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. 

Member StateNational register of credit servicersAuthority responsible for handling consumer complaints related to credit servicersWebpage explaining the procedure for the handling of complaints about a credit servicer (if available)
Austria Not yet designated by the Member State 
Belgium Not yet designated by the Member State 
Bulgaria Not yet designated by the Member State 
Croatiahttps://www.hnb.hr/o-nama/neprihodonosni-kreditiCroatian National Bankhttps://www.hnb.hr/o-nama/neprihodonosni-krediti
Cyprushttps://www.centralbank.cy/en/licensing-supervision/credit-acquiring-companiesCentral Bank of Cyprushttps://www.centralbank.cy/images/media/redirectfile/FCS/Form%20alleged%20infringement/Report-of-an-alleged-infringement-English-20240624.pdf
Czech Republichttps://jerrs.cnb.cz//apljerrsdad/JERRS.WEB07.INTRO_PAGE?p_lang=enThe Czech National Bankhttps://www.cnb.cz/en/public/contacts/complaints-concerning-financial-institutions/
Denmarkhttps://virksomhedsregister.finanstilsynet.dk/index-en.htmlMinistry of Industry, Business, and Financial Affairs 
Estoniahttps://www.fi.ee/en/banking-and-credit/credit-collection-agenciesFinantsinspektsioon/Estonian Financial Supervision and Resolution Authorityhttps://www.fi.ee/en/consumer/when-should-i-contact-finantsinspektsioon/making-complaint
Finland Not yet designated by the Member State 
Francehttps://acpr.banque-france.fr/autoriser/registre-des-agents-financiersAutorité de contrôle prudentiel et de résolution (ACPR)https://acpr.banque-france.fr/page-sommaire/vous-etes-un-particulier
Germanyhttps://portal.mvp.bafin.de/database/InstInfo/Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin)https://www.bafin.de/ref/19584734
Greecehttps://www.bankofgreece.gr/RelatedDocuments/14_Credit_Servicing_Firms.xlsxHellenic Data Protection Authorityhttps://www.dpa.gr/en/individuals/complaint-to-the-hellenic-dpa
Hungary Not yet designated by the Member State 
Iceland Not yet designated by the EEA country 
Irelandhttps://registers.centralbank.ie/DownloadsPage.aspxFinancial Services and Pensions Ombudsman (FSPO) 
ItalyNot yet establishedBanca d’Italia 
Latviahttps://registri.ptac.gov.lv/registri/parada-atgusanas-pakalpojumu-sniedzejiConsumer Rights Protection Centrehttps://www.ptac.gov.lv/lv/iesniegt-iesniegumu
Lichtenstein Not yet designated by the EEA country 
Lithuaniahttps://www.lb.lt/en/sfi-financial-market-participantsLietuvos bankashttps://www.lb.lt/en/complaints-against-a-financial-service-provider
Luxembourghttps://www.cssf.lu/en/register-of-credit-servicers/Commission de Surveillance du Secteur Financier (CSSF) 
Maltahttps://www.mfsa.mt/financial-services-register/Office of the Arbiter for Financial Services (OAFS)https://www.mfsa.mt/service-detail/how-to-complain/
Netherlandshttps://www.afm.nl/nl-nl/sector/registers/vergunningenregistersKlachteninstituut Financiële Dienstverlening - Kifidhttps://www.kifid.nl/procedure/
Norway Not yet designated by the EEA country 
Poland Not yet designated by the Member State 
Portugal Not yet designated by the Member State 
Romaniahttps://anpc.ro/registrul-administatorilor-de-credite-e/ANPC (National Authority for Consumer Protection) 
Slovakiahttps://subjekty.nbs.sk/?s=1170Národná banka Slovenska (The National Bank of Slovakia) 
Slovenia Banka Slovenije 
Spain Not yet designated by the Member State 
Swedenhttps://www.fi.se/en/our-registers/company-register/?query=credit+servicer#resultsFinansinspektionen 

[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.