Complaints and Support Policy

A user can contact SureWorkers support through the app, email, WhatsApp support channel, or the booking/dispute page where available.

A serious complaint should include account email, phone number, booking ID, escrow reference if available, transaction date, amount, screenshots, and a clear description of the issue.

SureWorkers should acknowledge serious complaints with a tracking reference and expected response timeline.

Complaints involving money movement, payout accounts, escrow release, identity misuse, or fraud should be routed to operations, finance, risk, or compliance as appropriate.

Simple support questions may be resolved quickly. Payment, bank, escrow, fraud, or identity issues may take longer because SureWorkers may need to work with payment protection providers, banks, verification partners, or compliance reviewers.

Users should receive updates when a complaint needs more time or more evidence.

If a complaint involves a regulated financial institution and remains unresolved after the SureWorkers complaint process, the user may have the right to escalate through that institution's complaint channel and applicable regulator.

SureWorkers should keep complaint logs and staff action logs for audit and quality improvement.