Our clients and customers

As a debt collection company, Kredinor meets people in challenging life situations. We therefore have a particular responsibility for how we act, communicate and find solutions. Our goal is to conduct debt collection in a responsible, fair and respectful way – for the benefit of both clients and customers. For us, sustainability in meeting customers is about trust, understanding and long-term solutions.

Woman speaking in the phone

Responsible and ethical debt collection

Kredinor bases its work on the principles of good debt collection practice and ethical business conduct. We must be clear, accurate and accessible – and not place an unnecessary burden on customers. This includes, among other things:

  • clear and understandable communication
  • respectful treatment at every stage
  • solutions adapted to each individual’s situation
  • a focus on dialogue rather than conflict

Our work should help resolve financial challenges, and we work to continuously improve our processes.

Authorisation and competence

To ensure high quality and trust in the industry, Kredinor has been an active contributor to the development of the authorisation scheme in debt collection, established through FinAut. The authorisation sets clear requirements for:

  • professional competence
  • attitudes and ethics
  • skills in advisory services and case handling

The aim is for customers to be confident that they are meeting competent advisers who follow good debt collection practice and act professionally.

Language and digital barriers

Not all customers have the same ability to handle digital solutions or understand financial information. Language, digital competence, age and life situation can create real barriers – and therefore also a risk of misunderstandings and increased strain. Kredinor works purposefully to make communication simple, accessible and adapted to different needs. This includes, among other things:

  • continuously working to ensure that we always use clear and understandable language
  • adapting channel choice based on the customer’s preferences (My Page, email, phone, etc.)
  • actively recruiting employees with multilingual competence – at our customer center we have access to more than 20 different languages
  • combining digital solutions with personal dialogue

We monitor customer feedback to identify where communication is perceived as unclear or inaccessible, and we adjust routines and solutions where needed. The goal is for all customers – regardless of language or digital maturity – to have a real opportunity to understand their situation and make informed choices.

Data privacy and cybersecurity

The trust our customers place in us depends on the secure handling of personal data. Kredinor processes large amounts of sensitive information, and the protection of data is therefore one of our most important responsibilities.  We work systematically with:

  • compliance with data protection legislation (GDPR)
  • robust technical and organisational security measures
  • continuous employee training in data handling and IT security
  • regular internal and external security reviews of the IT environment

Kredinor has established an information security management system based on recognised standards and has invested significant resources in prevention, monitoring and preparedness. If deviations or incidents should occur, we have clear routines for notification, follow-up and improvement.

For our customers, this means that personal data is handled with respect, confidentiality and a high level of security – at every stage of the process.

Financial guidance and prevention

An important part of our social responsibility is to contribute to increased financial understanding. Kredinor works actively with training and guidance in personal finance, both directly and through collaboration with different stakeholders.

We believe that knowledge is one of the most important tools for preventing payment problems and creating more sustainable financial choices over time.

Vulnerable groups and practical considerations

Many of the customers we meet are in a vulnerable situation. This may be due to finances, health, language, life situation or other circumstances. Kredinor works actively to better understand these challenges and adapt our routines where necessary.

We collaborate with voluntary organisations and professional environments to gain insight related to:

  • minority groups
  • families with children
  • young adults

In particular, we see children as a silent stakeholder in debt collection cases. Even though children are not a party to the case, they may be indirectly affected. This perspective is important in our improvement work.

Collaboration and social responsibility

Kredinor participates in and supports initiatives that promote social sustainability and inclusive solutions. Through collaboration with voluntary organisations, we want to contribute with our competence where it can make a positive difference. Such collaborations provide valuable insight that is used to further develop our processes, services and customer interactions.

Our ambition

Kredinor’s ambition is to be a company that meets customers with respect, understanding and responsibility – even when the situation is difficult. For us, responsible debt collection is about seeing the whole person, taking life circumstances into account and contributing to solutions that are sustainable over time.