Recovery & Collection Policy

Recovery is a normal part of lending. We do it firmly, but with dignity, and within the bounds of law.

1. Principles

• Borrowers are treated with respect, courtesy and fairness at every stage.
• Recovery efforts respect the borrower's privacy.
• We rely on persuasion and constructive engagement, not intimidation.

2. Permitted Hours & Conduct

• Borrowers are contacted between 8:00 AM and 7:00 PM, except in exceptional circumstances or when requested otherwise.
• Calls and visits are not made to the borrower's place of work, unless the borrower has consented or cannot be contacted otherwise.
• Recovery personnel do not use threats, abusive language, obscene gestures, anonymous calls or persistent calling at odd hours.
• Personal information is shared only on a need-to-know basis.

3. Recovery Agents

• Recovery agents are engaged from agencies that have been due-diligenced by us.
• All recovery agents carry a valid identity card and an authorisation letter from Evam Finance.
• They are trained, including on the IBA / FIDC Model Code of Conduct.
• The list of recovery agencies engaged by us is available on request.

4. Repossession of Security

Where the loan is secured, repossession of security is undertaken only as per the contract, after issuance of due notice and in compliance with applicable law. Sale of the repossessed security is preceded by a fair valuation and notice to the borrower, who retains the right to redeem at any time before sale.

5. Complaints

Any borrower aggrieved by the conduct of a recovery agent may write to gro@evamfinance.com or use our complaint form.