Clients: Filing a complaint - limits and what to do if you cannot file
Debitura limits you to one active complaint per collection partner and one active complaint per case. If you are blocked from filing, you can view the existing complaint and, if needed, withdraw it to file a new one.
Why you might be blocked from filing
The system enforces two filing limits to prevent duplicate and overlapping complaints:
One active complaint per collection partner: You can have only one active complaint against a given collection partner at a time. If you already have an active complaint against that partner, the system will reject the new submission and show you the reference number of the existing complaint.
One active complaint per case: Each case can have only one active complaint linked to it at a time. If the case you selected is already attached to an active complaint, the submission will be rejected.
These limits apply only to active complaints - those still in progress (Submitted, Under Review, Awaiting Response, or Response Received). Complaints that have reached a final status (Upheld, Declined, or Withdrawn) do not count toward the limit.
If you file a complaint without linking any cases, only the per-partner limit applies.
How to view the existing complaint that is blocking you
When a filing is blocked, the system displays the reference number of the active complaint (format: C-YYYY-NNNNNN). To find it:
Go to the Complaints page in the Creditor Portal, or open the case detail page for any case linked to the complaint.
Look for the complaint matching the reference number shown in the rejection message.
Review the complaint's status, category, and creation date to confirm it is the one blocking your new filing.
For details on complaint statuses and what each one means, see How complaints work.
How to unblock by withdrawing the existing complaint
If the existing complaint is no longer relevant, you can withdraw it and file a new one:
Open the active complaint from the Complaints page or the case detail page.
Withdraw the complaint. You can withdraw at any point before a final decision is made.
Once withdrawn, you are immediately eligible to file a new complaint against the same partner or case. There is no waiting period.
For step-by-step instructions on filing a new complaint after withdrawing, see File a complaint about a collection partner.
Quick reference
Final statuses that free the limit: Upheld, Declined, or Withdrawn.
For a full overview of the complaint process, see Complaint management: how complaints are handled in Debitura.