Frequently asked questions

The most important frequently asked questions are collected together with the answers on this page. Is your question not among them? Then please contact us. We will be happy to help you!

Customer service

On this page, you will find additional information regarding our services. If you still have questions after reading the available information, please feel free to contact us. We will be happy to help you!

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Sign up

How can I apply for guardianship?

You can register yourself by filling in the help form. We will then call you as soon as possible for a no-obligation appointment.

Can I also schedule an appointment directly?

You can schedule an appointment to be called back directly with us. If you leave your details, one of our staff members from your region will contact you to schedule an appointment. If we can't reach you, we will send you an e-mail so that you can schedule an appointment with him or her.

When will I be called back for an appointment?

We always try to call you back within 24 working hours to discuss your situation. So make sure you can be easily reached in the next few hours.

When can an appointment take place?

Once you have applied, you will be called back within 24 working hours. The appointment we then make with you will be at your home on average within 7 working days.

Is there a cost for signing up?

Registration and our consultancy is always free of charge. So there are no surprises for you.

Can I also sign someone else up?

You may always sign others up for our services. It would be nice for that person that you inform them about this.

When can you take care of my business/finances?

We can only act on your behalf once the order has been received from the court or once you have signed the budget management agreement with us.

In what ways can you help me?

We can help you by offering advice and support. Initially, we offer free telephone counselling sessions and, to our clients, a daily consultation hour. As for support, for that we offer the services: Budget management, Administration, Financial coaching and Self-sufficiency promotion.

Do you also offer customisation?

For everyone who signs up with us, we offer customised services. You can think about the frequency and extent of contact, availability of the type of contact person and the execution of payments. We draw up a personal action plan for you, describing the goals and how we will achieve them together.

Income, expenditure and debts

My income did not reach my bank account?

As soon as you are under budget management or administration with us, we will ask your employer and/or benefits agency to change the account number. We may have already received the income. As soon as this happens the first time, we will contact you to let you know that we will start the management.

I have a different income, what should I do?

If you let us know where you receive your income from, for example a new employer, we will write to this organisation asking it to maintain the management account. If necessary, you can also inform your employer or benefit agency yourself.

I haven't received my weekly allowance yet?

If weekly allowance has been agreed, you will receive a weekly amount transferred to your living allowance account. It is up to the bank's processing department how soon this will be in your account. This is usually in the morning, but can sometimes be in the afternoon.

I will be cut off from gas and electricity?

You are free to find another supplier, but please let us know. If necessary, we can also advise you on a good and affordable supplier. If you contact us and provide us with your meter readings, we will sign you up with one of our cooperation partners.

I will be disconnected from the water?

You should then report to us as soon as possible. We will then see if it is possible from your budget to pay the bill or make a payment arrangement.

I get disconnected from internet and/or television?

You are free to look for another supplier, just let us know. If necessary, we can also advise you for a good and affordable supplier.

The landlord wants to evict me?

If you communicate this to us, we will consult with the landlord and see if it is possible to offer a payment arrangement so that you can stay in the property. If this is not possible, we can see if a moratorium request at court would be useful. If the court agrees, the eviction will then be (temporarily) halted.

How do you assist me with debt?

After the no-obligation consultation, if you wish, we will take over the financial housekeeping. We make sure your income to which you are entitled comes in and use it to pay your fixed expenses. We do this to ensure that no new debts arise. As soon as your financial household is stable and we have identified all your debts, we will register you with a collaborating debt counsellor.

What are you doing regarding my debts?

First, we will try to identify the debts with you. If you feel that the debts on the debt list are complete, we can guide you towards an application for debt assistance. We will then apply to a debt relief agency, such as the municipal credit bank. You will then continue to use our services supplemented by debt assistance from the debt relief provider.

Administration

Can I apply for guardianship?

Once you fill in our assistance form, we will contact you within 24 working hours. We will then work with you to complete all the forms required to apply for guardianship.

How long does guardianship last?

When will I be called back for an appointment?

We always try to call you back within 24 working hours to discuss your situation. So make sure you can be easily reached in the next few hours.

What does guardianship cost?

In many cases, guardianship is reimbursed in full by the municipality. Should you not be eligible for reimbursement, for example because you have too much income, you will have to pay these costs yourself. You can find the amount of these costs on our fee list.

Can I change administrators?

If you no longer trust your administrator or communication is not going well. Then you can request a different administrator. To avoid incurring all these costs, it is wise to first ask the office internally for another contact person. Should you still decide to change offices, we have a sample letter you can use to switch to us, for example.

What is meant by the entrance fee?

These are the one-off costs that have to be incurred to set everything in motion for you. you can think of starting up your file in our system, writing to all the authorities, setting up and providing a bank account and other costs incurred.

Can I keep my existing bank card?

The administrator will apply for a management account and a living allowance account. For the living allowance account, we will send you a bank card where you will receive your living allowance from now on. The administrator will try to cancel the existing accounts so that no overdrafts can occur.

Budget management

How can I apply for budget management?

Once you fill in our help form, we will contact you within 24 hours.

How long does budget management take?

Budget management is entered into with an agreement for 12 months. After this period, you can cancel the agreement at any time, with one month's notice.

What does budget management cost?

Budget management, unlike guardianship, is often not reimbursed by the municipality. You can find the amount of costs on our list of fees.

Can I change buget manager?

If the cooperation with your contact person is not to your liking, you can request another contact person from us.

Can I keep my existing bank card?

You can always keep your own bank card. However, it is necessary to stop direct debits at the start of budget management. Otherwise, bills will be paid twice.

What is meant by the entrance fee?

These are the one-off costs that have to be incurred to set everything in motion for you. You can think about starting up your file in our system, writing to all authorities, creating and providing a bank account and other costs incurred.

Do you charge a fee if I cancel?

We do not charge a termination or exit fee.

Pay or settle

I need to pay a debt, how can I do this?

You have the option of paying the debt directly via iDEAL. With iDEAL, you can pay online reliably, safely and easily. You pay in the familiar internet environment of your own bank. You can also pay the amount due in cash or by debit card at one of Zuyd Group's locations.

I would like to pay via my own bank?

Would you like to pay via your own bank? Then you can transfer payment to one of our accounts. Click here for our account numbers where you can pay.

Can I receive a payment link?

I have a debt and I cannot pay it immediately?

Are you unable to pay by the deadline? Then make a payment arrangement or apply for deferred payment.

What is my outstanding balance?

You can check your balance 24/7 via your online file. It is important that we know your phone number. You can log in with your file number and date of birth; you will then receive a text message to log in. If your number is not known to us, you can contact us via the chat.

I cannot log in to my online record?

We may not have the correct contact details for you in our system. You can contact us via chat to have your contact details checked. If changes have been made, it will take at least 24 hours before you can log in again.

What is the attachment-free foot?

Accordion Content

How do I calculate my fittings free foot myself?

Do you want to calculate your attachment-free foot yourself? You can do so using the calculation module on the government's citizen portal.

Seizure

My income has been seized. What now?

You will receive a letter from us with an overview of your attachment-free foot. This is usually within 8 days after an attachment has been levied. Your employer or benefits agency will receive a request to withhold part of your income. This is how you pay off your debt.

Who calculates the attachment free rate?

The garnishee calculates your attachment free foot. Often, a bailiff executes the attachment on behalf of the garnisher. This bailiff then calculates your attachment free foot and is your point of contact. If there are multiple garnishers, the first garnisher will calculate your freehold. The other garnishers will abide by your attachment-free foot. Sometimes a garnisher gets priority in paying off your debt. An example is the tax authorities. This will then calculate your attachment-free foot.

Will my entire salary be withheld?

If your income or benefits have been garnished, you have to deal with a garnishment-free foot. You have to be left with a minimum amount to live on.

When is the wage garnishment ready?

If the claim(s) subject to attachment have been paid in full. If there are multiple attachments, then these claim(s) should also be satisfied.

What is the outstanding balance?

You can check your balance via your online file. It is important that your phone number is known to us. You can log in with your file number and date of birth, you will then receive a text message to log in. If your number is not known to us, you can contact us via the chat.

Can I still make a settlement?

Settlement is not possible at this time. The claim will be discharged through the attachment of your income. You are free to make payments in addition to the attachment.

I can't make ends meet now?

Can't make ends meet on the determined attachment-free foot? You can check your attachment-free foot via www.uwbeslagvrijevoet.nl. If it does not match, you can e-mail the overview to bvv@zuydgroep.nl. We will endeavour to recalculate your garnishment free amount within 14 working days.

Collection

What is debt collection?

Direct debit is a way of collecting a payment from your customer. You can do this yourself through a direct debit, for example. But when your customer does not want to pay, the route of a collection agency or bailiff's office is also called debt collection.

What is a debt collection process?

This is the process that a collection agency or bailiff goes through to collect an unpaid invoice. This process can consist of two stages: the out-of-court process and the legal process. If the invoice is paid during the amicable process, the legal process is not necessary.

What is amicable debt collection?

During the amicable collection process, the non-paying customer is reminded to pay the claim. If this is unsuccessful, the next phase of the collection process is initiated: judicial collection.

What is judicial debt collection?

Judicial collection is the second phase in the collection process. If a payment is not made in the first phase, the amicable collection, the next step is to start legal proceedings.

What is a WIK letter?

A 14-day (WIK) letter is a legally required final reminder that we send to your customer. This letter is only mandatory if your customer is a private individual or a company with private liability.

What is a subpoena?

A summons is an official document containing a summons to your customer to appear in court. In the summons, your client can read back exactly why he has to appear in court (demand, amount of outstanding invoices and costs incurred).

What is a cost advance?

Before legal proceedings are initiated, we are legally obliged to have you pay a cost advance. With this advance, we pay external parties for, for example, information requests and court fees.

What are external costs?

External costs are costs we have to incur with external parties for, among other things, requesting information. For example, requesting your customer's residential address from the relevant municipality. We pass these costs on to your customer in the first instance. If not, we will charge these costs to you.

Official acts

How quickly does Zuyd Group issue my writ?

We generally issue your writ within five working days, unless it is urgent. In the latter case, we will issue your writ sooner than the usual five working days.

What are you doing regarding my debts?

Our online file portal allows you to view your file 24/7. Have you not yet received your login details from us? If so, please contact us.

On what days and times may the judicial officer carry out his work?

A judicial officer may carry out his activities from 7 a.m. to 8 p.m. in the morning, for six days a week, unless the Interim Injunction Judge of the District Court has granted leave to attach on all days and hours. Section 64(2) Rv provides that a bailiff may not serve a writ on a Sunday or on a generally recognised public holiday.

On which days in 2024 should no official acts be performed?

By Royal Decree, certain days each year are equated with a generally recognised public holiday, therefore these days are also free of writs.
The writ-free days in accordance with the General Term Law and Royal Decree in 2024 are:

New Year's Day: 1 January 2024
Good Friday: 29 March 2024
Easter Monday: 1 April 2024
King's Day: 27 April 2024
Liberation Day: 5 May 2024
Ascension Day: 9 May 2024
Equivalent day: 10 May 2024
Whit Monday: 20 May 2024
Christmas Day: 25 December 2024
Boxing Day: 26 December 2024
Equivalent day: 27 December 2024

On these days, we are not allowed to perform regular official acts. It is a good idea to consult with our office in advance if you do wish to have an official act performed around these days.

Would you still like to have an official act performed? You can apply to the judge in preliminary relief proceedings for special leave so that we can perform official acts for you on these days without a writ.

What are the rates for ex officio services in 2024?

Each official act has a rate that is laid down by law and redefined annually. The most recent overview of this Bailiffs' Fees Decree can be found on the KBvG website. Click here to go to the overview.

Within what time limit must my official act be performed?

The law has both procedural requirements and requirements for writs within which time limits they must be executed. Zuyd Group has made a handy overview of the most common deadlines. You can download this overview here.

Mediation

When do you choose mediation?

Mediation is an appropriate form of dispute mediation in many situations. Mediation is most commonly used in divorces, labour disputes and business disputes. But mediation can also be a solution in family or neighbourhood disputes. The main condition for successful mediation is that both parties participate voluntarily. If parties reach an agreement, the arrangements are laid down in a settlement agreement.

What does mediation cost?

The cost of a mediation process depends on the number of hours. Most mediation processes are completed in two to five one-and-a-half-hour sessions. If you would like an estimate of your situation and costs, please contact us without obligation. Sometimes the costs of mediation are covered by legal expenses insurance. People on low incomes are eligible for a grant from the Legal Aid Board.

How does a mediation process work?

A mediation process starts with the drafting of a mediation agreement. This sets out the ground rules of the mediation. If communication between the parties has been disrupted, the mediator will first work on restarting it. Next, the different points of view, emotions and interests are mapped out. On this basis, a solution is sought together. During the process, there is plenty of room for creative and sustainable solutions. Only when there is a solution acceptable to both parties is a 'mediation settlement agreement' signed.

What is the role of the mediator?

The mediator has various tasks such as establishing a conversation structure and monitoring the progress and procedure as set out in the mediation agreement. The mediator ensures that all parties have an equal say and that all relevant facts, positions, interests and backgrounds are identified. The mediation aims to create space for mutual understanding, based on which a solution can be sought. Once the solution is found, the mediator ensures that it is recorded in the 'mediation settlement agreement'.

Is mediation public?

No, mediation is confidential. Both parties and the mediator must abide by a duty of confidentiality. This creates a safe environment where possible solutions can be discussed openly.

My employer wants mediation, I don't, now what?

Mediation does not work under duress, but only if both parties cooperate voluntarily. If this is not the case, then mediation is not suitable for your case.

Is mediation suitable for family disputes?

Mediation is well suited to family disputes. These disputes are often lengthy and a wide variety of emotional and practical aspects come into play. During the mediation process, all the different interests, viewpoints and emotions are brought into line. The mediator monitors the discussion progress and ensures that all parties have their say. This leads to greater mutual understanding of each other's positions, a better understanding and, ultimately, to the resolution of the dispute.

Contact

Can I get an overview of my debts?

If you let us know what debts you have, we will be able to keep track of exactly how this process is progressing for you. You can also request a debt overview from us for this purpose.

What are you doing regarding my debts?

I am being evicted from my home, what can I do?