Complaints procedure

Version: October 2026.

What you can complain about

You can complain about the services of Wulf Security, for example about advice, the performance of an assignment or a payment. You can also complain about how a security officer has behaved towards you. Someone else may submit the complaint on your behalf if you authorise that person to do so.

Start with a phone call

Many complaints can be resolved with a phone call. Call 085 085 47 40 and explain what happened. If that does not resolve it, you can submit a formal complaint.

How to submit a formal complaint

Use the complaints form on this page, or send a letter or email to the complaints officer of Wulf Security, Produktiestraat 91, 3133 ES Vlaardingen, info@wulfsecurity.net. Include in your complaint:

1. your name and an email address or phone number at which we can reach you
2. the date
3. what happened, where and when
4. why you are complaining about it

If anything is missing, you have 2 weeks to add it. The complaint is only dealt with once it is complete.

Time limit and costs

Submit the complaint within 6 weeks of what happened. There is no charge for submitting or handling a complaint.

What happens next

1. Within 1 week you receive confirmation that the complaint has been received.
2. Within 2 weeks the director sends a copy of your complaint to Dienst Justis of the Ministry of Justice and Security. Security companies are required by law to do this.
3. Within 2 weeks the complaints officer explains how the complaint will be handled from there and by whom.
4. The complaint is investigated. You are invited to a meeting. If you do not want a meeting, the complaint is handled in writing. The employee the complaint is about is also given the chance to respond.
5. Within 6 weeks of receipt of the complaint, you receive the decision and the proposed resolution in writing.
6. If you are satisfied with the resolution, the complaint is closed. If not, you can ask for a different proposal.

What Wulf does with complaints

The complaints officer records every complaint and its resolution. Once a year, management discusses all complaints and decides which measures are needed to prevent a recurrence.

What this procedure is based on

Every licensed security company must have a complaints procedure. This is laid down in Article 18 of the Dutch Private Security Organisations and Detective Agencies Regulation (Regeling particuliere beveiligingsorganisaties en recherchebureaus). This procedure is based on the model procedure of Dienst Justis.