Problem
A client contacts you with one of the following concerns:
Fee dispute: The client questions the success fee percentage, additional charges, or how fees were calculated.
Withdrawal request: The client wants to withdraw a case before the collection period ends.
Service complaint: The client is dissatisfied with communication, updates, or the collection approach.
Likely causes
Fee disputes often arise when clients do not fully understand the fee structure agreed upon in the Standard Debt Collection Agreement (SDCA). Common misunderstandings include:
How success fees are calculated based on claim size, jurisdiction, and debt age
Age-based fee surcharges (additional 10% for claims older than 12 months, additional 20% for claims older than 24 months)
Partner-added fees (interest, late fees) that are retained by the partner as permitted by local law
Withdrawal requests typically occur when clients are unaware of collection period and exclusivity rules. The SDCA grants partners a six-month exclusive collection period. During this period, clients cannot withdraw without paying the full success fee. The period extends by 12 months if the debtor makes a payment, signs a payment agreement, or provides a written promise to pay.
Service complaints may arise from delayed updates, unmet expectations about collection activity, or communication gaps.
How to resolve
Follow these steps to address the dispute professionally:
Step 1: Acknowledge and clarify
Respond to the client within two working days. Confirm you have received their concern and ask clarifying questions if needed. Use the in-platform chat on the relevant case (open the case from Cases Received) to keep all communication in one place.
Step 2: Reference the SDCA terms
All fee structures, collection period rules, and obligations are defined in the Standard Debt Collection Agreement (SDCA). Both you and the client signed this agreement before case assignment. You can view your signed version at Contracts.
For fee disputes, point the client to the specific SDCA sections covering:
Success fee rates by claim size and jurisdiction (Section 03)
Age-based surcharges (Section 03.e)
Partner-added fees such as interest and late charges retained by the collector (Section 03.h)
For withdrawal requests, explain:
During the six-month collection period, the client may not withdraw without paying the full success fee (SDCA Section 06.d)
After the collection period ends, the client may withdraw freely without fees
📋 Non-Exclusive Partners
If you operate as a non-exclusive (Legal Network) partner, your pricing is based on custom quotes rather than standard SDCA rates. Reference the specific quote the client accepted when addressing fee questions.
Step 3: Provide a written summary
If the client remains unsatisfied after your initial response, send a written summary through the platform chat that includes:
The specific SDCA clause(s) that apply
A breakdown of the fees or timeline in question
Any actions you have taken on the case
Step 4: Work toward resolution
Debitura operates as a software platform connecting clients with collection partners. The contractual relationship for debt collection is directly between you and the client. Debitura does not provide legal advice and is not a party to fee or service disputes between partners and clients.
In most cases, referring the client to the signed SDCA terms resolves the concern. If the client believes you have not met your obligations under the agreement, they may submit a formal complaint through the platform.
Escalation
If the steps above do not resolve the issue, or if you believe the client's complaint involves a platform-level concern rather than a partner-client contractual matter, contact Debitura support. Include:
The Case ID and client name
A summary of the dispute and steps you have taken
Copies of relevant chat messages or documents
For disputes involving legal interpretation of the SDCA between a client and partner, the SDCA specifies that such disputes are governed by the laws of the jurisdiction where the partner is incorporated (Section 15.a).