Młody mężczyzna siedzi przy biurku i uśmiecha się do kamery, zakładając słuchawki.

We build on fairness

Ethical debt collection through fair treatment of consumers

For some people, overdue payments are not only a financial burden but also an emotional one. This is where EOS comes in: with respectful communication, anonymous payment options, and support in emergencies, we enable sustainable debt relief.

With the group-wide "Ethical Debtor Management Policy," we commit to treating consumers with sensitivity and empathy. The key principles are:

We treat consumers with sensitivity, tact, and a sense of responsibility.
We communicate on equal terms and remain factual, even when conversations become difficult. If communication becomes too emotional, we suggest pausing the conversation and continuing at a later time.
We approach every defaulted payer without bias and prejudice.
We use simple language, avoid complicated jargon, and provide clear recommendations that are easy to follow.
Our overarching goal is to make defaulted payers feel that they can speak openly and trustfully with us.

To bring our principles to life, many national initiatives have emerged from the individual country companies that address the local needs of defaulted payers and support them in sustainable debt relief.

Simplified communication at EOS

Flexible payments

Digital service portals offer defaulted payers the opportunity to manage their concerns according to the self-service principle, without having to contact an EOS employee. A direct payment can be made conveniently without logging in. EOS in Germany also works with a portal where consumers can choose the amount they want to pay through various options.

Chat instead of calling

In Belgium, France, and Croatia, defaulted payers can use the chatbots TOM, ALEX, and LEA. These virtual colleagues provide quick answers to frequently asked questions. This is particularly helpful for consumers who find it difficult to discuss their financial situation over the phone.

Simple language

We rely on simple, understandable language. Our employees focus on clear and transparent recommendations and avoid complicated jargon. In Poland, employees have even been certified in simple language.

Simple language in debt collection

Simple language helps avoid misunderstandings, build trust, and provide guidance to people in difficult situations. It ensures that information can not only be found and understood but also used correctly. At EOS, we therefore rely on clear language to make the path out of debt as transparent and comprehensible as possible.

Plain language benefits everyone: it reduces misunderstandings, saves time, and improves customer relations. At the same time, companies enjoy a higher success rate as customers respond more quickly and feel better informed.

Dr hab. Tomasz Piekot

Expert in simple language, University of Wrocław

EOS for vulnerable customers

Sometimes people not only have debts but are also in an emergency. At EOS, we actively advocate for vulnerable consumers by seeking case-specific paths to sustainable debt relief. In each of our country companies, there are special teams that identify particularly vulnerable consumers and find solutions with them.

Kobieta w niebieskiej bluzce rozmawia przez telefon komórkowy, trzymając fakturę w rękach.

Individual solutions for people in emergencies

Behind every open claim is a personal story. At EOS, specially trained teams rely on an empathetic and structured process to identify vulnerable consumers. Vulnerable individuals include those who are in financial distress due to serious illness. Financial, health, or social challenges are carefully examined to develop individual solutions. Whether adjusted payment plans, deferrals, or reductions – the goal is a viable solution that gives those affected in an emergency a perspective.

For me, responsible debt collection is one that is guided by deep empathy, understanding, and a willingness to help. A person in debt, when faced with such an approach, feels heard, understood, and cared for. They know that they are not alone in a difficult situation.

Beata Oszajca

Expert in the Mass Receivables Department

I adapt my communication style to the individual – some prefer brief and straightforward interactions, while others need more support. I focus on active listening and clearly explaining the situation. I suggest concrete solutions, such as spreading the debt into installments or forgiving part of the arrears.

Krzysztof Wasiak