Agency trust scores.
Real accountability.

Scores combine four things: payment reliability (40%), admin burden how much unnecessary paperwork they pile on (25%), CF year support quality (20%), and how fast they respond to complaints (15%). Scores update whenever new complaints come in or get resolved. An agency with zero complaints keeps its score from initial evaluation.

Yes. We never share your name or contact info with the agency. The complaint is sent under a ticket number with your issue type and description only. If your description includes very specific details like exact dates and amounts, a diligent agency might guess, so keep it general if you want to stay anonymous.

We send the agency a formal email within 24 hours citing your ticket number and issue category. They have 48 hours for payment issues and 5 business days for everything else. If they don't respond, we follow up directly and flag the unresolved complaint publicly against their score.

Complaints are between EI Match and the agency, not you and the agency. We act as the intermediary. Many therapists file while still working with an agency because the complaint is handled professionally, not personally. That said, use your judgment about timing if you're still on their caseload.

Yes, payment complaints are the most common and most impactful thing you can file. Even a single unresolved payment complaint moves an agency's score. If it resolves within 48 hours, the score impact is minimal. If it doesn't, it's permanent and public. Agencies know this, which is why late payment complaints get resolved faster than anything else.