As of April 1, 2024, Kifid will handle disciplinary complaints against NVI members
Woerden/The Hague, March 7, 2024.
As of April 1, 2024, consumers and small business owners with a complaint regarding the conduct of a debt collection agency that is a member of the Dutch Association of Certified Debt Collection Agencies (NVI) can turn to the financial complaints institute, Kifid. KIGID, the NVI's own internal complaints institute, will no longer accept new disciplinary complaints from that moment and will eventually be dissolved. The transition of the NVI's complaints procedure to Kifid coincides with the commencement of the new Debt Collection Quality Act (Wki).
Individuals with a complaint regarding the behavior of an NVI-affiliated debt collection agency must first present their grievance to the agency itself. If they are unable to reach a resolution together, they can bring their disciplinary complaint to Kifid starting April 1, 2024. Filing a complaint with Kifid is free for consumers. Small business owners pay a personal contribution of 50 euros for the handling of a disciplinary complaint.
Kifid and the NVI are pleased with the transition of the complaints procedure. Connie Maathuis, Chair/Director of the NVI, commented: "The professional manner of complaint handling by Kifid aligns perfectly with the high collection standards of NVI members." Eveline Ruinaard, Chair of the Disputes Committee and Director of Kifid, added: "I am pleased that Kifid can offer this form of complaint handling to debt collection service providers."
Complaints Regarding Conduct, Not Content
The current KIGID handles complaints about NVI members concerning conduct that violates established rules, such as the Debt Collection Quality Mark and the NVI Code of Conduct. Kifid will operate in the same manner. Neither KIGID nor Kifid handles substantive complaints—for example, regarding the quality or delivery of the purchased product. The resolution of such disputes remains reserved for the civil courts.
Kifid will assess complaints from a disciplinary perspective according to the rules established in the Kifid Disputes Committee Regulations as of April 1, 2024. If the Disputes Committee decides that an oral hearing is necessary, it will typically take place at Kifid’s offices in The Hague.
A Smooth Transition
The NVI and Kifid are working together to ensure a seamless transition and the transfer of knowledge and experience from KIGID. Consequently, there is an intention to appoint someone with expertise in KIGID’s complaint handling to Kifid’s Disputes Committee during the course of 2024.
KIGID to Finalize Complaints Submitted Before April 1, 2024
Consumers can still turn to KIGID with complaints regarding the conduct of an NVI member until April 1, 2024. Complaints that are still pending as of March 31, 2024, will be finalized under the responsibility of KIGID in accordance with the NVI Dispute Resolution Scheme and the NVI Complaints Committee Regulations.
About Kifid
Kifid is the financial services ombudsman that offers individuals with a complaint about a financial service or provider an expert and accessible solution as an alternative to legal action. Kifid creates a level playing field where consumers, small business owners, and financial service providers each have the opportunity to tell their story. Kifid employees and members of the Disputes Committee and the Appeals Committee are impartial. They take into account the knowledge gap of consumers and small business owners, who typically litigate without a lawyer.
About NVI
The Dutch Association of Certified Debt Collection Agencies (NVI) is the trade organization for debt collection agencies. Its members stand for a social approach to debt collection. They are all certified with the Debt Collection Quality Mark and are audited by the independent Quality Mark Institute in Zoetermeer. This ensures the quality of the collection process and guarantees socially responsible debt collection. Agencies wishing to carry the NVI Debt Collection Quality Mark must meet strict (quality) requirements and adhere to the NVI Code of Conduct.
