Goal
Submit a complaint about a collection partner, including selecting a category, describing the issue, linking the related case(s), and attaching supporting evidence. Please note that complaints must match the defined categories. Any dispute regarding a collection partner's conduct on a case can be raised through the complaint process.
Before you start
You can only file a complaint once the collection partner has accepted your case (status: Active or later). While the case is still in Pending Verification, the partner has not yet accepted it and the Report Issue option will not appear in the Actions menu.
For questions or concerns while a case is in Pending Verification, use the case chat to reach the partner directly. The complaint option becomes available once the partner accepts the case.
Steps
1) Open the complaint form.
From a case detail page or partner context, select Actions and then Report Issue. A form titled File a complaint will open.
2) Select the case(s).
In the What case(s) is your complaint about? field, use the case selector to add one or more cases to the complaint. You can select individual cases or choose "All cases with this partner." If you opened the form from a specific case, that case is pre-selected. At least one case must be linked to submit the complaint.
3) Choose a category.
In the What type of issue are you reporting? dropdown, select the option that best describes the issue:
Slow or no communication
Lack of collection activity
Payment or fee issue
Privacy or data concerns
Delays or missed deadlines
Other issue
4) Describe your complaint.
In the Describe your complaint field, write a clear account of what happened (up to 10,000 characters). Be specific: include dates, what you expected, and what actually occurred.
5) Describe the outcome you'd like (optional).
In the What outcome would you like? field, describe your preferred resolution if you have one in mind (for example, a refund, a new partner, or case withdrawal). Up to 5,000 characters.
5) Attach documentation (recommended).
In the Documentation section, upload documents or screenshots that support your complaint. You can attach up to 10 files (maximum 25 MB each). Accepted formats: PDF, DOC, DOCX, JPG, JPEG, PNG, and TXT. Drag and drop files into the upload area or click to browse.
6) Submit the complaint.
Review your entries, then click Submit complaint. Both the category and description fields are required before you can submit.
Result
After submission, a confirmation screen shows your complaint reference number (for example, C-2026-001234). You will also receive a confirmation email. Debitura will review your complaint within 1 week and respond via email. The collection partner will be notified and given time to respond, after which Debitura will assess the situation and email you the outcome.
For a full explanation of what happens after you file a complaint, including the review process, possible outcomes, and email notifications, see How complaints work.
Good to know
You can view all your filed complaints and their current status from the Complaints page in the platform.
Each complaint receives a unique reference number you can use when contacting support.
After submitting, you can still view the complaint details, linked cases, and any files you uploaded from the complaint detail page.
Severity levels: Upheld complaints are classified as Minor, Medium, or Severe. Only Severe complaints trigger financial consequences — the Client may close or withdraw affected cases without paying the Success Fee or Withdrawal Fee. Minor and Medium complaints affect the partner's quality score only.