Frequently asked questions

 

faq

 

Here you can find answers to frequently asked questions about debt collection. If you can’t find an answer to your question, please get in touch!

  • General
    • How can I contact OK Perintä?

      Our Customer Service team serves consumer customers on 030 10 5620 and business customers on 030 603 5800.

      Our service advisors will help you Mon-Thu 8–18 and Fri 8–17. You can call us for the price of a normal call.

      We also serve you in the My OK service via Chat. In addition, you can send us an email message; you will find the correct address in the collection letter. 

    • I have received a collection letter from OK Perintä. What should I do?

      A payment reminder or payment demand is nothing to be alarmed or embarrassed about; solutions can certainly be found through discussion. Here at OK Perintä, we are just ordinary people and we want to help you settle your debt as quickly as possible.  The easiest way to handle the matter is to pay the debt in our My OK Online service. If you are unable to pay the debt immediately, you can also propose a new date of payment or divide the debt into smaller instalments in the My OK service. If you have any comments regarding the case, or the situation otherwise seems difficult, please don’t hesitate to contact us!

      We serve consumer customers on 030 10 5620 and business customers on 030 603 5800.

      Our service advisors will help you Mon-Thu 8–18 and Fri 8–17. Calling our Consumer Customer Service team only costs as much as a normal local or mobile phone call. 

    • How quickly will my payment appear in OK Perintä? How do I confirm that I have paid?

      We recommend that you pay via the My OK Online service, in which case your payment will be visible to us within a few minutes. If you make a payment on your own via online banking, we will be notified of the payment within 1–3 business days.  

      When a payment has been registered successfully, your outstanding balance is reduced accordingly in the My OK service. The repayments you make can be found in the debt information on the Payments tab.  

      If a payment you made via online banking does not appear in the My OK service within 3 working days, please contact our Customer Service team. In such a situation, please be prepared to supply us with precise payment information: payment account and reference number, date of payment, name of payer and archive number.  

      You can log in here to the My OK service, where you can pay your debt and check your balance.

    • I have already paid an invoice to the original creditor, but even so I received a collection letter. What should I do?

      If you have paid the debt to the original creditor before the arrival of our letter, please contact us to clarify the matter. In such a situation, please be prepared to supply us with precise payment information.

    • Can I handle collection matters on another person’s behalf?

      Yes, you can handle collection matters on behalf of a relative, for example, if you have written notification to do so, i.e. power of attorney, given by the person in question. 

      The power of attorney can be drawn up in a free-form manner. It must contain, however 

      • sufficient information to identify the principal and the authorised person or persons: at least the names and personal identification numbers
      • information on what matters are covered by the authorisation
      • information on whether the authorised person may be provided with confidential information about the principal in order to manage matters (permission may be given, for example, to provide information on benefits and other financial status information)
      • the signature of the principal, name clarification and date

      The power of attorney may be sent to OK Perintä by post or email. 

      OK Perintä Oy
      P.O. Box 442
      FI-65101 Vaasa  

      contactcenter@okperinta.fi

    • Where can I obtain a copy of an invoice?

      If you need a copy of the original invoice, e.g. for your accounting, please contact our Customer Service team. 

      A copy of an invoice of some debts can also be ordered directly via the My OK service. You can find the function in the debt information in the Functions drop-down menu.

    • There is an error in the collection letter I received. What should I do?

      If there is an error in a payment reminder or payment demand we sent to you, you can either make a claim, i.e. written complaint, about this or get in touch with our Customer Service team We recommend that you always make a complaint in writing, so that all significant factors are highlighted. 

      Please provide, with as much detail as possible, any information concerning the matter as well as your own view on the matter. Remember to mention the case number provided in the letter we sent to you. Please note that the complaint must reach us no later than the due date of the letter we sent to you. You may send a written complaint by either post or email: in some matters, you may also send a written complaint, i.e. claim, in the My OK service. You will find our email address in the collection letter. 

      OK Perintä Oy
      P.O. Box 442
      FI-65101 Vaasa

    • I disagree about the debt. What should I do?

      If you have received from us an incorrect payment reminder or payment demand or you disagree with the creditor about the debt’s eligibility for collection, then make a claim, i.e. complaint, on the matter without delay. We recommend that you always make a complaint in writing, so that all significant factors are clearly highlighted. 

      Please provide, with as much detail as possible, any information concerning the matter as well as your own view on the matter. Also remember to mention the case number provided in the letter we sent to you. Please note that the complaint must reach us no later than the due date of the letter we sent to you. 

      You may send a written complaint by either post or email: in some matters, you may also send a complaint in the My OK service. You will find our email address in the collection letter. 

      OK Perintä Oy
      P.O. Box 442
      FI-65101 Vaasa

    • I already made a complaint before the collection letter. What should I do?

      If you have made a complaint to the original invoicer before you received the letter from us, please contact our Customer Service team without delay in order to clarify the matter. It seems to be the case that information about your complaint has not reached us. 

      We recommend that you also send a written complaint to us; this will enable us to clarify the matter later easily and quickly. Also remember to mention the case number provided in the letter we sent to you.  Please note that the complaint must reach us no later than the due date of the letter we sent to you.  

      You may send a written complaint by either post or email: In some matters, you may also send a complaint in the My OK service. You will find our email address in the collection letter. 

      OK Perintä Oy
      P.O. Box 442
      FI-65101 Vaasa

    • What does a suspension request mean?

      A suspension of collection means that voluntary collection is discontinued in the case. If your debt is due for payment in full, you have the right to ask us to suspend collection. Suspension of collection does not mean that collection is discontinued, but that voluntary collection measures are suspended and the case is referred to the District Court.  

      A suspension request must always be made in writing and you may send it us by post or email. After the suspension of collection, no additional voluntary collection costs will be incurred. A possible summons application, on the other hand, might give rise to additional costs if the District Court orders them to be paid. 

      Your case will not necessarily be referred to the District Court immediately after a suspension request. If the creditor so wishes, we will not refer the case to the District Court at all. In that case, we may continue to contact you, reminding you about the debt.

    • I have sent you an email. How soon can I expect an answer?

      We will answer your message in 3–5 working days. If you wish to discuss the case, we are here to help, and calling us will not cost more than a normal phone call. If the matter is urgent, your invoice is falling due for payment or possibly already overdue, we kindly ask you to contact us on tel. 030 10 5620 (Mon-Thu 8–18 and Fri 9–17). In this way, you will receive an answer immediately. 

      Remember that you can manage your debt matters and make repayments at any time via the My OK service.

    • Where can I see how much debt I still have outstanding?

      The easiest way to check your debt balance is to do so in the My OK online service. You will find the information required to log in to the service in the letter we sent you. If, for some reason, you are unable to log in to the online service, you can enquire about your debt balance by contacting our Customer Service team by email or telephone

    • Where can I find out whether I also have any other debts?

      If you have debts that are being collected by debt collection agencies other than OK Perintä, you should personally contact each debt collection company to find out the overall status of your debts. 

      The contact information of collection companies can be found in the collection letters they sent you. If you do not have a letter, the contact information of the largest collection companies can be found on the website of the Association of Finnish Debt Collection Companies.

    • From where did OK Perintä obtain my information?

      We receive our customers’ information from our clients, i.e. companies or private individuals who have either submitted an overdue invoice to us for collection or have sold a receivable to us. 

      We also source customer information from the population register, credit information companies and the enforcement authority.

    • What is the difference between collection and enforcement and the District Court?

      Collection is carried out by a collection company, such as OK Perintä. The task of a collection company is to collect overdue debts on behalf of a business or private individual (creditor). Recovery measures include letters, text message reminders, phone calls and email messages to remind you of overdue invoices. 

      OK Perintä’s objective is to agree on the repayment of the debt with the customer and to jointly find the best solutions for the customer to manage their debt. If you have anything to ask about the handing of debt issues, please feel free to contact our Customer Service team.

      The District Court is part of the Judicial Administration. If a debt is not paid during the collection process, the collection company may refer it to the District Court for consideration. The District Court considers the case and makes a decision on who should pay the debt. These decisions in debt cases are called debt judgments. A debt judgment also results in a payment default entry in the credit information of the debtor.

      The National Enforcement Authority Finland may recover an unpaid debt directly from a salary or pension, or sell property to cover the debt. Enforcement requires that the debt is subject to a judgment given in the District Court establishing liability to pay. In some cases, an overdue debt can be transferred directly to enforcement for collection without a judgment given by the District Court (e.g. taxes, day care fees, and other statutory municipal payments).

    • Debt collection terminology

      Voluntary collection

      The first stage of collection involves so-called voluntary collection. The goal of voluntary collection is to reach an agreement with you on the payment of the debt as soon as possible, in which case costs and interest in the case will also be lower. If your payment is late and the debt is transferred to us for collection, we will send you a payment demand by letter. 

      After receiving the letter from us, you can flexibly negotiate with us the management of the debt in the way that suits you best. Please remember, however, to contact us before the due date of the payment demand. During voluntary collection, you will usually also be contacted by us (phone call, text message, email, letters). 

      Payment plan

      A payment plan means paying off a debt in pre-agreed partial payments, i.e. “by instalments”. You can make a payment plan easily via the My OK service.

      Payment plans made via the My OK service are generally free of charge, but in some situations you may be charged for making a payment plan. For some receivables, it is not possible to make a payment plan. For further information, contact our Customer Service team. 

      Accord/Composition agreement

      An accord, or composition agreement, means a partial moderation of the debt, which the collection company or the original creditor may grant with regard to the principal of the debt or other costs. Accords are most commonly granted in situations where the debt is paid in full in one instalment. 

      An accord must always be negotiated separately with our Customer Service team. An accord application should be submitted in writing, either by post or email. 

      OK Perintä Oy
      P.O. Box 442
      FI-65101 Vaasa 
       

      Collection by legal measures

      If the debt is not paid during voluntary collection, it might be referred to the District Court. We send a summons application to the District Court and request a decision on the debtor’s liability to pay. When the case is pending, i.e. the District Court has accepted the case for consideration, you will receive a summons notification. After receiving the notification, you still have 14 days to respond to the summons you received. You can pay the debt in full or submit to the District Court your response, if you disagree. 

      Otherwise, the District Court may issue a judgment in the case.  A District Court judgment will result in a payment default entry in your credit information, which may adversely affect efforts to obtain, for example, rental accommodation, a loan or even employment. A possible enforcement procedure may also result.

      If costs arise from collection by legal measures, they may be added to the original amount owed.

      Judgment

      In debt cases, the terms debt judgment, judgment or decision are used. A judgment is a formal decision issued by the District Court ordering a particular debt to be paid to the creditor. A judgment also involves legal costs. A judgment is required in order for a case to be sent to enforcement for collection. 

      Taxes and, for example, certain statutory insurance payments are exceptional cases, because they are directly subject to enforcement. For these, there is therefore no need for a District Court judgment; after payments are overdue and a payment reminder has been sent, they may be transferred directly to enforcement for collection.

      Enforcement

      If your debt is transferred to enforcement, you will receive notification of this. The enforcement authorities may seize part of your pay or other income directly. The enforcement authorities also have the right to seize your property to offset debts. Further information on enforcement can be found on the website of the National Enforcement Authority Finland

      If your debt has been transferred to enforcement, OK Perintä can no longer reach agreement with you on the payment of the debt. In these situations, you should reach agreement on this directly with the National Enforcement Authority Finland. Contact information of the National Enforcement Authority Finland

      Post-collection

      If a debt is not paid in voluntary collection, but the collection company or client does not refer the case to the District Court, the debt is transferred to the post-collection stage. In post-collection, we send you letters regularly to remind you of the existence of the debt. At any time during post-collection, you can contact us to agree on the payment of the debt. If a debt is returned to us from enforcement, we can agree on payment with you, even if a debt judgment has already been issued on the case. 

      Via the My OK service, you can check the information of an individual debt as well as the transaction history. In the service, you will see, for example, payments made, measures taken to interrupt the limitation period of the debt, and information about possible District Court decisions.

    • What does it mean when a case is pending in the District Court?

      If a debt is not paid, despite payment demands, we may send a summons application to the District Court and request a judgment on the debtor’s liability to pay. If a case is pending, this means that the District Court has accepted the case in question for consideration. 

      When a case becomes pending, you will receive a summons notification. After receiving the notification, you still have 14 days to pay the debt in full. Otherwise, the District Court will issue a judgment in the case. A District Court judgment will result in a payment default entry in your credit information, which will adversely affect efforts to obtain, for example, rental accommodation, a loan or even employment. A possible enforcement procedure may also result.

    • Will I have to be present in person if my case is considered in the District Court?

      As a rule, you – i.e. the defendant – do not need to be present at the District Court session. A large proportion of debt judgments are considered in writing in administrative proceedings, without an actual court hearing. 

      If the case is contested or otherwise unclear, your presence may be requested. In such cases, you will receive a separate request to attend the District Court.

    • What does a ‘ref entry’ mean and what’s the benefit of it?

      If you have received a payment default entry but have subsequently paid your entire debt, we may add to your credit information a reference, i.e. a ‘ref entry’, to indicate that your entire debt has been paid.

      A ref-entry is not added automatically to a payment default entry, even if you pay the debt in full. In order for a ref-entry to be accepted, clarification of the repayment of the debt must be presented when you apply for the ref-entry. This may be, for example, a written statement received from the creditor.  

      If you have paid your debt to us and you want a ref entry in connection with it, please contact our Customer Service team. We will report ref entries to the credit information register free of charge.

      Even through a ref-entry requires a little effort, it is worthwhile for you to obtain it. A ref-entry tells lenders that the debt that resulted in the payment default entry has been settled, and therefore obtaining a housing loan, for example, is also possible on a case-by-case basis, despite the payment default entry. In certain cases, a ref-entry may also accelerate the removal of the payment default entry from credit information.

    • What is the difference between a payment reminder and a payment demand?

      A payment reminder, as its name suggests, is only a reminder of the fact that the due date of the invoice you received has past and the payment period has expired. The invoice has therefore not gone to collection, nor does a payment default entry follow from a payment reminder. If you pay the invoice by the due date of the reminder, the invoice will not go to collection at all. In the case of consumers, one payment reminder will result at most in a EUR 5 reminder fee, which you also have to pay. In the case of business collection, the reminder fees vary. 

      By law, a reminder for which a fee must be paid can be sent at the earliest 14 days after the due date of the invoice. A second reminder for which a fee must be paid can be sent at the earliest 14 days after the sending of the first reminder, if the invoice has not been paid by then.  

      A payment demand, on the other hand, signifies that the invoice has been transferred to collection. After receiving from us a payment demand, you may flexibly negotiate with us the handling of the unpaid invoice, and together we will try to find the best possible solution. Please remember, however, to contact us before the due date of the payment demand.  

      A payment demand generally includes collection costs, which you also have to pay. The amount of collection costs depends on, among other things, the size of the invoice being collected. A mere payment demand does not result in a payment default entry.

    • Is paying in the My OK service secure?

      The My OK online service is encrypted and secure to use. All payments and electronic signatures are made using online banking codes. We use as our payment mediator the Finnish Paytrail online payment service, which is backed by the international Nets Group. 

      Payments can be easily made using online banking codes directly via the My OK service, and payments will be visible to us immediately. In the My OK service, you only need your online banking codes to pay; the other payment details are filled in automatically.

      If you make a payment through your own online bank, please always remember to use the payment information (account and reference number) found in your most recent reminder or collection letter.

    • Why can’t I move the due date in the My OK service?

      It is only possible to move the date of payment at certain stages of collection. If you are unable to propose a new date of payment for your debt in the My OK service, you can contact us to clarify whether moving the date of payment is possible for your debt.

    • How does OK Perintä process my personal data?

      You can read in more detail about how OK Perintä processes your data in our privacy statement: OK Perintä's privacy statement

    • What does settlement mean?

      If an unpaid debt has progressed to the District Court for judgment, you can avoid a payment default entry in two ways: either you pay the outstanding amount of the debt in a single payment, or you can make a settlement agreement with us.

      By making a settlement, it is possible for you to pay the outstanding amount of debt in several instalments. Making a settlement requires that you commit to a pre-agreed payment plan that is confirmed as binding by the District Court. You can make a settlement in the My OK service

      It is important that you strictly adhere to the agreed payment instalments and due dates. The payment instalments of the agreement cannot be changed or moved afterwards. Failure to adhere to the terms of the settlement will result in the cancellation of the payment plan. In that case, the outstanding debt will become due for payment in full and the debt may be transferred to enforcement without a separate debt judgment given by the District Court.

      Please note! Before you make a settlement, contact the District Court and check that a debt judgment (velkomustuomio) has not yet been given. If a debt judgment has already been given, unfortunately it is no longer possible to make a settlement in relation to your debt. 

      In problem situations, please contact our Customer Service team. Our Customer Service team serves consumer customers on 030 10 5620 and business customers on 030 603 5800.

      Our service advisors will help you Mon-Thu 8–18 and Fri 8–17. Calling our Consumer Customer Service team only costs as much as a normal local or mobile phone call. 

    • The collection letter I received contains a mistake. How can I file a complaint?

      If you have received a payment reminder or demand for payment from us by mistake or if you disagree with your creditor on the collectibility of the debt, you should submit a complaint asap. It is always a good idea to submit a complaint in writing so as to specify all noteworthy matters and to ensure the said matters will also be taken into account in any subsequent handling. Please list all relevant information, providing as much detail as possible, as well as your own views on the matter. Please remember to quote your customer number, which you can find in our letter.

      Please note that we must receive the complaint at the latest by the due date of the letter sent by us. You can submit a written complaint by mail, email or by using the contact form on our homepage.

      OK Perintä Oy
      PO BOX 442
      65101 Vaasa, Finland
      contactcenter(at)okperinta.fi

    • Will my case be heard during a district court session that will require me to be present in person?

      As a rule, the defendant does not need to be present at a district court hearing. The district court will verify the validity of the receivable, and a large part of the judgments on demand for payment are issued by the court registry. However, if the case is disputed or otherwise unclear, your presence may be requested. In such cases, you will be specifically summoned to the district court.

    • What does legal collection mean?
  • Credit information
    • When will a payment default entry be made in my credit information?

      Receiving a reminder or collection letter alone does not result in a payment default entry. Usually a payment default entry only arises if an invoice is not paid despite a collection firm’s payment demand and the case is settled in the District Court in so-called collection through legal measures. 

      If your case has become pending in the District Court, you will receive a summons notification about this. If, at this stage, you do not pay your debt or contest the case, the District Court will issue a judgment. The payment default entry itself comes from the judgment, and the case may thereby also proceed to enforcement. You can also avoid a payment default entry by making a settlement via the My OK service.

      A payment default entry may also result as a consequence of enforcement. Even in this case, the initiation of enforcement proceedings alone does not in itself result in a payment default entry in a customer’s credit information, but an entry will result from a declaration of insolvency. 

      In exceptional cases, a payment default entry may also be obtained without a District Court judgment or enforcement. This may happen if, for example, a consumer credit remains unpaid for over 60 days. In such cases, however, the credit agreement must mention the possible payment default entry and, in addition, you must be reminded of the matter in good time in advance so that you have an opportunity to pay the receivable and prevent a payment default entry arising.

      Additional information on payment default entries (in Finnish)

    • What is the impact of a payment default entry in my credit information?

      If there is a payment default entry in your credit information, this may adversely affect your attempts to obtain a credit card, receive a loan and pay for purchases by invoice or instalments. Many landlords also check an applicant’s credit information before renting out an apartment. A payment default entry will not in itself prevent you, for example, obtaining some service, but some operators will require an advance payment from individuals who have a payment default entry in their credit information.

      If you have any questions about your own situation, please contact our Customer Service team. We want to help all of our customers to find a solution that suits their situation and avoid a payment default entry.

      Our Customer Service team serves consumer customers on 030 10 5620 and business customers on 030 603 5800.

      Our service advisors will help you Mon-Thu 8–18 and Fri 8–17. Calling our Consumer Customer Service team only costs as much as a normal local or mobile phone call. 

    • A bill of exchange (tratta) has resulted in a protest entry. Can we remove the entry?

      A protest entry can be removed from a company’s information only if the entry in question is completely without foundation. After the payment of the debt, it is possible, however, to request in connection with the protest entry a ‘ref-entry’, which indicates that the debt in question has been settled in full.

    • Will a payment default entry be removed when I have paid the debt in full?

      A payment default entry is not removed immediately, even if you pay off the whole debt. A payment default entry that arises from a District Court judgment or enforcement appears in credit information for 2–4 years. 

      You may, however, request in connection with the payment default entry that a ‘ref-entry’ be added, informing anyone checking your credit information that the debt in question has been paid in full. 

      If you have paid your debt to us and you want a ref entry in connection with it, please contact our Customer Service team. We will forward the information to the credit information register.

      Our Customer Service team serves consumer customers on 030 10 5620 and business customers on 030 603 5800. Our service advisors will help you Mon-Thu 8–18 and Fri 8–17. Calling our Consumer Customer Service team only costs as much as a normal local or mobile phone call.

    • How long will a payment default entry stay in my credit information?

      A payment default entry that arises from a District Court judgment or enforcement appears in credit information for 2–4 years. If a debt is repaid in full, and no new entries arise, a payment default entry is removed after two years. 

      New payment default entries, on the other hand, mean that a previous entry will remain in the register for four years. 

      In some situations, the duration of a payment default entry may be shortened by the fact that the debt has been repaid in full. If you have paid your debt to us and you want a ref entry in connection with it, please contact our Customer Service team. We will forward the information to the credit information register.

    • What is a bill of exchange (tratta)?

      A bill of exchange (tratta) is a payment demand subject to threat of public disclosure, which is used in business collection. Use of a bill of exchange is permitted only in clear and uncontested receivables. When a collection company sends a bill of exchange, it also has the option of reporting the case to the controller of a credit information register and in such cases the bill of exchange results in a payment delay entry in the debtor customer’s credit information. A payment delay entry is an indication that the company has not paid its debt on time. 

      A bill of exchange can be protested at the earliest 10 days after it is sent. A protest results in a payment default entry in the company’s credit information. A bill of exchange can be protested either silently or publicly. A silent protest only results in an entry in a company’s credit information, but public protests can be published in a so-called protest list in the financial sector press.

    • My debt has been transferred to enforcement. What should I do?

      Collection companies do not carry out enforcement (ulosotto). When your debt has proceeded to enforcement, the case has been transferred to the enforcement authority for handling. The enforcement authority oversees both your and the creditor’s interests. The objective is for the debt to be settled at the earliest possible stage. 

      The enforcement authority first sends with regard to the debt a payment request, which provides an opportunity for the debt to be settled without seizure of income or property. It is also possible to negotiate a payment plan with the enforcement authority. 

      If the debt is not paid despite the payment request, then this may result in seizure of pay, pension or other income and property. The enforcement authority has the right to sell seized property. 

      If your debt has gone into enforcement, it is recommended that you contact directly the enforcement authority handling the case. Please check the contact information of the enforcement authority in your own area either from the notification of institution of enforcement proceedings that you have received or on the website of the National Enforcement Authority Finland.

    • Can an employer see my payment default entry?

      An employer, as a rule, does not have the right to check employees’ credit information. An exception is working tasks in which particular trustworthiness is required and which present opportunities to achieve unlawful financial benefit. 

      In some cases, a jobseeker’s credit information may also be checked by the employer if the nature of the job requires this. The employer must request the consent of the person in question for such a check.

    • Who can see my payment default entry?

      A payment default entry is seen only by individuals or companies that check your credit information. Credit information cannot be checked without legal justification or your consent to do so. When credit information is checked, an entry is always made in the credit register showing who has seen the information and for what purpose. The justifications for checking credit information are listed in the Credit Information Act. Accepted justifications are, for example, granting of credit, preparing a lease agreement, surety, employee or job applicant assessment, and debt collection planning.

    • Does my employer see if part of my pay goes directly to enforcement?

      Yes, because the employer receives a withholding notice, based on which part of the pay is withheld and paid to enforcement. It should be noted, however, that the employer has a non-disclosure obligation in the case. 

      Further information about the employer’s obligations in such situations can be found on the website of the National Enforcement Authority Finland

    • Will a ‘ref entry' be made automatically in my payment default entry when I have paid the whole debt?

      A ‘ref-entry’ does not appear automatically in your credit information in connection with a payment default; you have to request this separately.

      If you have received a payment default entry, but you have later paid off the debt in full, you can request that we notify the controller of the credit information register about the case and accordingly receive a ref-entry. 

      We are happy to help our customers improve their payment situation. Contact our Customer Service team and we will make a notification on your behalf free of charge.

      Our Customer Service team serves consumer customers on 030 10 5620 and business customers on 030 603 5800. Our service advisors will help you Mon-Thu 8–18 and Fri 8–17. Calling our Consumer Customer Service team only costs as much as a normal local or mobile phone call.

  • Collection costs
    • Do I have to pay collection costs?

      By law, collection costs must be paid if a case has already been transferred to debt collection. In practice, this means that if you have paid the original invoice before the date when the collection letter was sent, you do not have to pay collection costs. If you have paid the invoice on the same day that we sent the collection letter, it is considered that debt collection has begun and you must therefore pay collection costs. If you believe that you should not pay collection costs, please contact us without delay so that we can clarify the matter. In such a situation, please also be prepared to supply us with precise payment information so we can ascertain when the invoice has been paid.

    • How does interest accrue in collection and at what percentage rate?

      Interest on arrears begins to accrue from the due date if the invoice if the invoice has not been paid by then. If a due date is not separately specified, interest on arrears begins to accrue 30 days after the invoice has been sent or a demand has been made for its payment. 

      When an invoice comes to us for collection, interest on arrears accrues for as long as collection continues. The rate of interest on arrears is 7 percentage points higher than the reference interest rate set by the European Central Bank. In commercial agreements, i.e. in business invoices, the rate of interest on arrears, however, is at least 8 percentage points higher than the reference interest rate set by the European Central Bank. Please note that the interest rate may be higher than this as a result of the original agreement. You can find the interest rate applied in your case in the letter you received.

    • What costs arise in collection?

      In collection related to consumers, collection costs are based on the law. Collection costs cannot grow indefinitely; there is a certain cost cap prescribed for them in law. You will find a table of collection costs on our website

      In business collection, collection costs arise from the measures undertaken by the collection company and the working time spent on them. Collection costs may include, for example, the registration of the collection item, preparation and sending of payment demands, reporting to a credit information register, and material and salary costs. The Debt Collection Act (22.4.1999/513) obliges the debtor to compensate the creditor for reasonable costs arising from the collection of the debt, regardless of whether the debt is collected by the creditor itself or collection company representing the creditor.

    • What is interest on arrears?

      The purpose of interest on arrears is to encourage recipients of invoices to pay invoices on time and to provide compensation to the sender of the invoice if payment is delayed beyond the due date stated on the invoice. Accrual of interest on arrears begins from the due date of the original invoice. 

      Interest on arrears accrues until the overdue debt has been paid in full. In the case of consumers, the rate of interest on arrears is 7 percentage points higher than the reference interest rate set by the European Central Bank. In commercial agreements, however, the rate of interest on arrears is at least 8 percentage points higher than the reference interest rate set by the European Central Bank. Please note that the interest rate may also be based on a separate agreement and might, in that case, differ from those mentioned above. You can check the amount of interest and the interest rate percentage associated with your debt in the collection letter sent to you.

    • What are legal costs?
    • I already paid the invoice before I received the collection letter from you. Do I have to pay the collection costs?

      By law, collection costs must be paid if a case has already been transferred to debt collection. If you have paid the original invoice before the date when the collection letter was sent, you do not have to pay collection costs. If you have paid the invoice on the same day that we sent the collection letter, it is considered that debt collection has begun and you must therefore pay collection costs. If you believe that you should not pay collection costs, please contact us without delay so that we can clarify the matter. In such a situation, please be prepared to supply us with precise payment information.

    • Will a summons application result in additional costs for me?

      If an unpaid debt is referred to the District Court for consideration, this will result in additional expenses in the form of summons application and legal costs.

      As a rule, we submit undisputed debt cases to the District Court in electronic form, in which case the legal costs are EUR 115–175, depending on the size of the debt. Costs include a District Court processing fee of EUR 65.

  • Collection stages
    • Payment reminder

      If an invoice has not been paid by the due date, we must send a payment reminder before the invoice can proceed to collection. Usually, the creditor sends a reminder letter, reminding the debtor about the debt. The payment reminder may also require a reminder fee, which for private individuals is no more than EUR 5 per reminder. We will also send reminder letters in some cases on behalf of the original creditor, if this has been so agreed. If you receive a payment reminder from us, this does not yet mean that the case has advanced to collection.

    • Voluntary collection

      The first stage of collection involves so-called voluntary collection. In practice, this means that your unpaid invoice is transferred to us for collection and we send you the first payment demand. If you are not able to pay your debt all at once, you can always negotiate with us the payment of the debt. If necessary, we can agree to move the date of payment or divide the payment into a number of instalments. Please remember, however, to contact us before the due date of our letter. If you pay your debt during voluntary collection, you avoid a possible payment default entry. 

      You can manage your debt matters and make repayments at any time via the My OK service

    • Collection by legal measures
    • Enforcement

      If your debt ends up in enforcement, you will receive notification of this. The enforcement authorities may seize part of your pay or other income. The enforcement authorities also have the right to seize your property to offset debts. 

      However, it is never too late to settle debt matters. After you have paid your debt, you may request us to add a ‘ref-entry’ to your credit information. This tells parties that check your credit information that, despite the payment default entry, you have paid your debt in full. Contact our Customer Service team and we will make a notification on your behalf free of charge.

      Our Customer Service team serves consumer customers on 030 10 5620 and business customers on 030 603 5800.

      Our service advisors will help you Mon-Thu 8–18 and Fri 8–17. Calling our Consumer Customer Service team only costs as much as a normal local or mobile phone call. 

    • How do I know that an application for summons has been withdrawn?

      If you repay your debt in full, we will withdraw the application for summons as soon as the payment is in our account. You can verify on MyOK that your payment has been correctly entered. If there is a problem, you can contact our customer service so that we can verify together that your payment has been received and that the application for summons can be withdrawn.

  • Payment
    • How much does it cost to create a payment plan?

      The price of a payment plan is €20.00–50.00, depending on the amount of debt and the number of instalments. You can find a table of our payment plan service rates here. An exception to this are directly distrainable receivables, because for them, the price of the payment plan service is always €20.00, regardless of the amount of the debt. It is also worth considering that expenses and the interest on arrears, which are calculated until the entire debt has been paid off, increase the debt and have an impact on the number of instalments and their amounts. In practice, the sooner the whole sum is paid off, the lower the expenses and interest.

    • I want to repay my debt in instalments. Can I make a payment plan?

      We understand that it’s not always possible to pay the invoice we sent you in one go. As our customer, you have access to our OK Payment Plan service, which enables you to make an agreement with us to repay your debt in instalments. You can make a payment plan that suits you best in the MyOK online service. You can find your MyOK credentials in the letter we sent you.

      In some cases, it is not possible to create a payment plan directly via the online service. Our customer service is happy to give you more information.

    • My case is pending in the district court. Can I still propose reconciliation and receive a payment plan or more time to pay?

      If we have already filed an application for summons and the district court has commenced proceedings, the options available to you will be decided on a case-by-case basis. If you still have the possibility to repay the debt in full or even in part, please contact us as a matter of urgency. This way, we can decide together what our options are in this case.

    • I am unable to stick to my agreed payment plan. What should I do?

      If you have agreed to a payment plan with us, it is important that you make your payments accordingly. Otherwise, we will be forced to demand that the entire amount is paid in one lump sum. That’s why it’s important that you contact us immediately if it looks like you won’t be able to adhere to the agreed payment plan for some reason. This way, we can decide together on the best way to move forward.

    • Can I pay several instalments of my payment plan at a time?

      Yes, the payment plan allows you to pay several instalments at a time. If you repay your debt faster than planned according to the payment plan, the total amount will be slightly lower because you will save on interest and costs. If you pay several instalments at once, your payment will always be entered on the next instalment. In other words, if you pay two instalments now, you will have paid this month’s instalment and the next.

    • Is paying in MyOK safe?

      Making payments in MyOK is secure. We use the Finnish Paytrail online payment service for payment forwarding. The company belongs to the global Nets Group. Nets is an expert provider of payment solutions, data services and digital security solutions. If you make a payment via your online banking service, please remember to use a reference number.