Protecting Our Customers

In‑person onboarding, clear pricing before you sign (Disclosure Statement), respectful collections, and privacy & data safety (DPO).

Strengthening Trust Through Transparent, Human-Centered, and Responsible Lending

Customer protection is the cornerstone of UNA’s community financing model. In communities across the Philippines—sari-sari stores, palengke stalls, carinderias, food carts, and small online sellers—trust is everything. As a financial partner to micro-entrepreneurs and women-led businesses, our responsibility extends beyond delivering capital. We ensure every loan is fair, transparent, and respectful from onboarding to repayment.

This commitment is deeply aligned with the global benchmarks used by the world’s leading inclusive-finance institutions. But more importantly, it’s designed around real Filipino communities and the specific needs of everyday micro-entrepreneurs.

1. In-Person Onboarding: Trust Begins With a Human Conversation

UNA believes that responsible lending starts with face-to-face onboarding. Before any application is approved, our field officers meet customers directly to:

• Understand their business and daily cash flow

• Explain the loan product in clear, simple language

• Verify that the borrower can comfortably manage repayments

• Ensure that no one signs without fully understanding the terms

This approach mirrors best practices from the global inclusive finance sector, where human relationships—not algorithms—are at the heart of safe and sustainable microfinance.

No shortcuts. No rushed sign-ups. No digital-only onboarding for first-time customers.

2. Clear Pricing Before You Sign (Disclosure Statement)

Transparency is not a tagline; it is a compliance requirement and a moral commitment.

Before a borrower accepts a loan, UNA provides a complete Disclosure Statement, which outlines:

• Total loan amount

• Payment schedule

• All fees and charges

• Total cost of credit

• Interest or service fees

• Cash-out amount vs. cash received

• Any optional add-ons (if applicable)

This ensures every borrower knows:

“How much am I paying?”“When am I paying it?”“What am I paying for?”

No surprises. No hidden fees. No unclear computations.

This level of disclosure reflects the same transparency standards upheld by global microfinance leaders and consumer-protection frameworks.

3. Respectful, Dignified, and Human Collections

Collections must always follow one principle:

Respect the customer. Respect the community. Respect the livelihood.

UNA enforces a strict Respectful Collections Policy, grounded in:

• No harassment

• No shaming

• No threatening language

• No public confrontation

• No pressure tactics

• No unauthorized visits

Instead, our field teams focus on supportive engagement, helping borrowers stay on track through:

• Friendly reminders

• Constructive conversations

• Situation-based rescheduling when appropriate

• Ensuring customers feel guided—not pressured

This strengthens long-term trust and maintains the dignity of every borrower we serve.

4. Privacy & Data Safety (DPO Oversight)

UNA is committed to protecting customer information in full compliance with the Data Privacy Act of the Philippines.

Our Data Protection Officer (DPO) oversees:

• Secure collection of customer information

• Controlled data access for authorized personnel

• Proper handling of IDs, forms, and account details

• Protection against unauthorized disclosure

• Transparent data practices

We secure customer information with the same rigor as major financial institutions. Borrowers trust us with sensitive data, and we safeguard it with disciplined governance and robust internal controls.

5. A Customer-First Culture Built on Accountability & Ethics

Protecting our customers means:

• Lending responsibly

• Ensuring affordability

• Aligning payments with daily income cycles

• Respecting borrower boundaries

• Securing personal data

• Building long-term financial resilience

It also means delivering every loan under the values that define UNA:

Fair. Transparent. Human.

Our officers are trained not only in compliance, but also in empathy—an essential attribute when serving small-business owners supporting their families and local communities.

6. Benchmarking Against Global Best Practices

UNA aligns its customer protection standards with global principles used by reputable microfinance institutions worldwide, including:

• Transparent pricing

• Respectful collections

• Data privacy and consent

• Human-led lending decisions

• In-person engagement

• Cash-flow-based affordability assessments

These principles reflect global best practices while being adapted to the context of Filipino micro-retailers, palengke vendors, community shops, and women-led enterprises.

Our Promise

Customer protection is not a section of our policy manual—it is the foundation of our promise to the communities we serve.

We commit to ensuring:

• Transparent loan pricing

• Respectful and humane treatment

• Data privacy and customer rights

• Clear communication

• Human-centered lending decisions

• Safe, ethical, responsible financing

At UNA, protecting our customers means protecting the lifeblood of our communities: micro-entrepreneurs, women-led small businesses, and everyday Filipinos working hard to build better futures.