Being repeatedly contacted, threatened or intimidated by debt collectors can be stressful, particularly when a non-performing loan has been sold to another party. The commission said borrowers who face improper conduct by lenders, impaired loan buyers or debt collection agencies should first lodge a complaint directly with the company involved. Regulated entities are required to have proper complaints-handling mechanisms and are expected to address consumer complaints at the first instance. SKP also stressed that borrowers continue to be protected even when their loans are sold. Another safeguard is that impaired loan buyers are restricted from selling purchased impaired loans to another party, which SKP said would reduce confusion over who owns and manages a debt.