Complaints Process
If you have a complaint this sets out the process for you telling us about it, how we will handle it and what you can do if you are dissatisfied with the outcome.
Tell us via
Email: support@airwallex.com
Online Form: Help Centre Or at https://www.google.com/url?q=https://help.airwallex.com/hc/en-gb/requests/new?ticket_form_id%3D10240018199183&sa=D&source=docs&ust=1753754210416803&usg=AOvVaw3a4LuqDEGE5L5aqco3osUU
We will
- Within 2 Business Days acknowledge your complaint by email
- Investigate your complaint - we may ask you for more information during this process
- within 20 Business Days provide you a Final Response unless the complexity of the matter requires a longer period, in which case we will inform you.
If you are dissatisfied with the outcome, you can refer the matter to the Financial Industry Disputes Resolution Centre Ltd (FIDReC) of which we are a member.