B13. Arrears reminders and escalation
If an instalment is not paid on time, DFFMS acts automatically.
| Days overdue | What happens |
|---|---|
| 1 day | Reminder to the borrower and the case team. |
| 7 days | Reminder to the borrower and the case team. |
| 30 days | Reminder, and the unpaid instalment is escalated to the Programme Administrator (level 1). |
Early warnings are also raised for arrears at 30 days and 90 days (the 90-day warning is CRITICAL). These appear on the Facility monitoring page.
When are these checked? Once a day, at 06:00 UTC. Escalations close automatically when the instalment is paid.
Task B13.1: Respond to an arrears escalation
Who can do this: Programme Administrator (level 1), or Client System Administrator (level 2).
- Open the financing case from the notification.
- Read the arrears amount and the number of days overdue.
- Contact the borrower, and record what was agreed.
- Record any agreed plan on the case (for example, a restructuring request under Record controlled case evidence).
- In the Escalation panel, select Resolve, and type How was this resolved? (at least 5 characters), for example "Borrower confirmed payment for 5 November."
If the escalation is not resolved, it moves to the Client System Administrator (level 2) with a CRITICAL warning.