How can we help?

Please do not ignore our contact anyway. Feel free to send us an e-mail or discuss the situation on the phone to avoid further reminders and costs. We clarify the process with the contractual partner and of course stop the process if it turns out that our payment requests are not justified.

If you do not know the contractual partner, the claim may still be justified, for example if you have used the services of a so-called payment service provider as part of your order at a shop. This service provider, who has enabled payment by invoice, for example, is your legal contractual partner and may now expect payment from you.

If, even after thorough examination, it is not clear to you why this claim exists and you have never received the underlying order or service, please also check whether your data may have been misused. The important thing is: Be sure to get in touch, we'll help you!

All companies, from SMEs to large corporations, have the problem that some of their bills are not paid within the agreed period. If the customer does not pay even after several payment reminders, the company turns to a specialised service provider, the collection agency, for support. A collection agency now tries to contact the customer and find an amicable solution to the outstanding bill. If no payment agreement can be reached, collection agencies can also take legal action and use a bailiff as a follow-up.

We're sorry you're not satisfied with our service. Our team does its utmost every day to make debt collection easy for consumers and companies. You can submit a complaint on this page.

If you have been contacted by us, then we, as a debt collection service provider, have been commissioned by a company to work with you to find a solution for an outstanding payment. You should originally have made this payment to this company because you have or have had a purchase contract or service contract there.

In order for us to remind you of the open claim and enable an amicable repayment, we must of course be able to contact you. Therefore, our client may and must forward your personal data to us, such as your name and address, the basis and amount of the claim, etc. Only with this data is it possible for us to approach you and assert the claim.

Furthermore, it may be the case that we are not supposed to mediate in relation to a claim against you, but against a third party, and that we will contact you in this context. This may be the case if you have been appointed as a counsellor or have been mandated as a result of your work as a lawyer. In these cases, your contact details for the claim file will be stored as a correspondence address and you will also receive information on the processing of your personal data by the debt collection company in accordance with Art. 13 or 14 GDPR.

As a debt collection service provider, PAIR Finance may generally process all data required to collect a claim. For this purpose, data on the person of the debtor is regularly required, e.g. name, address, PESEL number and telephone number as well as on the claim to be collected, i.e. in particular the reason for the claim, amount and due date.

Furthermore, PAIR Finance may also determine, store and use information itself if this is necessary for the processing of the respective case. This includes, in particular, obtaining credit reports, determining addresses and other data required to assess the claim.

Any company is free to seek the assistance of a lawyer or a debt collection company with regard to an – even if only alleged – open claim. In cases of an open, possibly also disputed claim, a company may and must pass on personal data, in particular name and address, the reason for the claim, the amount of the claim and the due date of the claim to PAIR Finance. Only with this data is it possible for us to get in touch with you and offer a solution for an open claim.

Consent for the transfer of data to a legal service provider is not required. The activity of PAIR Finance is permitted subject to data protection law due to the legal circumstances of Art. 31 (1), sentence 2 No. 2 DPA (data processing for the contract performance, data processing on the basis of overriding interest).

As a so-called “data subject”, you have the right to have your personal data erased in accordance with Art. 32 (2) lit. c DPA under the conditions specified therein. This right is taken very seriously by PAIR Finance, as are the other rights under the DPA. We have therefore developed a blocking and deletion concept for all data we process.

However, the legislator has also taken into account that the consent of the other party is not always required for the purpose of asserting open claims. Therefore, there is no right to erasure of data if a company processes your data for the assertion, exercise or defence of legal claims (overriding interest pursuant to Art. 31 (1) DPA). Personal data may therefore continue to be stored as long as open claims still exist and are processed as part of the debt collection activity. After the debt collection procedure has been discontinued, the data is no longer required to fulfil the debt collection procedure and would in principle have to be deleted.

However, erasure is replaced by restricted processing if legal, statutory or contractual retention periods prevent erasure (Art. 31 (1) DPA). Personal data must of course also be retained further due to commercial or tax regulations; however, this will only be done for this purpose. These deadlines may vary. Art. 958f of the Swiss Code of Obligations provides for deletion periods of up to 10 years.

The objection to the processing of data requires that you submit specific reasons to PAIR Finance that arise from your particular situation. This means that you must demonstrate that and why your particular case is an atypical constellation that gives special weight to your interests. It is not sufficient, for example, to deny the claim ("I have not concluded a contract") or to state that the creditor’s performance was incorrect or did not take place.

However, the objection does not apply if the processing of the data serves the assertion, exercise or defence of legal claims. In the case constellations typical in the context of debt collection processes (collection of open claims), your objection to our data processing will therefore ultimately be in vain. How else should it even be possible to collect claims, if the processing of the information could be prevented. Quite logical.

PAIR Finance uses artificial intelligence (AI) to make the debt collection process fairer, faster and easier for you. With the help of AI, we analyse how we can best meet your needs to find a solution that works for you (e.g. for personalised payment options or to avoid unnecessary costs). In doing so, we also pay attention to the confidentiality and security of your data. The AI system works through separate databases in a way that does not allow any conclusions to be drawn about you as an individual, and only considers general patterns.

We strictly adhere to all legal requirements and ensure that no discriminatory decisions are made. Your data will only be used if it is necessary for the debt collection process. This is how we protect your privacy and ensure that the process remains respectful and transparent for you.

In short, AI helps us to help you settle your outstanding debts faster and easier – with a solution that suits you.

PAIR Finance uses AI in various areas to make the debt collection process faster, more efficient and more convenient for you. Among other things, it helps us with:

Our messages to you
Our AI analyses your individual preferences to contact you in the best way – e.g. via the right channel or at the right time. Statistically, we reach younger people better by email than by post. It also helps us to offer you your preferred payment method or an individual instalment plan. This way, we create communication that is optimally tailored to you.

Our answers to your questions
Our AI helps to process your requests faster. It helps us to identify and categorise requests so that they can be processed quickly by the responsible department. Certain simple requests that we receive frequently, such as requests for instalment payments or payment holidays, can be answered automatically. However, the content of the message is not generated by AI, but rather a template developed by us is pre-filled and sent. The AI thus serves exclusively as a supporting tool to accelerate the process. The AI will never make a decision in an individual case itself. All templates and processes have been carefully created and checked by our team.

Overall, our AI ensures that we can look at each situation individually – always with the aim of providing you with a quick, fair and simple solution. At PAIR Finance, we combine advanced technology with the expertise of our empathetic support team to ensure that you receive personalised support whenever you need it.

At PAIR Finance, we place a high value on protecting your data and complying with all relevant legal requirements. When using AI, we strictly adhere to the applicable data protection laws, such as the General Data Protection Regulation (GDPR) and the German Federal Data Protection Act (BDSG), as well as the European AI Regulation (EU AI Act), which came into force on 1 August 2024.

We follow these principles:

Protecting your privacy: We respect your privacy and treat your data with the utmost care. It is used only for the debt collection process and is subject to strict data protection guidelines. We develop all AI models in-house. So you don't need to worry about your data ending up with external AI service providers.

Transparency and documentation: All AI models and AI processes are clearly documented and regularly reviewed so that we can continuously improve our service for you.

Dynamic risk assessment: We continuously conduct risk assessments to ensure that the use of AI is safe and in line with legal requirements.

Responsible AI governance: PAIR Finance has implemented comprehensive AI governance to ensure that AI is used in a legally compliant and ethical manner. We continuously develop our processes and adapt them to new legal requirements.

We work closely with external advisors and have formed interdisciplinary teams to ensure that we always act transparently and in compliance with the rules. Implementation and training takes place in all relevant departments, and the AI models are continuously monitored to ensure long-term safe and sustainable operation.

For more details and information on data protection, please refer to our full privacy policy.