A structured matter flow helps clients understand what happens after handover, how debtor contact is managed, when tracing is used and when escalation or closure should be considered.
The process below gives clients a practical view of the normal recovery journey. Timeframes may differ depending on mandate, documentation, payment history, debtor response and legal viability.
Matter received, documents checked and account details confirmed.
Contact attempts, account notices, payment requests and arrangement discussions.
New contact or address information is investigated where the debtor is unreachable.
Final demand steps, file assessment and escalation recommendation.
Action is considered where lawful, viable and instructed by the client.
Matters are resolved, returned, closed or escalated according to instruction.
Our approach is built around documentation, progress updates and clear next-step recommendations.
We require correct debtor details, account balances, supporting documents and client mandate before action is taken.
Communication attempts and debtor responses are recorded to support informed decision-making.
Where matters require legal escalation, adverse action or closure, clients are asked for clear instruction.
Debtors can request a balance, discuss an arrangement, upload proof of payment or raise a dispute through the correct channels.
Use the balance request page or contact our office with your reference number.
If you cannot settle in full, speak to the payment desk about a structured arrangement.
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