessons
  • IncludedCertificate of completion
About this course

What the Netherlands Complaints Handling course covers

This course covers complaints handling for financial services firms in the Netherlands, in five microlessons. It explains what counts as a complaint under EU guidelines and MiFID II, the expectations of the AFM and De Nederlandsche Bank, and a four-step procedure to identify, acknowledge, record and escalate complaints. Learners see how to assess complaints impartially, decide fair redress, keep and retain records under GDPR, MiFID II and the Wft, support vulnerable clients, and when clients can take a complaint to Kifid.

Learning outcomes

What your people will be able to do

  • Identify complaints using the EBA and MiFID II definitions
  • Apply the four-step procedure: identify, acknowledge, record and escalate
  • Assess complaints impartially and decide redress in line with MiFID II and AFM expectations
  • Record and retain complaints in line with GDPR, MiFID II and Dutch law
  • Communicate clearly and with empathy, including with vulnerable clients
  • Escalate systemic issues and use Kifid outcomes to drive improvements
Course contents

5 microlessons

Each microlesson is a short, TikTok-style video lesson.

1What Is Complaints Handling and Why It Matters
2How Firms Receive Complaints and the Procedure for Handling Them
3Assessing, Responding and Recording Complaints
4Etiquette and Best Practice in Handling Complaints
5The Role of Independent Dispute Resolution Bodies

  1. What Is Complaints Handling and Why It Matters: What counts as a complaint and the Dutch and EU rules.
  2. How Firms Receive Complaints and the Procedure for Handling Them: The four-step procedure, timelines and escalation.
  3. Assessing, Responding and Recording Complaints: Fair assessment, redress, records and retention.
  4. Etiquette and Best Practice in Handling Complaints: Listening, empathy, vulnerable clients and mis-selling.
  5. The Role of Independent Dispute Resolution Bodies: Kifid, escalation rights and time limits.
A 5Mins certificate of completion for Complaints Handling (EU, Netherlands), lying on a desk next to a laptop
Certificate

A certificate for every learner who completes it

Learners finish every microlesson. 5Mins then issues a certificate of completion for Complaints Handling (EU, Netherlands).

  • Certificates and e-signatures stored against each learner
  • Audit-ready records, ready whenever an auditor asks
  • Completion shows on the Compliance Dashboard in real time
Audience and regulation

Who it's for and the law it covers

Who it's for

  • Financial services staff in the Netherlands
  • Customer service and complaints teams
  • Team leaders who approve responses and redress
  • Compliance teams at firms supervised by the AFM or DNB

Laws covered

  • Wet op het financieel toezicht (Wft). The Dutch Financial Supervision Act, supervised by the AFM (conduct) and De Nederlandsche Bank (prudential).
  • MiFID II and the EBA and ESMA complaints-handling guidelines. EU requirements on complaints policies, handling, records and reporting.
  • Kifid. The Dutch Financial Services Complaints Institute. A client can refer a complaint to Kifid after the firm's final response; the course covers the three-month deadline for doing so.
  • GDPR (Regulation (EU) 2016/679). Governs how complaint records are kept and retained.
How it runs in 5Mins

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  • RepeatRecurrence

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  • CertifyCertificates

    Certificates and e-signatures are issued and stored for every completion.

  • ProveAudit-ready records

    See who is complete, at risk or overdue on the Compliance Dashboard, and prove it any time.

Customer stories

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ComplianceCompliance Training Insurance, 205 colleagues 100%

compliance completion and pass rate since go-live

  • ~1 day saved on each compliance course (HR estimate)
  • Automated reminders and reporting

Since go-live, our compliance completion and pass rates are 100%, and it's the quickest we've ever got there. Automated reminders and reporting save us about a day per course.

Laura ChappellLaura ChappellHR Director, Collingwood
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ComplianceCompliance Training Insurance and emergency accommodation 87%

less session time, from 2.5-3 hour sessions to modules of 25 minutes at most

  • 12 monthly sessions a year, up from 3-4
  • 95% content creation time saved

Our compliance sessions used to be two and a half to three hours in a room, and we could fit in three or four a year. Now we cover one topic a month, and I can see exactly what people are retaining.

Lucy WybornLucy WybornDirector of Learning and Development, ICAB
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ComplianceCompliance Training Legal services 80%

completion on mandatory training, up from 20%

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We were sitting at 20% completion on our mandatory training. We're now at 80%. People finish short lessons between calls, on mobile, and managers can see where their teams are, so chasing completion is no longer a one-person job.

Jamie WaltonJamie WaltonGroup Learning and Development Officer, Winn Solicitors
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training log showing who did what, when, and the pass rate

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When I engage with the FCA, I can show that every team has had training tailored to their role, that it's up to date, and that it runs throughout the year, with a full log of who's done what.

Abdul GofurAbdul GofurHead of Compliance & Anti-Financial Crime, nsave
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Your questions answered

Questions about Netherlands Complaints Handling training

How long is the Complaints Handling (Netherlands) course?

It's made up of 5 microlessons, each under 5 minutes, so most people finish it in one sitting.

Is there a certificate?

Yes. Learners get a certificate of completion once they finish every microlesson. The record is stored in 5Mins for audits.

What is Kifid?

Kifid is the Dutch Financial Services Complaints Institute. If a client is unhappy with a firm's final response, they can take the complaint to Kifid. The last microlesson explains the process and the time limits.

Who should take this course?

Staff at financial services firms in the Netherlands who may receive a complaint, plus the people who investigate, approve redress and report on complaints.

Is there a version for other countries?

Yes. There are versions of this course for the UK, Spain and a global version for other countries.

Can I try the course first?

Yes. Request a free sample lesson and book a short demo with our team. After your demo, we'll share sample lessons with you so you can see the format for yourself.

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