Frequently asked questions

There are two common models. A monetary claim may pass to a new creditor through factoring, or the original creditor may appoint a finance company to manage the debt. The creditor changes in the first model and remains the same in the second. The notice and case documents should confirm which model applies to you.

General Civil Code rules allow a creditor to be replaced through assignment without separate debtor consent unless the agreement or law provides otherwise. The debtor should still receive proper information about the new creditor and payment details. Check the agreement and written notice for your case.

Where an assignment is a regulated factoring service, the recipient must be authorised to provide it. The finance company and its status can be checked in National Bank of Ukraine registers. A call or message alone is not documentary proof.

The timing may depend on the agreement, when the obligation became due, the case history and the date of assignment. Ask in writing for the basis of contact, a balance calculation and documents identifying the current creditor. Timing issues for a specific case should be assessed against the agreement and current law.

When a claim is transferred, the new creditor receives information needed to establish and manage the obligation. Personal data must be processed for a defined purpose and in accordance with applicable law. You may ask about the data source, processing basis and how an error can be corrected.

Match the full legal name and company code against public National Bank of Ukraine registers. The company website should also publish registration and licence information, ownership structure, management, service rules and documents governing overdue-debt management.

A contact may have been named in an application or may be a guarantor. Communication with third parties must follow ethical-conduct and data-protection rules. If you do not know the borrower or your number was recorded in error, tell the company and request that the data be checked and corrected.

Debt communication must use permitted methods and times. Once the balance is fully paid and reconciled, collection activity should stop. If contact continues or is directed to the wrong person, submit a written request to review the case status and contact data.

After the full agreed amount has cleared, request final reconciliation and written confirmation that no debt remains. Keep payment records until you receive the response. If confirmation is delayed, follow up with copies of the receipts.

Where a company uses in-person contact, its representative must act within the law and ethical-conduct rules and should verify their authority. You may ask for the company name, basis of contact and written information. Do not hand money or documents to an unverified person.

Notify the company through an official channel and provide documents supporting the relevant status. Any relief or special procedure depends on current law and the circumstances of the specific agreement. This site provides a dedicated section for protected customers and representatives.

Different staff may handle an enquiry until a resolution method is agreed and a responsible specialist is assigned. Quote the agreement or enquiry number and request written confirmation of arrangements to avoid repeating information.

The payment recipient changes when a claim is assigned. If the company is acting only as an appointed servicer, payment may still follow the original creditor’s procedure. Before paying, check the written notice, current creditor, IBAN, company code and payment reference.

The agreement and applicable law determine the balance, which may include principal, interest and other permitted charges. Request an itemised calculation showing the period and basis for each component. Do not rely only on an amount quoted by phone.

Ask for the type of charge, rate or formula, calculation period and the agreement clause or legal basis supporting it. If the calculation is unclear or inconsistent with the documents, submit a written reconciliation request.

A lack of income does not by itself end an obligation. Enforcement can occur only through the procedure established by law, including formal enforcement based on an appropriate decision or instrument. For voluntary resolution, contact the company and propose a realistic repayment arrangement.

Banks need time to process and credit a transfer, particularly after the operating day or over a weekend. Check the recipient and payment reference, keep the receipt and contact the company for reconciliation if the payment is still missing after bank processing.

Confirmation can be produced after the full amount has cleared and the account has been finally reconciled. If payment has already been made, send the receipts, ask for the reconciliation status and register a request for written confirmation that the obligation is closed.