1. Submit your complaint
Use the contact form and select “Complaint”, or write to the registered office. Include your name, account email, any transaction reference, what happened, relevant dates and the resolution you are requesting. Avoid passwords and unnecessary sensitive documents.
2. What happens next
Your submission receives a reference and is added to the support queue. The operator should acknowledge receipt, identify a reviewer and explain any information needed. The current development build does not promise a staffed response deadline; response targets must be approved before launch.
A transaction dispute follows the dispute process and pauses eligible settlement. A service complaint alone is not the same as opening a dispute. If funds are at issue, also use the dispute action in the funded transaction.
3. Review and escalation
The reviewer should examine the agreement, transaction history and your evidence, and provide a reasoned response with any corrective action. If you remain dissatisfied, request a further review and explain which facts or outcome you challenge.
Do not assume Financial Ombudsman Service coverage or another statutory scheme applies. Access to any external complaint body depends on the actual service and its permissions. Nothing in this procedure restricts applicable legal rights. Privacy concerns may also be raised with the UK Information Commissioner’s Office.
Write to ESCROW LONDON LTD, The Grange – Level 5, 100 High Street, Level 5, London, England, N14 6BN, or use the Contact page with the relevant transaction reference. Do not send passwords, recovery codes, private keys or full identity documents through general support messages.