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Ethical Code of Conduct in Debt Collection

  • Employee ensures the confidentiality of personal data provided by the client or third parties.

  • During every interaction with a client, the employee introduces themselves with their real name and the name of the company on whose behalf they are calling, ensuring the identity of the interlocutor at the beginning of the conversation.

  • The employee does not claim unauthorized powers and/or positions in order to confuse the client.

  • The employee provides assistance to the client and seeks adequate solutions to their difficulties in repaying the loan, taking into account their individual situation.

  • The employee conducts themselves professionally and objectively, showing respect to the client, using moderate language free from discrimination or blackmail.

  • Contact with third parties is made only after unsuccessful attempts to reach the client. When contacting a third party, the employee does not provide specific information about the client's situation.

  • Data entered into the system is done with respect for the client and their situation.

  • The personal data stored is appropriate and aligned with the company’s objectives, and under no circumstances does it contain subjective assessments.