Goal
Report a problem with a collection partner, and file a formal complaint if that is what the situation calls for. Any dispute about a collection partner's conduct on a case can be raised this way. You do not choose a complaint category - the option you pick on the first screen records it for you.
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.
Three further conditions apply:
The case must have a partner assigned, and that partner must be one you have a relationship with. If no partner is assigned, Report Issue is not available.
The case must not already have a decided complaint on it. Once a complaint on a case has been upheld, that case is closed to further complaints. A declined complaint only locks the case if the decline was recorded that way - by default a decline leaves the case open, and the decline email tells you which applies. Withdrawing a complaint always leaves the case open.
You can only have one complaint in progress against a given partner at a time. If you already have one open against this partner, the submission is rejected and you are shown the existing complaint's reference. Once that complaint reaches a final status, you can file about that partner again on a different case. See Filing a complaint - limits and what to do if you cannot file.
For questions or concerns while a case is in Pending Verification, use the case chat to reach the partner directly.
Steps
1) Open Report Issue.
From the case (or from the collection partner's page), choose Actions > Report Issue. The Actions menu also contains Export Documentation, Enter payment and Close case.
2) Pick what is actually wrong.
A screen headed Report an issue opens and asks you to pick the closest match so it can get you to the right place. The options are grouped:
I need something fixed or answered - these route you to the right place at Debitura and do not create a complaint:
I have a question about my case or the process - how something works, what a fee means, or what happens next.
I need to change or close a case - wrong amount, submitted by mistake, already paid, or ready to close.
Something is wrong with how the partner acted - these lead to a complaint:
I haven't received money the partner collected - funds were collected but your share hasn't arrived.
The partner has gone silent - no replies or case updates for a long time.
I disagree with a fee or invoice - you've been charged something you don't think you owe.
The partner did something wrong - aggressive or unlawful behaviour, misleading conduct, or mishandled data.
None of the above:
My issue isn't on this list - tell us in your own words and we will read it and route it ourselves.
The options depend on the case. A closed case shows an option about a closure you do not understand, where a live case shows "I need to change or close a case" instead. Starting from a collection partner's page rather than a case, you see both.
3) Review or complaint.
For The partner has gone silent, The partner did something wrong and My issue isn't on this list, a screen asks what you would like to do - leave a review of the partner, or file a complaint. The two money routes (money not received, and a fee or invoice dispute) go straight to the complaint form.
4) Fill in the complaint form.
The form is headed File a complaint and names the partner it is against, with a note that Debitura will review it within 1 week and respond by email. If you picked the wrong route, use Not what you meant? Choose something else at the top to go back.
What case(s) is your complaint about? (required) - the case you opened the form from is pre-selected. Add more cases if the complaint covers several.
Describe your complaint (required, up to 10,000 characters) - be specific: include dates, what you expected, and what happened. A short hint above this field is tailored to the route you chose.
What outcome would you like? (optional, up to 5,000 characters) - for example a new partner, case withdrawal, or an apology.
Documentation (recommended) - click to upload or drag and drop screenshots, emails or PDFs, up to 25 MB per file.
There is no category to choose. The option you picked on the Report Issue screen already tells us what kind of issue this is. A suggestion may appear proposing a better-fitting option, or offering to put you in touch with Debitura - it is always dismissible and never blocks you from submitting.
5) Submit.
Review your entries and click Submit complaint. The case selection and the description are the required fields.
A complaint reviews the partner's conduct, not the debt or fee amount itself. If your concern is that a fee or invoice is wrong or that you don't owe the amount, a complaint won't resolve that and will be declined - raise it with the partner directly or, if needed, the courts. The exceptions that do belong here: the partner kept money it collected for you, or charged or withheld more than your agreed rate.
Note on contact-method allegations: If your complaint is about how the partner contacted you or the debtor (for example, calls from personal numbers, caller-ID issues, or alleged regulatory breaches), it is taken seriously and sent to the partner for a formal response even if you can't provide documentary proof yourself - the relevant records, such as call logs, are held by the partner, who has a defined window to respond. Attach any evidence you do have, but it is not required for the complaint to be reviewed.
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: An upheld complaint is graded No Penalty, Minor, Medium or Severe. No Penalty means we agreed with you but the circumstances do not warrant penalising the partner. Minor and Medium affect the partner's quality score. Only Severe triggers financial consequences - you may close or withdraw affected cases without paying the Success Fee or Withdrawal Fee.
A complaint is a conduct review, not a ruling on the debt or fee amount. It does not decide whether an amount is owed or an invoice is valid, and does not affect either party's right to seek court relief.