How we'll treat you, and what we ask back.
Most collection companies publish rules for the customer. This one goes both ways — because the people answering our phones are having a hard day too, and neither side gets to be cruel.
Some of this is required of us by the Saudi Central Bank. The rest is ours. We don't distinguish between the two in practice.
We contact you, and nobody else
Not your family, not your neighbours, not your employer. And we never visit your home or your workplace.
We call within working hours, and not often
No late nights, no weekends, and no wearing you down through repetition.
We say who we are, every time
The creditor, the department, a number you can call back on, the name of the person speaking, and that the call is recorded.
We never threaten you
No implied consequences we can't carry out, no pressure about your credit record beyond the plain facts, no urgency invented to stop you thinking.
We never ask for a password, an OTP or your card details
Not by phone, not by message. If anyone claiming to be us does, they are not us.
We put the agreement in writing
Every offer, plan and payment recorded in your account, so nothing depends on anyone's memory of a phone call.
Three things, and none of them is money you don't have.
Talk to us, even when the answer is no
"I can't pay anything this month" is a useful answer. Silence isn't — it's the one thing that limits what we can do for you.
Give us a number you can actually manage
A plan built on a number you can't really manage fails in month two, and you're worse off than when you started.
Speak to our team the way you'd want to be spoken to
They didn't lend you the money and they don't set the terms. They're on a phone in Riyadh trying to get you a better outcome.
What we won't accept
We're specific about this rather than vague, so nobody is surprised by it:
- Swearing or abusive language
- Threats of violence, against our staff or their families
- Racist, sexist or discriminatory remarks
- Sexual harassment of any kind
- Deliberately repeated contact intended to intimidate
What happens if it does
- 01
The call ends
Once. You'll be told why first, and you can ask for a supervisor to review it afterwards — that right stands even here.
- 02
We move to writing only
If it continues, we keep working your file but through written channels, so both sides have a record.
- 03
We return the file
As a last resort we return the file to your creditor. We would rather not: the discount and the instalment options are ours to offer, and they go back with the file. That is why this step is last.
We don't enjoy this part
Nobody builds a company hoping to write a page like this. But a member of our team being screamed at is a real thing that happens in this job, and pretending otherwise would make the rest of this page less honest.
If we're the ones who got it wrong
Then say so, and put it in writing — that's far more effective than arguing with whoever happens to answer. It's logged, investigated against the recordings, and answered.