A loan, credit card or buy-now-pay-later company treats me unfairly — who do I contact?
Every lender must have a complaints procedure and answer within a fixed deadline, so start there in writing. When they refuse, ignore you or the deadline passes, Помирителна комисия за платежни спорове (КЗП) / БНБ (0700 111 22) — the financial ombudsman for Bulgaria — decides for free and the lender must follow. Комисия за финансов надзор / БНБ — предупреждения (0800 40 444) licenses lenders and takes complaints about unlicensed or predatory lending, hidden costs and unfair terms. Комисия за защита на потребителите (КЗП) (0700 111 22) helps with your rights as a consumer, such as the 14-day withdrawal from any credit agreement.
🗣️ What to say
"I make a formal complaint about agreement [number]. [The interest / fee / charge] was not disclosed clearly / is not in the contract / the payment plan was changed without my consent. I ask you to [refund / correct] within the legal deadline and to confirm in writing."
🪜 Step by step
- Complain to the lenderIn writing, with the word "complaint". They must answer within the legal deadline (often 15 working days, up to two months).
- Check the paperworkPre-contract information, total cost of credit, APR — missing or misleading information can make fees unenforceable.
- Withdrawal rightAny consumer credit can be cancelled within 14 days without reason, repaying only the capital and interest for the days used.
- Escalate to Помирителна комисия за платежни спорове (КЗП) / БНБFree, in writing, binding on the lender up to a limit. Attach the complaint and the answer.
- Unlicensed lender: Комисия за финансов надзор / БНБ — предупрежденияCheck the register. An unlicensed lender cannot enforce interest and may not enforce the loan at all.
📇 All contacts
❓ Frequently asked
Buy-now-pay-later counts as credit?
Yes since the 2023 consumer credit rules: same complaint rights, same ombudsman, and the fees must be disclosed up front.
They added a "late fee" I never saw
A fee not in the contract cannot be charged. Dispute it and complain; the ombudsman removes these routinely.
Can they take money from my account?
Only with a valid direct-debit mandate you gave. You can revoke the mandate at the bank and reverse unauthorised debits.
📎 Sources
- Помирителна комисия за платежни спорове (КЗП) / БНБ →
- Комисия за финансов надзор / БНБ — предупреждения →
- Комисия за защита на потребителите (КЗП) →
- Активни потребители — консултации / Агенция за социално подпомагане →
🔎 Common searches
Recognise your own search? The answer above covers all of these.
- “loan company complaint Bulgaria”
- “financial ombudsman credit dispute”
- “credit card fee not disclosed refund”
- “buy now pay later complaint”
- “withdraw from credit agreement 14 days”
🧭 Is this still correct?
We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.
⚠️ Readers report that something here may have changed — we are checking it.
✅ Thank you — this keeps the page up to date for everyone.