In 2004, Danske Bank introduced a new IT system to process debt collection cases. This resulted in some data errors that unfortunately caused us in some cases to collect debt that was time-barred (out of date) or to collect a larger amount than the customers owed us. We sincerely apologise for this.
You will be informed of whether you have paid too much
We have now reviewed the majority of all customer cases in our debt collection systems for the root causes of the data errors. If you, as a customer, may be affected by the case, you will receive a letter from us informing you of the status of your case.
If our investigation has found that we have collected too much debt from you as a result of the data errors, we will repay you the amount that was overcollected as well as time compensation for the period during which the money should have been at your disposal.
However, there is also a small group of customers where it has proved more difficult than expected to process the cases. If your case is one of these cases, we will inform you of this in the letter.
Your case may also be affected by additional issues
During our investigations of the original data errors, we have unfortunately become aware of a number of potential additional issues that we are still looking into. You may therefore receive more letters from us informing you that your case may be affected.
If your case has been affected by the data errors originally identified or any of the additional issues, any outstanding debt may be reduced. Unfortunately, we will only be able to inform you of your final outstanding debt amount once we have completed our investigations and have corrected the data errors and made corrections to our debt collection systems.
We expect that this work may extend into 2022. We are sorry that it is taking longer than we expected, but it is obviously important that we carry out a thorough investigation of the issues so that we are able to clarify what implications these may have for your case and can determine whether you should receive compensation. As soon as this has been clarified and we know the exact amount of your final outstanding debt, we will contact you.
The repayment of your debt has been suspended
No interest will accrue on your debt until we have completed the investigation of your case. Your payment of instalments will also continue to be suspended if you had repaid 60% or more of your outstanding debt by the time when your case was subjected to debt collection. This is to ensure that you do not end up paying too much. However, it is entirely up to you whether or not you would like to continue to pay off the debt while we investigate your case. If you choose to continue to pay your debt instalments, you should know that you may end up paying too much. If this is the case, we will of course compensate you for the amount that you have overpaid. The repayment of debt will be resumed when your case has been reviewed and any errors have been corrected.
You can report an additional loss
If you believe that you have suffered an additional loss as a result of errors in your debt collection case, you may contact Danske Bank and submit a compensation claim for this additional loss. Read more here