HNB elevates customer trust: Central Collections Unit achieves ISO 9001:2015 certification

Thursday, 24 September 2026 00:05 - - {{hitsCtrl.values.hits}}

HNB MD/CEO Damith Pallewatte (centre left) and Bureau Veritas Country General Manager Shan Nanayakkara with representatives from both organisations. HNB Senior Manager – Central Collections Arjuna Damunupola and Vice President – Recoveries Sampath Vithana are also present

Hatton National Bank PLC (HNB) yesterday said it has secured ISO 9001:2015 Quality Management System certification for its Central Collections Unit (CCU), covering debt collection and recovery activities within personal financial services. The certification was issued by Bureau Veritas Lanka following an assessment of the unit’s processes, controls and service standards.

The certification confirms that the CCU’s recovery processes meet an internationally recognised quality standard, covering how the unit engages customers, documents cases and manages recovery timelines. It applies specifically to collections and recovery activities within personal financial services, an area where HNB has aligned its recovery practices with regulatory expectations and customer protection standards.

HNB Senior Manager - Central Collections Arjuna Damunupola: “This certification confirms that our processes meet an internationally recognised standard and gives customers a clear, consistent experience when their accounts are being managed for Collections. It also gives us a structured basis to keep improving how we handle cases, from documentation through to resolution.”

Under the ISO framework, the CCU applies a risk-based approach to segment accounts by delinquency stage and route them to the appropriate recovery path, from early reminders to structured repayment plans, before any escalation. This supports HNB PLC’s efforts to resolve under-performing and non-performing accounts through documented repayment agreements while managing impairment levels.

The certification extends ISO 9001:2015 coverage to a specialised, high-volume function within HNBs operations, part of a broader effort across the bank to bring standardised quality controls to functions that interact directly with customers under financial stress.