What should I do if I receive a debt collection letter?

Which rules apply to debt collection agencies?

If you have not yet paid for something you have bought, the trader must first allow you to do so by sending you a reminder. The reminder must always state:

• that you have not yet paid
• the price and the corresponding product or service
• that you still have 14 days to pay
• that you have to pay collection costs if you still don't pay
• how much collection costs will be added

If you still don't pay after the extra 14 days, the trader may add an extra amount to the bill. This amount should then be specified as 'collection costs'. This is a fee for a late payment. The trader can ask you once more to pay the bill or hire a collection agency. The collection agency usually sends you a letter first. It may also call you about the outstanding bill.

Debt collectors should give you clear information

A debt collection agency may not put you under unnecessary pressure. For example, by threatening with actions that the agency itself does not intend to take or is not allowed to take. If you don't understand where the bill comes from, the the collection agency must properly explain this to you. You may expect the collection agency is able to clarify:

• why and for whom the debt collection agency contacts you
• which purchase it concerns
• what you should have paid for the purchase
• what other costs have been added to the bill

May a debt collection agency always contact me?

Debt collection services must register if they target individuals who live in the Netherlands. It applies only to companies executing debt collection activities on behalf of others. Such as sending collection letters and ensuring that outstanding bills are paid.

From 1 April 2025, collection agencies not listed in the Register of debt collection services are no longer allowed to engage in debt collection activities aimed at residents of the Netherlands. This also applies to foreign debt collection agencies. This also includes services that allow you to pay for your purchase later.

Do I have to pay the full amount to the collection agency?

Have you received a reminder or collection letter? First, check if the details are correct. Not all debt collection agencies adhere to the rules. Double-check the purchase price and verify if the additional collection costs are included correctly. Below, we explain how to check the bill and what else you can pay attention to.

Step 1

Check whether the collection agency is registered in the collection register

First, check if the collection agency is listed in the Register of debt collection services (in Dutch). If so, it can be considered a reliable collection agency.

From 1 October 2026, you do not have to pay anything to a collection agency if it's not registered. The bill may then be transferred to another, registered, collection agency. If that's the case, you still won't have to pay collection costs.

Have you been contacted by a collection agency that is not registered? Or is the agency not following the rules? Then you can already report this to the Justice and Security Inspectorate (form in Dutch).

Step 2

Check whether the amounts mentioned are correct

Check exactly what you are paying for and whether that matches the amount on your contract or the confirmation of your purchase. A collection agency may charge the minimum amount of €40 in collection costs. It can also be a higher amount. 

The exact amount of the collection costs depends on the amount of your purchase. Since October 2024, debt collection agencies are no longer allowed to add the same collection costs to the bill every month. You can find out what the maximum collection costs are at Hoeveel betaal ik voor incassokosten? ('How much do I pay for collection costs?')

Are all details correct? Then you have to pay the bill and the collection costs. 
Do you think something is wrong with the bill? Then go to step 3. 
If you disagree with the whole bill, then go to step 4.

Step 3

Let the collection agency know that the bill is incorrect

You still have to pay for a purchase, but something on the bill is off. Perhaps the amount is incorrect or the collection costs are far too high. Always report this to the collection agency first. You can do this with one of our template letters. You can use it for free and change it to your situation. 

Paying part of the bill
If you have a complaint about the purchase, you can also choose to pay part of it now and the rest later. For example, when your complaint has been resolved. In this case, also write a message to the trader and the collection agency. In it, you let them know why you are not paying the entire bill yet. This allows the collection agency to consider the situation, while you also give the trader a fair chance to respond and resolve the issue.

Step 4

Inform the collection agency that you disagree with the bill

Even if you don't recognise the bill or disagree with it, it's best to let the collection agency know that you will not pay. Explain why you disagree with the bill. In addition, contact the trader from whom you would have purchased the said product or service. The trader must tell you:

• what you bought
• when you have bought it
• why you do have to pay for the said purchase
• what amount you still have to pay

If the trader cannot answer these questions or does not respond at all, we recommend not paying.

Step 5

File a complaint with the collection agency or a disputes committee

Does the debt collection agency fail to provide clear billing information, charge excessive collection costs, or act aggressively? Then, first file a complaint directly with the collection agency. If you cannot resolve the issue that way, report it to an independent disputes committee.

Submit a complaint to Kifid
If your complaint is about a debt collection agency that is a member of the Nederlandse Vereniging van gecertificeerde incasso-ondernemingen (NVI - Dutch Association of Certified Debt Collection Companies)? Then submit your complaint to Kifid.

Invoke alternative dispute resolution
A registered debt collection agency must have a complaints procedure. It should state how you can file a complaint and when you can expect a response. This way, you can first discuss your problem with the collection agency.

Can't resolve it together? Then, you can share your case with an organisation that will review your complaint, such as a disputes committee. This committee will suggest a solution to you and the collection agency. This process is known as alternative dispute resolution. All debt collection agencies listed on the register must be members of an alternative dispute resolution organisation.

Report misleading or aggressive sales practices
Is your complaint not only directed at the collection agency, but also at how the trader sold you the product or service? 

Maybe the trader wasn't honest about the product or service. Or they didn't provide all the information you needed to make your purchase decision. If that's the case, it may concern a misleading commercial practice. Maybe you even felt forced to buy something because of an aggressive sales tactic. 

Do you feel that you have been misled? Or has the trader pressured you to buy something? If so, you can report this to ConsuWijzer (in Dutch). Consuwijzer is part of the Netherlands Authority for Consumers and Markets (ACM).

Where can I find more information about the debt collection register?

Do you have a debt, and would you like to know more about the debt collection register? Learn more through the Frequently asked questions on the website of the Inspectorate of Justice and Security.