This paper reveals how the automatising of protocols ignited a public conflict between Dutch banks and their Small and Medium-sized Enterprise (SME) clients in the years after the Global Financial Crisis. The bank’s “infirmary departments” for Financial Restructuring and Recovery (FR&R) were accused …

In the Netherlands a large number of households is overindebted. Despite the economic prosperity, 20% of the households has to deal with large debts. Dissatisfaction with the position of debtors has grown in recent years. Numerous initiatives are being launched to improve their position. New legislation …