Goal
Submit a complaint about a collection partner, including selecting a category, describing the issue, optionally linking related cases, and attaching supporting evidence. Please note that complaints must match the defined categories, and only material breaches with the Standard Debt Collection Agreement qualify for a formal complaint.
Steps
Open the complaint form.
From a case detail page or partner context, select "actions" and then "report issue". A complaint form will open.
Link related cases (optional).
Use the case selector to link 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. You can also skip this step if the complaint is not tied to specific cases.Choose a complaint category.
Select the category 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
Describe the issue.
Write a clear description of what happened (up to 10,000 characters). Include specific dates, what you expected, and what actually occurred.Describe your desired outcome (optional).
If you have a preferred resolution in mind (for example, a refund, a new partner, or case withdrawal), describe it here (up to 5,000 characters).Attach supporting files (optional).
Upload documents or screenshots that support your complaint. You can attach up to 10 files (maximum 10 MB each). Accepted formats: PDF, DOC, DOCX, JPG, JPEG, PNG, and TXT. Drag and drop files into the upload area or click to browse.Submit the complaint.
Review your entries, then submit. 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 and may reach out for additional details. 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.