Code of conduct

We collect debts for our clients. We do it in a way that protects their customers' dignity, their reputation and the law. If a rule below and an instruction from a client conflict, the rule wins.

1. Treat every debtor with respect

• We do not threaten, harass, shout at or insult anyone.
• We do not claim that legal action, arrest or seizure of property will follow unless it is actually planned and lawful.
• We do not make false or misleading statements about the amount owed, the client or our authority.

2. Say who we are

At the start of every contact we state our name, our company, the client on whose behalf we are calling, and the account concerned. We give the debtor a way to verify us with the client.

3. Keep the debt private

• We do not tell family members, employers, neighbours or colleagues about a debt.
• We do not contact debtors through public posts or group chats.
• If someone other than the debtor answers, we leave only a request to call back and no details.

4. Contact at reasonable times

We contact debtors only at reasonable hours and at a reasonable frequency, within the limits set by law and each client agreement. Our platform enforces these limits. Field visits are used only where justified and approved.

5. Check before we chase

• We verify account details before first contact.
• If a debtor disputes a debt, we pause collection and verify the account with the client before we continue.
• If a debtor says we have the wrong person, or asks us to stop contacting them, we record it and honour it immediately.

6. Offer a way forward in hardship

Where a debtor faces genuine hardship, we offer a documented payment plan that is realistic for their situation, and we record the agreement in writing.

7. Money goes only to the right place

• Payments are made only into the client's designated collections account or official payment channel.
• Staff never ask for, or accept, payment to a personal phone number or account.
• Every payment is acknowledged, and we confirm the balance after it.

8. Find people lawfully

We trace debtors using lawful sources only. We do not use deception, pretexting or unauthorised access to locate anyone.

9. Legal action is a last step

Beyond Recovery does not practise law. If an account is escalated, it goes to a partner advocate, only with the client's written approval, and the debtor is told clearly what is happening and why.

10. Protect personal data

We collect only the data needed for recovery. We process it under a written agreement with each client, limit access to staff who need it, keep an audit trail, and delete it according to agreed retention rules.

11. Complaints

Anyone can complain about our conduct. We record every complaint, investigate it, tell the complainant the outcome, and report all complaints to the client monthly.

12. Staff accountability

All staff sign this code, complete training on negotiation, debtor rights and data protection before they handle accounts, and have their calls recorded for quality and audit. Part of agent pay depends on complaint-free conduct. A breach leads to disciplinary action, which can include dismissal and reporting to the authorities.