Since
This work has taken place in dialogue with relevant authorities. Progress has been made on an ongoing basis to correct past errors and to compensate the affected customers. However, as the remediation has progressed, new issues have emerged, which have increased the scope and complexity of the challenges considerably, resulting in a timeline for resolving the issues that could extend beyond 2024, which is unsatisfactory for our customers and
On the basis of extensive analyses,
Approximately 90,000 debt collection customers in
Using structured digital data as far back as is available, the statistical model developed by
Extensive sample checks in which manual reviews of individual cases have been compared to the model results have been used to validate the model. As this is a statistical model, we cannot rule out that in special cases there can be aspects that the model does not fully capture. This can affect the compensation. To mitigate the fact that using a model is less precise than manual reviews, the model has been designed to increase the level of customer compensation to the benefit of the customer. The sample checks confirm the model's principle of overcompensation to a level that is generally sufficient to also cover compensation for time and tax. Further sample checks are needed across more customer cases and this work will continue for the next few months.
We have been able to help the vast majority of our customers with overdue payments without their case moving into late debt collection. Those of our customers entering late collection, we are addressing with today's announcement. Customers with accounts transferred for debt collection after the bank initially suspended its debt collection as of
We will proactively contact the affected customers who are to have their debt set to zero and those in scope for compensation for potential overcollection.
Within the next two months, we expect to begin informing those customers whose debt is set to zero and debt collection accounts are to be closed. The vast majority is expected to be informed within six months.
Within the next three months, we expect to communicate directly to the customers whose debt we will resume collecting on, and expect to resume our debt collection during 2023.
We expect to begin communicating to customers regarding compensation for potential overcollection in the beginning of next year and expect that the compensation pay-out to the vast majority of customers is completed by the end of 2023.
'The historical errors we have discovered in our debt collection systems do not in any way reflect the bank we want to be, and we deeply apologise for these errors and the consequences for the affected customers. For the past years, we have worked hard to solve the errors in our systems and to provide clarity for our customers and the bank, but we have continuously seen the number of issues increase. We have therefore decided to implement an accelerated solution based on the debt being set to zero and to compensate the affected customers for potential overcollection using a statistical model that provides clarity for our customers much faster than a solution based on the manual approach resolving each customer case issue by issue. We believe that this more efficient solution is fair to our customers as well as our other stakeholders. It brings closure to our customers much sooner than would otherwise be possible, and for the bank, it means that we can now communicate a plan to have the matter resolved in 2023' says Carsten Egeriis, Chief Executive Officer.
A smaller number of other case types, e.g. corporate bankruptcies, will not be covered by the accelerated solution. These cases will be subject to a manual review to determine if any overcollection has occurred. We continue our dialogue with the authorities on the estate cases and are currently looking into a suitable solution.
The degree of complexity for the debt collection issue is highest in
Our operating expenses for 2022 are expected to increase by approximately
Despite this, we confirm our outlook for net profit of between
Head of Press Relations,
Email: stkai@danskebank.dk
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