Filing a Complaint Against a Notary

If you have experienced serious misconduct, unprofessional behaviour, or a breach of duty by a notary on the NotariseIt 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 vs. platform problems

Three different concerns, three different routes:

• A notary's professional conduct — a formal complaint. This page.
• A disappointing but not improper experience — use the star rating that appears at the end of your session, or the link in your feedback email. See Rating Your Notary.
• A platform problem — a bug, a billing question, account access — use Report an Issue at the bottom of the sidebar and choose Platform / General Issue. The team responds within 48 hours.

All three live behind the same Report an Issue control, so you do not have to remember which is which — pick the one that describes your concern and it is routed correctly.

How to file a complaint

Complaints are filed in the app, so they are tracked rather than sitting in an inbox.

1. Click Report an Issue at the bottom of the dashboard sidebar.
2. Choose Complaint About a Notary.
3. Select the notary from the list — it shows the notaries you have actually worked with.
4. Choose the session it is about, if there is one. The list shows that notary's sessions by the same reference your Sessions page uses (#621EDA83), with the date.
5. Describe what happened, in 20 to 200 characters.
6. Click File Complaint.

Your complaint goes straight to the compliance team.

Name the session if you can

A session reference lets our compliance team open the video recording of that session directly, rather than working out which one you mean. It is the single most useful thing you can give us.

The list changes when you change the notary, because references belong to one notary's sessions — so pick the notary first.

Why 200 characters

What you write here is a referral, not the case file. Compliance reads it, then contacts you and the notary for the detail — so a couple of sentences naming what happened and when is all it needs to reach the right person. Please do not paste transcripts or long histories; you will be asked for anything further during the review.

You can only complain about a notary you have had a session with

The list is drawn from your own history — every notary you have held a session with, plus any you paid for a booking with even if the session never took place. Cancelled and refunded bookings are included, and it is not limited to recent ones.

A booking you started but never paid for does not count, and neither does a notary you have only browsed. If the notary you want to raise a concern about is not in the list, use Platform / General Issue instead, or email [email protected] directly.

Tracking your complaint

Open Report an Issue → View my reports and their status.

Each complaint shows:

Status	Under review while compliance is working on it, Closed once resolved.
Filed date	When you submitted it.
Your description	What you told us.
Outcome	The compliance team's resolution notes, once the complaint is closed.

You do not need to chase for an update — the status and the outcome appear here as the complaint progresses.

Under Regulation 16(1) you may also raise a complaint about a notary directly with the Chief Registrar. Where a matter concerns a notary's fitness to hold their commission, we will refer it on.

What happens after you submit

Once your complaint is received:

• Our compliance team reviews it under Regulation 16.
• The notary is notified that a complaint has been filed against their account.
• A compliance officer 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.

Response time

We aim to respond to every complaint within 48 hours. Complex cases can take longer to resolve in full — we will keep you informed of progress.

Confidentiality

Your complaint details are reviewed only by NotariseIt 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]

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