Consumer rights

A professional debt collector must compensate the consumer for any financial damages suffered as a result of the creditor's or debt collection agency's incorrect action.

The claim for compensation may cover

• refund of unjustified or unreasonable debt collection fees
• compensation for direct costs of handling the matter (telephone and mail expenses)

The consumer may also claim compensation for other financial damages with a direct causal relationship to the incorrect debt collection practices. For instance, compensation may be claimed for legal expenses if the consumer was not sent a written demand for payment before debt collection through the courts was initiated.

Enclose copies of any collection letters with your complaint as evidence of incorrect debt collection. You should always keep the original documents. Also keep a copy of the complaint you send.

Complaint template

Complaint to a creditor or debt collection agency regarding incorrect debt collection (pdf)
Complaint to a creditor or debt collection agency regarding incorrect debt collection (word)

If you receive no response from the company or fail to reach an agreement with the company, don't hesitate to take the matter to the next level.

The consumer advisor will give you personal advice, instructions and help in settling the matter.
Contact the consumer advisor