На компанию «Сентинел» накладывают штраф

На компанию "Сентинел" накладывают штраф

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Сергей Васильев /
Коммерсантъ

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Коллекторское агентство «Сентинел» (дочерняя структура Альфа-банка) вновь столкнулось с дисциплинарными мерами из-за некорректного общения с должниками. В связи с ростом серьезных жалоб профессиональная ассоциация НАПКА спустя полгода после возобновления членства компании налагает на нее штраф — 100 тыс. руб. И хотя в «Сентинел» с оценкой не согласны, деятельностью агентства уже заинтересовался регулятор.

О росте количества тяжелых жалоб в отношении «Сентинел кредит менеджмент» («Сентинел») свидетельствует статистика, опубликованная Национальной ассоциацией профессиональных коллекторских агентств (НАПКА). По словам собеседников «Ъ», за первые два месяца 2017 года в ассоциацию поступило 16 обращений от граждан, которые были отнесены к категории тяжелых жалоб (на применение коллекторами психологического воздействия, ненормативной лексики, фамильярное обращение и переход на «ты», угрозы жизни, здоровью или имуществу).

НАПКА объединяет 43 агентства. Ассоциация разрабатывает стандарты работы коллекторов, осуществляет контроль за методами взыскания, проводит проверки по жалобам граждан.

«Сентинел» — дочерняя структура Альфа-банка, входит в число лидеров рынка взыскания по размеру филиальной сети, располагает штатом в 600 выездных специалистов.

В НАПКА «Ъ» сообщили, что провели проверку соблюдения кодекса этики ассоциации в отношении компании «Сентинел». Основанием для нее стало системное наличие и рост числа тяжелых жалоб. По результатам проверки решено наложить на компанию максимальный штраф, предусмотренный внутренними правилами ассоциации,— 100 тыс. руб.

Агентство «Сентинел» уже было замечено в некорректной работе с должниками. В июне 2016 года его членство в НАПКА было приостановлено. Восстановление заняло пять месяцев и потребовало существенных изменений в работе компании. «Мы хотели увидеть, что изменения в работе, которые показала нам компания, вызовут снижение hard-жалоб, и в сентябре-октябре мы увидели реальные улучшения»,— отмечают в НАПКА. В итоге 1 ноября членство «Сентинел» в ассоциации было восстановлено. Но после этого ситуация снова начала ухудшаться, указывают в ассоциации. По словам главы контрольного комитета НАПКА Дмитрия Теплицкого, если «Сентинел» в ближайшее время не обеспечит соблюдение кодекса этики и стандартов ассоциации, это повлечет не только повторное наложение штрафов, но и дисциплинарные меры вплоть до исключения из ассоциации. «Это крайняя мера,— признается господин Теплицкий.— Мы все же надеемся, что компания устранит нарушения в работе персонала».

В «Сентинел» с оценками НАПКА не согласны. «За январь-февраль в НАПКА поступило 16 обращений должников в отношении «Сентинел», классифицируемых ассоциацией как hard-жалобы. С такой классификацией компания «Сентинел» не согласна,— заявил зампред правления агентства Александр Савинов.— Значительное количество должников злоупотребляют правами, предоставленными им нормами 230-ФЗ («О взыскании долгов физлиц».— «Ъ»). Мы взаимодействуем с НАПКА и намерены согласовать наши позиции в отношении работы с обращениями, относимыми к категории hard».

Но деятельность «Сентинел» уже вызвала вопросы не только у НАПКА, но и у регулятора — ФССП. «Инициирована проверка в отношении «Сентинел» в рамках поступивших жалоб граждан. В случае признания жалоб обоснованными будут применены меры, предусмотренные законодательством»,— сообщили «Ъ» в ФССП. За нарушение 230-ФЗ ФССП уполномочена привлекать компании к административной ответственности, а при неоднократных нарушениях — исключить из реестра. Это фактически означает запрет на деятельность по взысканию.

Источник: kommersant.ru

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