Recovery agent at your home: what to do

A recovery agent at your home can be stressful, especially if family is present. This guide explains what to ask for, what agents must not do and how to keep a record.

First, your safety

If a visitor threatens you, becomes aggressive, refuses to leave, or you feel unsafe for any reason, call 112 straight away. You do not need to open the door fully or let anyone inside. Your safety and your family’s safety come before any conversation about the loan.

If a recovery agent at your home makes you feel unsafe, move to a safe place and call 112 if you are in danger.

Most visits do not reach that point. But knowing you can step back and call for help makes it easier to stay calm.

What a recovery agent at your home is allowed to do

Lenders are allowed to recover overdue loans, and a visit is one way they may do it. Under RBI directions for regulated lenders and their recovery agents, a visit is expected to follow some basic rules:

• The agent should carry an identity card and a copy of the authorisation from the lender or the agency.
• They must tell you who they are and which lender they represent.
• Visits should be at reasonable times. Calls and contact are expected between 8 AM and 7 PM.
• They must behave with decency and not use threatening or abusive language.
• They must not humiliate you publicly, for example by shouting in front of neighbours or colleagues.
• They must respect the privacy of your family members.

What they should not do is just as important.

An acceptable visit	Not acceptable
Agent shows ID and lender authorisation	Refusing to identify themselves or the lender
Polite conversation at the door	Threats, abuse or raised voices
Visit at a reasonable hour	Arriving very early or late at night
Talking to you privately	Discussing your debt with neighbours or colleagues
Leaving contact details for follow-up	Refusing to leave when asked, or trying to take items without legal process

What to do during the visit

You can keep the conversation short and on your terms. Here is a simple approach.

1. Ask for identity. Politely ask to see their ID card and the lender’s authorisation letter. Note the name, agency and lender.
2. Confirm the account. Ask which loan or card the visit is about. If you have more than one lender, this matters.
3. Stay factual. You can say: “I am aware of the dues. I am working on it and will contact the lender directly. Please share your contact details.”
4. Don’t sign anything you haven’t read. If they bring a document, you can ask for a copy to read later or to show an advocate.
5. Never pay cash without an official receipt. If you make any payment, use the lender’s official channels and keep proof.
6. End the visit calmly. You do not have to continue a conversation that becomes uncomfortable.

If the visit is at your workplace, you can ask to speak privately, away from colleagues, or ask them to contact you by phone or email instead.

What to record afterwards

As soon as the visitor leaves, write down what happened while it is fresh. Include the date and time, the name and agency, the lender, what was said, and how the conversation went. If a family member or neighbour was present, note that too.

Write down the time, the name and what was said after any visit from a recovery agent at your home.

If the building has a visitor register or CCTV, note that it exists. You do not need to collect footage yourself, but it can help later if a complaint needs support.

Keep this record with your notes on calls and messages. Together they show a clear picture of how recovery has been handled.

When to raise a complaint

If the agent behaved badly, write to your lender’s customer care or grievance officer with your record. Ask the lender to confirm whether the agent was authorised and to ensure future contact follows RBI rules.

If there is no reply within 30 days, or the reply does not address your concern, you can go to the RBI Integrated Ombudsman at cms.rbi.org.in. Our guide on how to complain about a recovery agent walks through each step.

Keep in mind that the dues remain. A complaint about conduct and your repayment are separate questions. If you have also received a written notice, read our guide on what to do after a legal notice for loan default, and have a verified advocate review it.

What to do next

1. Keep a short script ready for any visit: ask for ID, authorisation and the lender’s name.
2. Write down every visit straight after it happens, with dates and names.
3. Contact your lender directly about your dues, in writing, and keep copies.
4. Read more on how to respond to recovery pressure calmly and on record.

For the rules agents must follow, see the RBI website. If a recovery agent at your home crosses a line, your record is what makes a written complaint strong.

In short: A recovery agent at your home must follow the rules, and your calm record of the visit is what makes any complaint strong.