You can make a complaint to the creditor about unclear or unjustified bills and receivables. You can also demand the creditor to compensate you for the financial loss that an incorrect demand has caused. Use the complaint form when making a complaint.
You may demand:
- ceasing unjustified billing or debt collection
- returning the sum of unjustified billing
- returning unjustified or unreasonable recovery costs. According to good debt collection practices, unnecessary debt collection measures include:
- lengthening letter collection unjustifiably by sending the consumer too many payment demands. For sending more than two payment demands, there must be some special collection-based reason, which must be explained in the payment demand
- continuing collection by letter without examining the consumer's justified arguments or dependable explanations about inability to pay. A collection agency has the responsibility, without being prompted, to check the soundness of the receivable for example when the creditor has stayed passive for a long while or the debtor is underage.
- a payment plan created by the creditor if it has been created without ensuring the likelihood that the debtor will be able to abide by the payment plan.
- compensation for financial losses caused by unjustified debt collection. You may demand, for example,
- compensation for the costs, including phone and postage costs, incurred when sorting out an unclear or unjustified demand
- compensation for financial losses which have a direct causal connection to incorrect collection.This kind of financial loss includes for example court costs if the collection agency has not sent a written payment demand before summoning the person to court.
Use the complaint form when making a complaint
Attach copies of the collection letter, in which the incorrect collection is in evidence. Always keep the original documents for yourself. Also keep a copy of the complaint you send. Complaint to the creditor or collection agency about incorrect debt collection You can fill in the Word form in your computer and print it. Complaint to the creditor or collection agency about incorrect debt collection You can only print the pdf form and then manually fill it in.
Complaint to a company for groundless invoicing (word)
Complaint to a company for groundless invoicing (pdf)
Complaint to the creditor or collection agency about incorrect debt collection (pdf)
Complaint to the creditor or collection agency about incorrect debt collection (word)
If you do not receive an answer or do not come to an agreement with the creditor, don't hesitate to take the matter further.Contesting the case at the court, at the Consumer Disputes Board or some other dispute solution bodies suspends the part of the collection that is being contested.
The Consumer Advisor can offer you personal advice, instructions and arbitration assistance.
The Consumer Advisor
Exerting pressure or issuing threats is not allowed in debt collection
Debt collection must be businesslike. It must not cause unnecessary inconvenience to the debtor or endanger the privacy of the debtor. No inappropriate threats are allowed in debt collection. Among other things, it is prohibited to:
- threaten to reveal the payment difficulties to the debtor's familiars or employer or to any outsider
- give incorrect information about the consequences about not paying, for example by advising in the collection letter that "if the payment has not been made by the date due, the debtor will have a payment default entry recorded in the credit history".
- use, in letter collection, envelopes which clearly indicate the contents being a collection letter.
- make collection visits or carry out phone collection from 8 pm to 7 am or during public holidays.
- combine sales promotion with the collection, exploiting the debtor's difficult position.
Knowingly breaching good collection practices or employing grossly careless operations in debt collection are collection offences which you can report to the police.