Filing a Complaint Against a Notary

If you have experienced serious misconduct, unprofessional behaviour, or a breach of duty by a notary on the Notarise It© platform, you have the right to file a formal complaint. The complaint mechanism is provided in accordance with Regulation 16 of the Notaries Public Professional Practice Regulations 2026.

When to file a complaint

A complaint is the appropriate channel for serious concerns, such as:

• Unprofessional or improper conduct during or outside a session
• A notary refusing to conduct a lawful notarisation without good reason
• Breach of confidentiality or misuse of your personal information
• Conduct you believe violates the notary's professional obligations

Complaints vs. ratings

If your session was simply delayed or you found the experience unsatisfactory, a star rating (Dashboard → Sessions → Rate) is the right tool. Ratings give notaries direct feedback and inform other clients. Reserve formal complaints for genuine professional conduct concerns.

How to file a complaint

1. Go to Dashboard → Complaints → New Complaint.
2. Select the notary you are complaining about from your session history, or search by name.
3. If the complaint relates to a specific session, you can link it — this is optional.
4. Write a clear description of what happened (minimum 20 characters, maximum 4,000).
5. Click Submit Complaint.

You will receive an on-screen confirmation and a reference number by email.

What happens after you submit

Once your complaint is received:

• Our compliance team is notified immediately.
• The notary is notified that a complaint has been filed against their account.
• A compliance officer will review the complaint and may contact you or the notary for further information.
• When the review is complete, you will receive an email notification that your complaint has been closed, along with any notes from our team.

Review timeline

We aim to complete all complaint reviews within 10 working days. Complex cases may take longer — we will keep you informed.

Tracking your complaints

All complaints you have filed are visible under Dashboard → Complaints. Each complaint shows:

• The notary it was filed against
• The date it was submitted
• The current status: Open or Closed
• Any resolution notes once it has been reviewed

Confidentiality

Your complaint details are reviewed only by Notarise It© compliance staff. The notary is informed that a complaint has been made but the full text of your complaint is used for internal review only and not shared verbatim.

If you need immediate assistance

For urgent matters — including any safety concerns — contact us directly:

• Email: [email protected]
• Compliance: [email protected]

Notarise It© takes all complaints seriously and is committed to upholding the integrity of the notarisation process in Nigeria.