Frequently Asked Questions

LexisScore is a consumer review and complaint platform specifically designed for financial service providers. We help consumers make informed decisions by providing transparent credibility ratings, verified customer reviews, and a public complaint resolution system.

Our proprietary Credibility Score algorithm analyzes customer reviews, complaint resolution rates, business practices, and track records to give each company an objective rating from 0-100. This helps you quickly identify trustworthy financial service providers.

Yes! LexisScore is 100% free for consumers. You can browse reviews, check credibility scores, file complaints, and access all our resources without any fees or subscriptions.

We believe transparency and consumer protection should be accessible to everyone. Our platform is funded through partnerships and optional business services, never through consumer fees.

You can browse reviews and credibility scores without an account. However, creating a free account allows you to:

• Submit reviews and rate companies
• File and track complaints
• Vote on other users' reviews and complaints
• Save favorite companies for quick access
• Receive notifications about complaint responses

Creating an account takes less than 2 minutes and requires only an email address.

LexisScore covers a wide range of financial service providers, including:

• Banks & Credit Unions
• Mortgage Lenders
• Investment Firms
• Insurance Companies
• Credit Card Issuers
• Financial Advisors
• Loan Providers
• Payment Processors

Filing a complaint on LexisScore is straightforward:

1. Go to our Complaints Page or search for the company
2. Click "File a Complaint" and create a free account (if you haven't already)
3. Fill out the complaint form with detailed information about your issue
4. Include relevant documentation (receipts, contracts, correspondence)
5. Specify what resolution you're seeking
6. Submit your complaint - it will be publicly visible and sent to the company

Your complaint becomes part of the company's public record and influences their Credibility Score. Companies are notified immediately and encouraged to respond within 48-72 hours.

Here's what happens after you submit a complaint:

• Immediate Visibility: Your complaint is published on the company's profile page
• Company Notification: The company receives an email alert about your complaint
• Public Tracking: Other users can view and vote on your complaint
• Company Response: Companies typically respond within 48-72 hours
• Resolution Updates: You can update the complaint status when resolved
• Score Impact: Unresolved complaints negatively affect the company's Credibility Score

You'll receive email notifications at each step. Our public complaint system creates accountability and motivates companies to resolve issues quickly.

Response times vary by company:

• Top-Rated Companies (Score 80+): Usually respond within 24-48 hours
• Good Companies (Score 60-79): Typically respond within 2-5 business days
• Average Response Time: 3-7 business days across all companies
• Some Companies: May never respond, which significantly impacts their score

Our algorithm tracks response times and resolution rates, which directly affect each company's Credibility Score. Companies with consistently poor response times see their scores decrease.

If a company doesn't respond within 14 days, the complaint is automatically marked as "Unresolved" and has a stronger negative impact on their credibility rating.

Yes! Keeping your complaint updated is important for accuracy. You can:

• Add comments to provide updates or additional information
• Change the status from "Open" to "In Progress" to "Resolved" or "Unresolved"
• Rate the company's response and resolution efforts
• Upload additional documentation as needed

If the company resolves your issue satisfactorily, please update the complaint to "Resolved." This helps maintain accurate credibility ratings and shows other consumers that the company takes complaints seriously.

Resolved complaints still remain visible as part of the company's transparent public record, but they positively impact the company's resolution rate percentage.

Please DO NOT include sensitive personal information in your public complaint, such as:

• Full account numbers (you can include last 4 digits only)
• Social Security numbers
• Passwords or PINs
• Full credit card numbers
• Private medical or financial details

You can describe your issue in detail without exposing sensitive information. For example, say "my checking account ending in 1234" instead of providing the full account number.

If you accidentally include sensitive information, you can edit your complaint immediately. Our moderation team also monitors for exposed personal data and will redact it to protect your privacy.

Creating a LexisScore account is quick and free:

1. Click "Sign Up" in the top navigation or on any page requiring an account
2. Enter your email address and create a secure password
3. Verify your email address by clicking the link we send you
4. Complete your profile with basic information (optional but recommended)

That's it! You can now write reviews, file complaints, vote on submissions, and track your activity.

We only require an email address for account creation. We never sell your personal information to third parties.

We take your privacy seriously. Here's what is and isn't visible:

You control your display name and can choose to remain as anonymous as possible while still contributing verified reviews and complaints.

To update your account credentials:

1. Log in to your account
2. Click on your profile icon in the top right corner
3. Select "Account Settings"
4. Navigate to "Security" to change your password
5. Navigate to "Email Settings" to update your email address

For security, changing your email address requires verification of both the old and new email addresses.

If you've forgotten your password, click "Forgot Password" on the login page and we'll send you a reset link via email.

Yes, you have the right to delete your account at any time. Here's what happens:

• Your account and personal information (email, name, etc.) are permanently deleted
• Your reviews and complaints remain visible but are anonymized (showing as "Former User")
• This maintains the integrity of credibility scores while respecting your privacy
• The deletion process is irreversible and takes effect within 30 days

We keep reviews/complaints visible (but anonymized) because they impact company credibility scores and help other consumers make informed decisions.

To delete your account, go to Account Settings > Privacy > Delete Account, or contact us at [email protected].

By default, you'll receive email notifications for:

• Company responses to your reviews or complaints
• Updates on complaint status changes
• Resolution offers from companies
• Important account security alerts

You can customize your email preferences in Account Settings > Notifications. Options include:

• Essential notifications only (responses to your activity)
• Weekly digest of activity
• Monthly platform updates
• Opt out of all non-essential emails

We never send spam or share your email with third parties. Critical security notifications cannot be disabled to protect your account.

We employ multiple layers of security to protect your personal information:

• Encryption: All data is encrypted in transit (SSL/TLS) and at rest
• Secure Authentication: Industry-standard password hashing and optional two-factor authentication
• Access Controls: Strict internal policies limit who can access user data
• Regular Audits: Third-party security audits and penetration testing
• Compliance: GDPR, CCPA, and other privacy regulation compliance
• No Data Selling: We never sell or rent your personal information to anyone

For detailed information about our data practices, please review our Privacy Policy. If you have security concerns, contact us at [email protected].