How SafeKip handles complaints

A complaint is any expression of dissatisfaction about SafeKip services, including account access, transaction status, funding confirmation, inspection flow, dispute handling, verification, payout delays, fees, support response, privacy, or security concerns.

Users should submit complaints through in-app support where available, or by emailing support@safekip.com. Include your registered email address, transaction reference where applicable, a clear description of the issue, dates, screenshots, receipts, and any evidence that can help review the matter.

SafeKip will aim to acknowledge complaints promptly and provide a case reference or clear response path. Urgent complaints involving account takeover, suspected fraud, active escrow funding, or withdrawal risk may receive priority handling.

We may review account records, transaction logs, payment references, notifications, support messages, dispute evidence, verification history, payout details, and relevant staff actions before responding. We may ask for additional information if the complaint cannot be resolved from existing records.

SafeKip will aim to resolve ordinary complaints as soon as reasonably possible. More complex issues involving banks, payment partners, fraud review, disputes, identity checks, or legal requests may take longer, and we will provide updates where appropriate.

If a complaint is not resolved to your satisfaction, you may request internal escalation. Where the issue relates to a regulated banking or payment service provided by a partner institution, SafeKip may guide you on the appropriate partner or regulatory escalation channel.

A transaction dispute between buyer and seller should be opened through the escrow dispute flow during the inspection period. Complaints about SafeKip service quality can be reviewed separately from the evidence-based transaction dispute outcome.

SafeKip keeps complaint records for audit, compliance, service improvement, fraud prevention, and user protection. We aim to handle complaints without discrimination and with clear communication to the affected user.

Privacy or data rights complaints may be sent to privacy@safekip.com. We may ask you to verify your identity before disclosing account information or acting on a data rights request.