Complaints Procedure


Detail Cast B.V. operates in strict accordance with the Privacy Code of Conduct for Private Detective Agencies (Privacygedragscode particuliere onderzoeksbureaus). The Detail Cast B.V. Complaints Procedure aligns with Section 8 (Handling of Complaints – Behandeling van klachten), Article 18 (Establishing the Complaints Procedure – Vaststellenklachtenregeling) of the Regulations for Private Security Organisations and Detective Agencies (Regeling particuliere beveiligingsorganisaties en recherchebureaus).

There are no costs associated with filing and handling a complaint. A complaint must be submitted in writing within 6 (six) weeks of the date on which the conduct in question occurred. Complaints should be sent to contact@detailcast.nl or to the following address:

Detail Cast B.V.
De Nieuwe Erven 3, Unit 10586
5431 NV Cuijk, The Netherlands

The complaint must include the following details:
- Name and (email) address of the complainant;
- Date the complaint is submitted;
- Case name to which the complaint pertains;
- Description of the conduct and/or service being contested;
- The basis for the complaint.

The management will review the complaint and, within 14 (fourteen) business days of its receipt, provide the complainant with a confirmation via an acknowledgement email or letter. Within 30 (thirty) working days of sending the acknowledgement, the management will take a position on the submitted complaint. The complainant will be informed of the decision in writing. Initially, mediation will be attempted. If mediation is unsuccessful, an independent complaints committee will be engaged. A copy of the filed complaint will be brought to the attention of the Minister of Justice and Security.