How to File a Complaint against a Debt Collector or Arbitration?

More and more citizens face problems with debt collection agencies – phone harassment, threatening letters, or even references to “arbitration awards,” which are invalid when consumers are involved. The law provides clear mechanisms for protection and the possibility to file complaints with the competent institutions.

1. Consumer Protection Commission (CPC)

When? For unfair practices, misleading information, attempts to force you to pay a non-existent debt, or reference to a void arbitration award.
Legal basis: Consumer Protection Act.
Where?

Address: Varna Center Odessos, 112 Vladislav Varnenchik Blvd., 9000 Varna.
Online: kzp.bg – electronic complaint form or email [email protected].

2. Commission for Personal Data Protection (CPDP)

When? If a collector processes your personal data without legal grounds – e.g., without a valid contract or consent.
Legal basis: Regulation (EU) 2016/679 (GDPR) and the Personal Data Protection Act.
Where?

Address: 2 Prof. Tsvetan Lazarov Blvd., 1784 Sofia.
Online: cpdp.bg – “Complaints” section or email [email protected].

3. Bulgarian National Bank (BNB)

When? If the debt collection company is registered as a financial institution or operates with bank loans.
Legal basis: Credit Institutions Act.
Where?

Address: Central BNB Building, 1 Knyaz Alexander I Sq., 1000 Sofia.
Online: email [email protected] – for reports under the Whistleblowing Protection Act.

4. Ministry of Interior (MoI) and Prosecutor’s Office

When? In cases of harassment, threats, systematic disturbance, or coercion. These may amount to crimes under the Criminal Code.
How? File a report at the MoI district police office of your permanent address or directly to the relevant District Prosecutor’s Office.

Example addresses in Varna region:

1st Police Department – 30 Parizhka Komuna St., Varna.
2nd Police Department – 1 Bregalnitsa St., Varna.
3rd Police Department – 5 Jan Hunyadi Blvd., Varna.
4th Police Department – 63 Sredets St., Varna.
5th Police Department – Golden Sands Resort, Varna.
MoI Department – 64A Georgi Petleshev St., Aksakovo.
MoI Department – 2 Basilica St., Devnya.
MoI Department – 1 Yuri Venelin St., Provadia.

District Prosecutor’s Office – 57 Vladislav Varnenchik Blvd., Varna, or online: https://prb.bg/rpvarna/.

5. What to Know about Arbitration?

According to Art. 19, para. 1 of the Civil Procedure Code, an arbitration agreement is invalid when one party is a consumer. This means that a debt collector or company cannot sue you in an arbitration court if you are a consumer – such decisions are void and unenforceable.

Conclusion

Protection against collectors and illegal arbitration awards goes through the institutions:

CPC – for unfair practices;
CPDP – for unlawful processing of personal data;
BNB – for violations by financial institutions;
MoI/Prosecutor’s Office – for threats and extortion.

If necessary, seek assistance from a lawyer specializing in consumer and contract law to receive protection tailored to your case.