If you'd like to make a complaint relating to Airwallex’s compliance with the Code of Conduct for the Payment Card Industry in Canada (Code of Conduct), please get in touch and we'll look into this for you.
How to get in touch with us
You can contact us by:
(a) emailing us at support@airwallex.com; or
(b) sending us a message through the contact links on our website www.airwallex.com.
To help us review your complaint, please provide us with information about your account, a summary of your concerns and copies of supporting documentation (if required).
What happens next?
Following receipt of your complaint we will:
- Acknowledge receipt of your complaint within five business days.
-
Provide our final decision in writing within twenty business days, along with:
- A summary of the complaint
- The final result of the investigation
- The final decision, including an explanation
- Information on how to further escalate your complaint in the event of an unsatisfactory outcome
If we cannot provide a response within twenty business days, you will be informed of the delay, the reason for the delay and the expected response time.
Financial Consumer Agency of Canada
You are not restricted from directly filing a complaint with FCAC at any stage of the complaint process to investigate non-compliance with the Code. You can contact them at:
Post:
Financial Consumer Agency of Canada 6th Floor
Enterprise Building
427 Laurier Ave
West Ottawa
ON K1R 1B9
Phone: 1-866-461-3222
Email: info@fcac-acfc.gc.ca
Although FCAC does not act as a complaint resolution body, FCAC may open an investigation to determine if the issues identified in a merchant complaint reflect a Payment Card Network Operator non-compliance with the Code of Conduct.