CERTIFICATE

Issue quality certificate: 25-01-2024

All members of the NVI are holders of the Incasso Keurmerk certificate. The Incasso Keurmerk guarantees that these collection agencies work according to the criteria of the Incasso Keurmerk. These criteria set out rules and standards that the collection agency must adhere to. This is monitored by the independent Quality Mark Institute in Zoetermeer.

Why an Incasso Hallmark?
For clients, the Incasso Keurmerk means that they are outsourcing their collection activities to a reliable partner with high demands in the field of Socially Responsible Collection.

For debtors, the quality mark guarantees a correct approach and a realistic charging of collection costs. In the unlikely event that something did not go right, an independent dispute resolution procedure applies.

Trust and certainty
The development of the Quality Mark has an important purpose: the NVI wants to give the government, companies and consumer (organizations) the confidence and certainty that debt collection activities in the Netherlands are carried out correctly and carefully. The Debt Collection Hallmark offers the best guarantee for this!

Periodic testing
A debt collection company that carries the Incasso Keurmerk must demonstrate that it still meets the requirements. This is tested by an independent external audit committee. The Incasso Keurmerk therefore obliges the debt collection company to always and in all cases comply with the rules.

Dispute resolution
The Incasso Keurmerk also has a dispute resolution procedure. Any complaints or disputes can be submitted to an independent committee: the Supervisory Board. Incidentally, every NVI member has an internal complaints procedure to resolve any disputes at an early stage.

Hallmark Criteria
To obtain a Hallmark certificate, a debt collection company must demonstrate that it works according to the Hallmark Criteria. This must be declared in a document signed by the management. In addition, the company is audited by the independent Keurmerk Institute.

Some collection agencies also work with debtor visitors. These employees visit debtors to explore payment arrangement options. A regulation has also been agreed upon for these debtor visits, the debtor visit code of conduct.

Independent hallmark institute
The assessment of whether a company meets the Hallmark Criteria has been completely outsourced to the Hallmark Institute. This prevents any conflict of interest. The Keurmerkinstituut also takes care of checking whether the companies continue to work according to the Keurmerk Criteria. Intensive inspections take place every two years.

For more information visit: www.keurmerk.nl

Background of the Incasso Hallmark
In 1989, a number of serious debt collection companies in the Netherlands united to form the NVI, the Dutch Association of Debt Collection Companies. The purpose of the NVI was and is to work together to provide high-quality debt collection services and a reliable image for the sector.
Central to the establishment and working method of the NVI is the code of conduct. Every NVI member is bound by that code, which states what can, what may and what must be done when performing debt collection activities. Attached to the code of conduct is a clear, well-functioning complaints procedure.

From Code of Conduct to Hallmark
The code of conduct functions excellently. Unnoticed actually, because few people, companies and institutions know about the code of conduct. For the NVI, this was reason to transform the code into a visible and transparent Debt Collection Hallmark.

The Incasso Hallmark was developed together with the Hallmark Institute. Moreover, there has been frequent contact with the government, various consumer organizations, VNO and other parties who are in contact with the NVI in some way. Their experiences and ideas have also been incorporated into the Hallmark. The Debt Collection Hallmark has two facets. First, there are the requirements and rules that a debt collection company must meet to receive the Hallmark. Second, there is the visible Hallmark: the Hallmark sign. The Hallmark sign allows everyone to see at a glance that a debt collection company meets strict review requirements.