National registers and national authorities responsible for handling complaints related to credit servicers
In each European Economic Area (EEA) Country, a national authority is responsible for the protection of the rights of consumers when they interact with credit servicers[i].
The EBA has compiled the table below to provide an overview of these authorities. The table includes links to (i) each authority’s procedures for handling complaints from borrowers and (ii) the national register containing the credit servicers that are active in each country. Where the EBA has not received the required information, the relevant field is left empty.
[i] ‘Credit servicer’ means a legal person that, in the course of its business, manages and enforces the rights and obligations related to a creditor’s rights under a non-performing credit agreement, or to the non-performing credit agreement itself, on behalf of a credit purchaser, and carries out at least one or more credit servicing activities.
‘Credit servicing activities’ means one or more of the following activities:
a) collecting or recovering from the borrower, in accordance with national law, any payments due related to a creditor’s rights under a credit agreement or to the credit agreement itself;
b) renegotiating with the borrower, in accordance with national law, any terms and conditions related to a creditor’s rights under a credit agreement, or of the credit agreement itself, in line with the instructions given by the credit purchaser, where the credit servicer is not a credit intermediary as defined in Article 3, point (f), of Directive 2008/48/EC or in Article 4, point (5), of Directive 2014/17/EU;
c) administering any complaints relating to a creditor’s rights under a credit agreement or to the credit agreement itself;
d) informing the borrower of any changes in interest rates or charges or of any payments due related to a creditor’s rights under a credit agreement or to the credit agreement itself.