Filing a Debt Collection Complaint
Debt Collection & Finance
Submitting a Complaint to a Debt Collection Agency
If you believe a debt collection agency has made an error or acted unfairly, you have the right to file a complaint. Taking a few simple steps can help ensure your issue is reviewed properly and resolved as quickly as possible.
Gather Your Information
Before submitting your complaint, collect all documents that support your case. This may include:
Your credit agreement or service contract with the original creditor
Proof of any payments you’ve made
Notes, emails, or screenshots of conversations with the agency
Your account number or any reference numbers
Having these documents ready helps avoid delays and strengthens your complaint.
Check the Agency’s Complaints Procedure
Most debt collection agencies list their complaints process on their website. Review it so you know exactly how to submit your complaint and what information they require.
Submit Your Complaint
You can complain by phone or in writing.
If calling:
Clearly explain the issue and what you want done (e.g., removing incorrect fees, correcting your balance, withdrawing court action).
Ask for the representative’s full name, a call reference number, and a timeframe for follow-up.
Write down the date, time, and details of the call.
If writing:
Email the agency or send a letter through the Bermuda Post Office.
Keep copies of all emails and letters for your records.
If mailing, request proof of postage.
Written complaints are useful because they create a clear paper trail.
What to Expect
The debt collection agency should contact you if they need more information.
Under the Debt Collection Act 2018, they must investigate your complaint and provide a decision letter within 60 days explaining their findings and what action will be taken.
If You Don’t Receive a Response
If the agency does not respond, or you are not satisfied with their decision, you may escalate the matter. Consumer Affairs advises that you file a formal complaint with Consumer Affairs so the matter can be reviewed independently.