Complaints and disputes procedures at Getscrow

Complaints and Disputes Resolution

At Getscrow, we strive for excellence in service delivery. If we fail to meet your expectations, we invite you to share your concerns. Our complaints and dispute resolution process is designed to be fair, efficient, and transparent.

Prerequisites

An active account with Getscrow is required to submit a complaint.
Ensure your account information is up-to-date before proceeding.

Submitting a Complaint

Send your complaint to support@getscrow.com, our designated email address.

Include:

Your name and address

Email and phone number

User ID

Detailed description of the issue, including:

Incident details (date, time, and description)

Efforts made to resolve the issue

Supporting documents (if applicable)

Complaint Processing

We will acknowledge your complaint immediately upon receipt.

A detailed response will be provided within 15 working days. If circumstances beyond our control prevent this, we will respond within 25 working days.

Our final response will include proposed resolutions and required actions from you.

Response and Resolution

You must respond to our resolution offer within 10 working days. Failure to respond will be considered an indication that the matter is resolved or no longer being pursued.

If you're dissatisfied with our resolution, you may escalate the matter to our parent company's management within 5 working days of receiving our response.

Escalation and Further Dispute Resolution

Address your escalation to management@getscrow.com.

Our parent company's management will review your complaint and propose further dispute resolution and remedial actions.

Commitment to Resolution

By following these procedures, we aim to resolve your complaints efficiently and ensure your satisfaction with our services.