WILLEMSTAD – The Social Insurance Bank (SVB) recorded a significant decline in customer complaints during 2025, registering 133 complaints compared to the previous year—a drop of more than 40 percent. The figures are included in the institution's 2025 annual report and reflect what SVB describes as the success of its proactive complaint-handling approach.
According to the report, most complaints were resolved quickly through direct communication between customers and the relevant departments, with clients expressing appreciation for the organization's prompt and personal approach.
Approximately 30 percent of all complaints concerned the Pension Department, while about 17 percent related to the Labour and Health Department.
SVB says an effective complaints policy is an important part of improving public service and maintaining trust in the institution. By addressing concerns at an early stage, many issues can be resolved without the need for lengthy procedures.
The organization views the decline in complaints as an indication that investments in customer service, communication, and digital services are beginning to produce tangible results.