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 below to understand why - there is no way to withdraw it to clear the block; you need to wait for it to reach a final decision, or contact Debitura support.
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.
A complaint is in progress while it is Submitted, Under Review, Awaiting Response or Response Received. What happens when it ends depends on which of the two limits you are looking at.
The per-partner limit is temporary. Once your complaint against a partner reaches a final status (Upheld or Declined - or, on a small number of older complaints, the legacy Withdrawn status), you can file a new complaint about that partner on a different case.
The per-case limit is stricter. A case is closed to further complaints once a complaint on it has been upheld. A declined complaint leaves the case open unless the decline was specifically recorded as final - and the default is to leave it open, so most declines do not lock the case. Your decline email says plainly which applies to you: either that you can raise it again if something changes, or that we consider the matter closed.
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.
If your complaint was declined
If your complaint was declined and the email said you can raise it again, you can file a new complaint on that case directly. If it said the matter is closed, or if your decline predates this being recorded, email [email protected] with your complaint reference (C-YYYY-NNNNNN) and the new facts.
Quick reference
Final status | What it means for filing again on that case |
Upheld | Case permanently closed to new complaints |
Declined | Case usually stays open, and the decline email tells you |
Complaints review a collection partner's conduct - not fee amounts or debt validity. A complaint that is really an amount or validity dispute is out of scope and will be declined. See How complaints work for scope details.
For a full overview of the complaint process, see Complaint management: how complaints are handled in Debitura.