What is a complaint?
A complaint is a formal report you file when you have a concern about a collection partner handling your cases. You can file a complaint about issues such as communication problems, collection practices, billing disputes, data quality concerns, or missed deadlines.
Each complaint is assigned a unique reference number so you can track it throughout the process.
When you file a complaint, you select a category that best describes the issue:
Category | Use when |
Slow or no communication | The partner is unresponsive, unclear, or unprofessional in communication |
Lack of collection activity | Collection methods or tactics raise concerns |
Payment or fee issue | Fees, charges, or billing accuracy is disputed |
Privacy or data concerns | Data accuracy, wrong debtor information, or missing documentation |
Delays or missed deadlines | Progress is slow or deadlines were missed |
Other issue | Anything not covered above |
To file a complaint, see Clients: File a complaint about a collection partner.
Why it matters
The complaint process gives you a structured way to raise concerns and hold collection partners accountable. Debitura reviews every complaint, ensures the partner is notified, and makes a final decision on the outcome. Upheld complaints affect the partner's compliance record on the platform.
How the complaint process works
Every complaint moves through a defined lifecycle with seven possible statuses. Here is what happens at each stage.
1. Submitted
Your complaint has been received. Debitura begins an initial review to assess whether the complaint meets the criteria for further investigation.
You receive: a "Complaint Received" confirmation email with your reference number.
2. Under Review
A Debitura administrator is assessing the complaint. At this stage, the administrator may accept the complaint for investigation or decline it if it does not meet the criteria.
3. Awaiting Response
Debitura has accepted the complaint for investigation. The collection partner has been notified and given 10 calendar days to respond.
You receive: an "Investigation Started" email confirming the partner has been notified.
4. Response Received
The partner has submitted their response, or the 10-day deadline has passed without a response. If the partner does not respond within the deadline, the complaint automatically moves to this stage. Debitura then reviews all information to reach a decision.
Possible outcomes
Every complaint ends in one of three outcomes:
Upheld - the complaint is valid. The partner's compliance record is affected based on the assigned severity.
Declined - the complaint is not substantiated. No impact on the partner.
Withdrawn - you withdrew the complaint before a decision was reached. No impact on the partner.
Email notifications
You receive automatic email updates at key points in the complaint process:
When you receive it | |
Complaint Received | Immediately after you submit the complaint |
Investigation Started | When Debitura accepts the complaint and notifies the partner |
Complaint Declined | If the complaint is declined during initial review |
Complaint Resolved | When a final decision is made (upheld or declined after investigation) |
What to expect
After you file a complaint, Debitura handles the review process. You do not need to contact the collection partner directly. You can track the current status and view complaint details from your Complaints page in the Debitura portal.
If the complaint is accepted for investigation, the partner is given 10 calendar days to respond. After their response (or after the deadline passes), Debitura reviews all the evidence and reaches a final decision. Both you and the partner are notified of the outcome by email.