Collection Policy

At Remedi Finance Limited (“Remedi”, the "Company", “we”), we are committed to providing responsible and transparent Buy Now, Pay Later (BNPL) services in the healthcare sector. We aim to make healthcare more accessible and affordable for patients, while maintaining fair and ethical collection practices. This Collection Policy outlines how we manage overdue payments, ensuring compliance with relevant regulations and fair treatment for all customers.

We understand that financial circumstances can change unexpectedly, and we are dedicated to supporting our customers throughout their repayment journey. If you are unable to make payments on time, we will work with you to find the best possible solution. We are committed to:

• Acting fairly and reasonably in all our dealings with you.
• Providing clear communication regarding your payment responsibilities.
• Supporting you during periods of financial difficulty with flexible options where appropriate.

1. Payment Due Dates and Communication

• Initial Payment Reminder: We will send you a reminder of your payment due date at least 3 days before the payment is due via email, which will include details on how to make your payment or contact us if you need assistance.
• Late Payment Reminder: If we do not receive your payment on time, we will send you a reminder email informing you of the missed payment and the next steps to take. 
• Escalation: If payment remains outstanding for an extended period, we may escalate the issue, and you will be contacted by our customer support team to discuss repayment options.

2. Handling Missed Payments

If you miss a payment, please contact us as soon as possible. We understand that life events can cause financial difficulties, and we may offer several options to help you. It is important that you communicate with us if you’re facing difficulties, as we are committed to working with you to avoid further action.

3. Late Fees

We do not charge late payment fees. If you miss a payment, we will contact you as soon as possible to agree a repayment arrangement. Please see Section 5 (Financial Difficulty) if you are struggling to make payments.

4. Debt Collection Process

If your debt remains unpaid after several reminders and attempts to arrange alternative repayment options, we may take further steps to collect the outstanding amount.

• First Contact: If payment is still overdue, we will contact you by email, phone, or letter to arrange a mutually acceptable repayment solution.
• Negotiation: We will work with you to agree on a suitable repayment plan. We will always take into account your individual circumstances and offer reasonable solutions.
• Debt Collection Agencies: If we are unable to reach a resolution after multiple attempts, we may engage an external debt collection agency to recover the debt. However, we will only do so after considering all reasonable options and providing you with ample time to resolve the situation.

Please note that, in compliance with the FCA’s rules, no aggressive tactics or unreasonable pressure will be used during the debt collection process.

5. Escalating to Legal Action

As a last resort, if all other methods of resolving the debt have been exhausted and you have not engaged with us or responded to our communications, we may consider legal action to recover the debt. Before proceeding with legal action, we will always ensure we have explored all reasonable options to resolve the matter without taking this step.

Feedback and Assistance

We’re here to help! Whether you’re a clinic or a patient:

• Email us: clinicsupport@remedifinance.com or support@remedifinance.com
• Call us: 0791 532 2140

Your feedback helps us improve and continue to support healthcare financing responsibly.

Policy Review and Updates

We continuously review our lending practices to ensure they remain aligned with patient needs, clinic goals, and regulatory requirements. Changes to this policy will be communicated promptly.