Respond to a formal complaint a collection partner has filed about your conduct on a case. Debitura reviews the partner's filing first and only tells you about it if it accepts the complaint for investigation; you then have 10 days to give your side before Debitura decides.
How you're notified
You won't know about a complaint until Debitura has reviewed it and decided to open an investigation - a complaint Debitura declines at that first review never reaches you.
Once Debitura accepts it, your office email and all Admin users on your account receive a "response needed" email with the complaint reference, category, the 10-day deadline, the partner's name, and any note Debitura added. The same recipients get a reminder 3 days before the deadline, and the final outcome once it is decided. There is no per-user assignment on your side, so these always go to the office email and Admin users, not to one specific person.
A "Respond to complaint" task also appears on your Tasks page and on the case itself, due 3 days before your response deadline. It clears automatically once you've responded or Debitura has resolved the complaint.
Respond to the complaint
Open the complaint. Go to Complaints in the profile menu and select the "Filed against us" tab, or use the "View Complaint" action on the task. Anyone on your account - Admin or User - can open and respond to it; there is no extra permission needed beyond normal portal access. The page shows the partner's filing - category, related cases, their description, desired outcome and any documentation - plus a note from Debitura if one was added when the complaint was accepted.
Write your response. While the complaint shows "Needs Response," click Write response. The Respond to complaint dialog shows the response deadline and any note Debitura added for you; enter up to 10,000 characters under Your response and, optionally, add documents of up to 25 MB each under Documentation.
Submit. Click Submit response. You can only submit once, and no more files can be added afterward. The complaint moves to "Under Review," your response is shown on the page as read-only, and the page explains Debitura's next steps: it reviews your response and documentation, then shares its decision with you and the partner.
If you miss the 10-day deadline, your response is still accepted for as long as Debitura has not yet resolved the complaint without one - the deadline is when Debitura becomes free to decide without you, not a hard cutoff on being heard.
The decision
Once Debitura resolves the complaint, the page shows its decision and the decision date, Debitura's assessment, your own response and documentation, and a scope note confirming the decision concerns your conduct under the service agreement and platform remedies only - not whether the debt is owed or any invoice is valid.
There is no score or penalty-point figure on your side: a complaint a partner files about you has no automatic score or platform consequence of its own.
Edge cases
If your account is blocked from submitting new cases, that does not affect your ability to view or respond to a complaint filed about you - complaint access stays open on both sides regardless of blocks.
Related reading
For the client-initiated side of complaints and what filing looks like: Clients: How complaints work
For the shared lifecycle, categories and severity model behind every complaint: Complaint management: how complaints are handled in Debitura