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
- Phone: You can raise a complaint via our dedicated complaint phone line: +31 85 0003 369 (8:00-17:00 CET / CEST)
- Email: Email us at support@airwallex.com
We will:
- be in touch within 15 business days to try to resolve your complaint
- If we can't do it in this timeframe for reasons beyond our control, we will notify you of the delay, the reasons for the delay and the deadline for our final response
- At no point shall this deadline exceed 35 business days
If you are dissatisfied with the outcome you can refer your complaint to Kifid (Klachteninstituut Financiële Dienstverlening), subject to eligibility and time limits.
Details of how to escalate and eligibility criteria are available in our main complaints article for UK and EU/EEA customers.
See also: Making a Complaint – UK and EU/EEA Customers.
How do I access past versions of the Yield Product Terms (EEA)?
Please click here to download a copy of past customer agreements:
This FAQ is a marketing communication under MiFID II. It is not investment advice or a personal recommendation. Information is provided for general purposes only and may change without notice.
The Yield product is an investment service provided by Airwallex Capital (Netherlands) B.V., which is licensed as an investment firm and regulated by the Netherlands Authority for the Financial Markets (AFM) with AFM licence number 14006498.
Access to the Yield product requires customers to hold and maintain an account with Airwallex (Netherlands) B.V., which is authorised as an electronic money institution and supervised by De Nederlandsche Bank. If your Airwallex account is closed or suspended, access to the Yield product will no longer be available. Staff of Airwallex (Netherlands) B.V. may be remunerated in connection with the distribution of the Yield product. Airwallex has policies and procedures to identify and manage potential conflicts of interest. Further information is available upon request.