File a formal complaint about a client whose conduct broke the rules of the platform. Debitura reviews the complaint, the client is given a chance to respond, and Debitura decides - this process never rules on whether a debt is owed or an invoice is valid.
Before you file
Two things can stop you from filing:
You can't file about a shadow client (a client with no login of its own). The Report an issue action shows a "Formal complaint unavailable" notice pointing you to [email protected] instead.
You can have only one active complaint about a given client at a time. If one is already open, the portal shows you its reference and status instead of the form. Once it is resolved (upheld or declined), you can file about the same client again right away.
Filing also requires an active relationship with the client (not archived by either side) and, when filing from a case, that the case is directly assigned to you and not still pending Debitura's internal verification.
File the complaint
Open Report an issue. Use the Actions dropdown on the client's page, or on a case page for a case assigned to you (the case is pre-selected in the form).
Pick a route. The routing screen asks you to pick the closest match. Under "The client broke the rules," choose from: gave incorrect or incomplete case information; didn't disclose a payment, settlement or dispute; hasn't paid money they owe you; contacted the debtor or interfered with your work; won't respond or cooperate; or abusive or bad-faith conduct. If none of those fit, choose "My issue isn't on this list." These routes go straight to the complaint form. Unlike when a client complains about a partner, there is no extra screen asking whether you would rather leave a review instead, and no automatic check on what you write. (If your issue is really a question about the case, or something a case action can fix, the same screen offers two support routes that do not create a complaint.)
Fill in the form. Cases are optional (pre-filled when you opened from a case page); description is required (up to 10,000 characters); desired outcome is optional (up to 5,000 characters); you can attach up to 10 documents of up to 25 MB each.
Submit. You'll see a confirmation with your complaint's reference number.
What happens after you file
The confirmation screen lays out three steps: Debitura reviews your complaint and may ask for more details; the client is notified and given 10 days to respond; Debitura assesses everything and emails you the outcome.
Track complaints you have filed on the standalone Complaints page in the profile menu, under "Complaints filed by us" - separate from your Performance section. You'll see your own filing there from the moment you submit it, including while Debitura's initial review is still underway.
While it is open, the status reads "Under review" (Debitura is assessing it) or "Under investigation" (the client has been asked to respond). Once decided, it reads "Resolved," and a decision banner spells out what actually happened: "{Severity} violation by the client" for an upheld complaint, or "Complaint dismissed" / "Outcome: {Severity}" when there is no adverse finding. (The banner logic also has a "Complaint withdrawn" label - that is legacy only; no current action lets either you or the client withdraw a complaint.)
Below the banner you'll find Debitura's assessment, the outcome and action Debitura decided on for the client, the client's response and any documentation they submitted, and a scope note confirming the determination only covers platform remedies - not whether the debt is owed or the invoice is valid.
There is no score or compliance-point impact on the client for a complaint you file - the outcome is Debitura's written determination and whatever action Debitura takes on the client's account, not a scoring event. And once you have filed, you cannot withdraw the complaint from the portal.
Related reading
See how it works when a client complains about you instead, including the score impact: Collection Partners: How complaints work
For the shared lifecycle, categories and severity model behind every complaint: Complaint management: how complaints are handled in Debitura