Plain answers, in plain language.

It depends on the file, but here are honest benchmarks from our active portfolio:

• First contact and engagement: within 5 business days of intake.
• First recovery: 14 days on average for retail books, 21–45 days for commercial trade debt.
• Settlement or escalation decision: 60–90 days from intake for most files.
• Court-led recovery (when needed): 6–18 months, depending on the case complexity and court calendar.

If a file isn't moving by 90 days, we'll tell you exactly why — and recommend either escalation or closure. We don't drag inactive files indefinitely.

Within two business days, you receive a written assessment covering:

• Our recoverability score — is this file worth pursuing?
• The recommended approach — single-channel outreach, structured engagement, or direct-to-legal.
• An engagement proposal — fee structure, timeline, and reporting cadence.

No engagement fee. No obligation. If we don't think the file is worth pursuing, we say so — and explain why.

Both. We work on single high-value commercial files, and on bulk retail or commercial portfolios in the hundreds or thousands of files.

The same operational standard applies to both — the only difference is in reporting cadence and pricing structure. Single files are typically success-fee based; portfolios are usually structured as a hybrid retainer + success fee.

Yes — at three levels of detail:

• Real-time: a single case manager is your point of contact, reachable by phone or email. Live
• Monthly: a structured portfolio report covering activity, recoveries, PTPs, and escalation candidates.
• On-demand: file-level audit trails available any time — every call, letter, visit, and payment-promise timestamped and logged.

You always approve settlement offers before we accept them.

It depends on the recovery path:

• Amicable collection: typical floor of OMR 100 — below that, the economics of a dedicated engagement rarely work for either side.
• Legal escalation: we'd generally look for OMR 3,000 or above, since court and legal costs need to be justified by the recovery amount.
• Retail portfolios: the per-file threshold is much lower — portfolio economics work because the same outreach infrastructure handles thousands of accounts.

If you have a smaller single file, we're happy to point you to alternatives. We'd rather be honest about fit than take on work that won't serve you.

We use two engagement models, chosen based on the file:

• Success-fee: we're paid a share of what we actually recover. The rate varies with the file's age, complexity, and whether legal escalation is anticipated — older files and harder-bucket cases sit at the higher end.
• Retainer + success: for portfolio engagements with large file counts, a fixed monthly retainer covers operational capacity, with a smaller success fee on recoveries. This typically works out cheaper per recovered Rial at portfolio scale.

No engagement fee. No charge for the initial assessment. If we don't recover, you don't pay the success component.

No — but there are third-party costs that arise in legal escalation, which we'll always quote upfront before you authorise them:

• Court filing fees (set by the Ministry of Justice, paid to the court directly).
• Statutory notice service fees, where official service is required.
• Translation and certification costs, if documents need notarised translation.
• Legal counsel fees for litigation — quoted separately, by our retained counsel, before filing.

These are pass-through costs, not Tawazon margin. We don't mark them up.

For success-fee engagements: we invoice after recovery of any amount, with payment typically due within 7 days from the date of invoice. For retainer engagements: invoiced monthly, with a quarterly true-up against actual recoveries.

If a debtor pays you directly (instead of through us), you let us know and the same success-fee calculation applies. We trust clients to flag direct payments — and the trust has been honoured every time.

Yes — for two specific use cases:

• Skip tracing and asset verification as a standalone engagement: fixed price per trace, paid on delivery of the written report.
• Pre-litigation due diligence on a debtor before deciding whether to spend on legal proceedings: again, fixed price per matter.

For these, you're paying for documented intelligence, not for a recovery outcome.

Yes — across multiple NPL categories: personal loans, auto finance, credit cards, BNPL, and SME lending. We work on both active recovery mandates (where you retain the book) and charged-off books (where you're trying to extract residual value from accounts your team has stopped working).

For charged-off books especially, our advantage is the structured outreach methodology — applying real engagement to accounts that have been sitting passive. Recovery rates on charged-off books are typically lower, but the value extracted is usually pure margin since you'd written it off.

Different buckets need different strategies. We segment portfolios into outreach tracks before engagement begins:

• Early-stage (30–60 DPD): high-touch, courteous outreach designed to bring accounts current before they harden. Most accounts here are situational, not strategic.
• Hard-bucket (60–180 DPD): structured engagement with formal notices, payment-plan structuring, and field-visit escalation where appropriate.
• Late-stage / write-off (180+ DPD): investigation-led — locate, verify capacity, and either negotiate a discounted settlement or recommend legal escalation.

The tone, cadence, and escalation triggers differ by bucket. Most collectors apply a one-size approach — we don't.

From a few hundred files to tens of thousands. For larger portfolios (5,000+ files), we run a structured onboarding period to make sure the data, segmentation, and reporting workflows are properly aligned with your systems before going live.

There's no hard cap on size — the operational and reporting infrastructure scales to match the portfolio, however large.

No — Tawazon does not purchase debt portfolios. We operate exclusively as a third-party agent, recovering on behalf of the original creditor. This is a deliberate positioning — debt purchasing introduces conflicts of interest with the recovery service, and we've chosen to stay clean on the agent side.

Legal escalation makes sense when three conditions are met:

• The amicable channel has been exhausted — not just attempted, but properly worked through 60–90 days.
• The debt is large enough that recovery economics work after legal fees, court costs, and the time-to-judgment discount.
• The debtor has identifiable assets, income, or commercial activity that can satisfy a judgment.

Without the third condition, a judgment is paper. We'll always run an asset verification before recommending escalation — knowing whether there's something to enforce against matters more than winning the case.

We work with retained legal counsel — an Omani law firm specialised in commercial litigation, with whom we've built workflows and standards over time. The firm handles court filings, hearings, and judgment enforcement.

From your side, the experience is single-point: you work with Tawazon, and we coordinate the legal layer. You see one set of reports, one point of contact, one chain of accountability.

Legal fees are quoted separately by our counsel before filing — and they're priced at standard market rates, not marked up through us.

Honestly: longer than most creditors want to hear, but the timeline is predictable.

• Filing to first hearing: 30–90 days.
• Hearing cycle to judgment: 4–12 months for uncontested or simple commercial cases; longer for contested matters or those requiring expert testimony.
• Judgment to enforcement: additional 60–180 days, depending on enforcement type (asset attachment, garnishment, etc.).

The credible threat of litigation often produces settlement before any of this — which is why most files that move toward legal end up settling at the demand-letter stage. The willingness to litigate is what makes the demand letter credible.

Yes. We are Tawazon, registered with the Ministry of Commerce, Industry & Investment Promotion as a licensed debt-collection firm. Our commercial registration, licensing details, and compliance documentation are available for your KYC / vendor-due-diligence file on request.

Our operations are aligned to the following Omani regulatory frameworks:

• Commercial Companies Law (Sultani Decree 18/2019) for B2B engagements.
• Civil Procedure Code for all statutory notices and litigation activity.
• Central Bank of Oman consumer-protection norms for retail outreach (call times, contact frequency, communication standards).
• Personal Data Protection Law (Sultani Decree 6/2022) for all data handling.

If your compliance team has a specific framework or audit requirement, we'll work with them to map our processes to it before engagement.

Client data is handled under strict confidentiality and stored on access-controlled systems. We sign data-processing agreements with every client engagement, specifying retention, access, deletion, and breach-notification standards.

Debtor data is used only for the purpose of recovery on the engaged file. We do not sell, share, or repurpose debtor information — and our case officers operate under signed non-disclosure agreements.

Every debtor contact is logged with timestamp, channel, duration, and content. If a complaint arises — whether to you, to a regulator, or to us — we can produce the complete activity log for that file within 24 hours.

This is one of the reasons our documentation standards exist. The same audit trail that supports your case in court protects your brand if conduct is ever questioned. We've designed the process to be defensible from both directions.

That's the question we built the firm to answer. Our entire operating philosophy is that aggressive collection methods destroy more value than they recover — burned customers, regulatory complaints, social-media incidents, lost market reputation.

Every officer working a Tawazon file is measured against one standard: would this debtor be willing to work with our client again? When the answer is yes, we've done our job correctly. When recovery requires escalation, it happens in a way that protects your standing — formal, documented, and within legal channels.

Your reputation is part of the brief.