What recovery agents must not do
Under the RBI’s Fair Practices Code and its directions on recovery agents, lenders and their agents must not:
- Threaten, intimidate or harass you verbally or physically.
- Call you before 8 a.m. or after 7 p.m., or call persistently.
- Humiliate you in public or contact your family, friends, referees or colleagues to shame you.
- Send inappropriate messages by phone or on social media, or make anonymous calls.
- Make false or misleading statements about the debt or the consequences of not paying.
How SettleWay helps
- We write to your lenders to say you have engaged us to seek a settlement and ask that communication be routed through us.
- We help you record and organise call logs, messages and visit details as evidence.
- We guide you through escalation: first the lender’s grievance redressal officer, then the RBI Integrated Ombudsman (cms.rbi.org.in) if the lender does not resolve it within 30 days.
- For threats of violence, we help you prepare a police complaint.
Guides on this topic
Common questions
I’ve received a legal notice from my lender. What should I do?
Do not ignore it. Note any reply deadline, keep the notice safely and speak to a qualified advocate. Many lenders still consider settlement after sending a notice, and we can help with those discussions.
Where can I complain about a recovery agent?
First complain in writing to the lender, which is responsible for its agents. If the lender does not reply within 30 days or you are not satisfied, you can file a complaint with the RBI Integrated Ombudsman at cms.rbi.org.in.
More answers on our FAQ page.