Complaining About a Debt Collection Agency in Denmark
Think a Danish debt collection agency is breaking the rules? Here is where to complain: to the agency, to the police's administrative centre, about good practice, and to the Disciplinary Board of the Bar.
info General information, not legal advice. Rules and rates can change, so always check the current rules and get advice on your specific case. Disclaimer
Short answer
First complain in writing to the debt collection agency, explaining exactly what you disagree with. If you think the agency is not following the debt collection rules, forbrug.dk says you can complain to the police's administrative centre (Politiets Administrative Center). The Consumer Ombudsman enforces good debt collection practice, and if a lawyer is collecting the debt, you can complain to the Disciplinary Board of the Bar (Advokatnævnet). If you dispute the claim itself, it must ultimately be decided by the courts.
What can you complain about?
There are two kinds of disagreement. One is about the claim itself: whether you owe the money and whether the amount is right. The other is about how the agency behaves: whether the rules on debt collection notices, fees and good debt collection practice have been followed. The two kinds of complaint take different routes.
Typical complaints about an agency are that you did not receive a correct debt collection notice with a deadline of at least 10 days, that fees above the caps were charged, or that the agency kept sending reminders even though you had objected.
Step 1: Complain to the agency in writing
Forbrug.dk advises always complaining in writing if you receive letters from debt collection agencies and do not think you owe the money. Say which claim it is about, what you disagree with and why. Attach documentation, such as a payment receipt or correspondence with the original creditor, and keep a copy of everything.
Keep it short and specific
One page is enough. Give the case number, the amount you dispute and what you want: for example that the fee is removed, or that the agency sends you a breakdown of the claim. Ask for a reply by a specific date.
Step 2: The police's administrative centre
Collecting debts for others requires authorisation from Rigspolitiet under section 3 of the Debt Collection Act. According to forbrug.dk, you can complain to the police's administrative centre if you think the agency is not following the debt collection rules, for example if it keeps sending you reminders even though you have told it you have objected. Lawyers are exempt from the authorisation requirement.
The Consumer Ombudsman and good debt collection practice
The Consumer Ombudsman (Forbrugerombudsmanden) enforces the rules on good debt collection practice and letters of demand and can intervene in breaches. It breaches good debt collection practice, for example, to make threats, give misleading information, apply needless pressure, involve your employer or family, or charge fees without a legal basis. Read more about good debt collection practice.
Keep a record of everything
Keep letters, emails, envelopes and dated notes of phone calls. If an authority or a court looks at the case, your records show when you objected and what the agency did afterwards.
When a lawyer is collecting the debt
Lawyers may collect debts without authorisation from Rigspolitiet because they are subject to the rules for the legal profession. If you are unhappy with a lawyer's work or fees, you can complain to the Disciplinary Board of the Bar (Advokatnævnet).
When you dispute the claim itself
Neither the police nor the Consumer Ombudsman decides whether you owe the money. If the disagreement is about a consumer purchase, for example faulty goods, the complaint can in many cases be handled by the public consumer complaints system, which according to forbrug.dk only deals with complaints about consumer purchases. Otherwise a disputed claim must be decided by the courts. If you receive a payment order, you have 14 days from service to object. Read about how to respond to a debt collection letter.
Frequently asked questions
Should I pay while I complain?
Pay the part you agree with, so interest and costs do not grow on it. Dispute the rest in writing. Never ignore letters from the court or the bailiff's court.
May the agency send more reminders with fees after I have objected?
According to forbrug.dk, it is not reasonable to send a reminder with a fee if you have raised reasonable objections to the claim, and under the rules on good debt collection practice the agency must deal with the objection.
How do I check whether the agency is authorised?
Ask the agency for documentation, or check with the police. Read also about what marks out a reputable agency.
Getting started
Use our debt collection letter checklist to work out what to complain about. Through InkassoHurtig you can get no-obligation quotes from police-authorised debt collection agencies and lawyers. This content is general information and not legal advice.