Support
Complaints
We are committed to resolving complaints fairly and promptly. If you are dissatisfied with our service, here is how to make a complaint.
What is a complaint?
A complaint is an expression of dissatisfaction about EscrowSign's services, conduct, or decisions. This includes complaints about account decisions, verification outcomes, customer service, fee charges, or platform technical failures.
This process does not cover
- A dispute between you and a counterparty — these must be raised through the dispute workflow inside your transaction
- A matter that is the subject of active court or arbitration proceedings
- A legal or regulatory decision we are required to make without discretion
Our complaints process
Submit your complaint
Use the contact form or write to our complaints address with your account reference, a clear description of the issue, and the outcome you are seeking. The more detail you provide, the faster we can investigate.
Acknowledgement
We will acknowledge your complaint within 2 business days. You will receive a reference number and the name of the person handling your case.
Investigation
We aim to resolve most complaints within 15 business days. Complex matters or those involving third parties may take longer — we will keep you informed of progress.
Our response
We will send a written response explaining our findings, the decision reached, any action we will take, and your options if you remain dissatisfied.
Escalation
If you are not satisfied with our response, you can request a senior management review or refer the matter to the relevant financial ombudsman, supervisory authority, or consumer protection body in your jurisdiction.
Ready to make a complaint?
Use our contact form and select “Complaint” as the subject. Include your account reference and a full description of the issue.
For the full legal text, see our Complaints Policy.