When silence meets strategy: A recovery story told in 16 days
Background
Harrow Group Ltd, a Dubai-based manufacturer specialising in fashion garments, leather footwear, accessories and home furnishings had shipped a consignment to a UK-based customer. Known for its design intricacy, ethical sourcing and commitment to transparency, the company provide clients with full visibility across sampling, production and shipping.
In this case, the goods were held at port pending payment as per agreed contact terms, with the company retaining control of the shipping documents until settlement was received. Despite clear communication and access to shipment status, the customer delayed payment – placing a strain on cash flow and operational excellence.
The challenge
The UK customer was unresponsive, ignoring repeated attempts to engage and delaying payment without justification. With the goods stranded and no legal action yet underway, the situation required urgent intervention.
Harrow Group needed the support and expertise of a debt collections partner who could act swiftly and maintain clear communication throughout. The challenge wasn’t just about recovering funds – it was about preserving the integrity of a transaction built on transparency and trust.
To protect its position and expedite resolution, Babar Jamal, Managing Director of the Harrow Group instructed Hilton-Baird Collection Services to engage in recovery activity.
The solution
Hilton-Baird Collection Services took immediate ownership of the case, initiating structured contact with the debtor through persistent and timely follow-ups. Despite the initial silence, the team remained focused and diplomatic, strategically applying the commercial leverage of the unreleased shipping papers to encourage swift payment from the debtor.
Throughout the process, Hilton-Baird maintained close communication with Harrow Group, providing regular updates and strategic guidance to ensure transparency and confidence.
No legal action was required. Within just 16 days of instruction full payment of circa £9k, plus interest was received in full.
The result
Harrow Group was repaid in full and the goods were released without the need for potentially costly legal escalation. The speed of recovery and the clarity of communication throughout the process were key to a successful conclusion for Harrow Group. Managing Director, Babar Jamal of Harrow Group Ltd comments:
“Hilton-Baird acted with urgency and professionalism, keeping us informed at every step. Their persistence and knowledge delivered results quickly and without conflict. We couldn’t have asked for a better outcome.”
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