Check recovery agent complaints against call and visit records

When a borrower complains about a recovery agent, compare the complaint with the agent's assignment authority, call recordings and visit records. Collections Oversight and Compliance can decide borrower redress and whether the agency keeps receiving accounts.

What this SOP does

When a borrower complains about a recovery agent, the lender reviews the agent's assignment authority, call recordings and visit records against the complaint. Collections and Compliance decide corrective action, customer redress and whether the agency remains fit for assignment under RBI's recovery-agent conduct rules.

People in the process

CCollections OversightProcess Owner
CCustomer GrievancesParticipating Team
CComplianceParticipating Team

The process is a starting point. The standards are yours.

Configure for the bank or lender’s category, permissions and applicable RBI directions. Outsourcing, customer conduct, recovery and reporting controls use the institution’s approved interpretation and delegated authority.

Keep the work connected.

Legal Recoveries

Choose SARFAESI, DRT or IBC from one enforcement file

When a loan defaults, bring the loan history, executed documents, security, certified statement of account, valuations and disputes into one account file. Legal Recoveries can confirm enforceability and limitation, and the recovery committee can choose the route before any notice issues.

CCRR

Legal Disputes

Defend borrower lawsuits from one approved fact record

When a borrower sues or escalates, reconcile signed terms, account statements, complaint history, notices and staff accounts into one approved fact record. Legal Disputes can track every filing deadline and counsel can plead consistent positions across consumer, civil and DRT forums.

OCE

Recoveries

Release security only after the settlement is fully paid

Track each one-time settlement instalment against the sanctioned amount, schedule and conditions before closing the loan account. Recoveries can withdraw pending cases, release security, return original documents and issue the no-dues certificate only once every term is met.

FLC

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