How to get in touch with us?
We sincerely apologize that you've experienced a problem with our service. We aim to resolve your issue as soon as possible.
Please start by contacting our support team
The quickest way to get help is by contacting our Customer Support team and explaining the issue you are experiencing . They will be able to solve most of your concerns.
If you’d still like to make a formal complaint
Ticket form: If you’ve already spoken to our support team and you’re not happy with the resolution, you have the right to make a formal complaint using this form: Make A Complaint
Phone: You can raise a complaint via our dedicated complaint phone lines.
- UK customers: +44 808 196 7574 (7:00-16:00 GMT / BST)
- Airwallex (Netherlands) B.V. & Airwallex Capital (Netherlands) B.V. (European Union/European Economic Area): +31 85 0003 369 (8:00-17:00 CET / CEST)
- AWX Lithuania, UAB customers (European Union/European Economic Area): +370 5 214 38 24 (9:00-18:00 GMT+2)
Email: Email us at support@airwallex.com
What happens next?
When you submit a complaint, you can expect the following process:
- Acknowledgement: We will email you to confirm we have received your complaint.
- Gathering details: If necessary, we may contact you to request additional information to help us better understand and address your concerns.
- Thorough Investigation: We will conduct a comprehensive investigation in line our our Terms and Conditions to ensure a fair resolution.
- Final response: you will receive an email detailing our findings, the resolution and actions we have taken and the reasons behind our decision.
If you are a UK customer, we aim to acknowledge your complaint within 24 hours and send you a final response within 15 calendar days. At no point shall this deadline exceed 35 business days.
If you are an AU customer, we aim to be within 30 calendar days. 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.
What if I’m not happy with the response?
If you’re not happy with our final response, you can forward your complaint to the dispute body in your region. Please refer to your latest Airwallex invoice to confirm the specific Airwallex entity you are contracted with.
Airwallex (UK) Customers
If you are not satisfied with the decision in our final response, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). The eligibility criteria and the procedures involved are available from the FOS, directly. You can contact them at:
Post: The Ombudsman’s address is: Financial Ombudsman Service, Exchange Tower
London, E14 9SR
Phone: You can call the Ombudsman on 0800 023 4567 or 0300 123 9123.
Website: Visit the Ombudsman's website for more information: financial-ombudsman.org.uk. You can also find an online version of their consumer leaflet.
Airwallex (Netherlands) B.V. & Airwallex Capital (Netherlands) B.V. (European Economic Area) Customers
If you are not satisfied with the decision in our final response, you may be able to refer your complaint to the courts of the Netherlands. Consumers have the right to file complaints with Kifid (Klachteninstituut Financiële Dienstverlening) if they have any disputes regarding our financial services. For more information or to submit a complaint, please visit https://www.kifid.nl/file-a-complaint/.
AWX Lithuania, UAB Customers
If you are not satisfied with the decision in our final response, you may be able to refer your complaint to a court of the Republic of Lithuania. Please also note that the Bank of Lithuania handles requests and complaints from individuals in accordance with the Rules for the examination of requests and complaints of individuals and the provision of services to them at the Bank of Lithuania, which covers some instances of business customers as well (you can read more about it on the Bank of Lithuania website here: Complaints against a financial service provider).
Airwallex (United States) Customers
In the US, you can submit a complaint online with the Consumer Financial Protection Bureau or your state regulator.
We will respond to your complaint in a prompt timeline.
Airwallex (Australia) Customers
If you are not satisfied with the decision in our final response, you may have the right to forward your complaint to a the Australian Financial Complaints Authority (AFCA) by following the guidance on its website: https://www.afca.org.au/make-a-complaint
AFCA can be reached on 1800 931 678 (toll free Australia, 9:00am–5:00pm AEST/AEDT weekdays. Calls from an international number add 0061) or at info@afca.org.au.
Airwallex (New Zealand) Customers
If you are not satisfied with the decision in our final response, you may have the right to forward your complaint to the Financial Dispute Resolution Service (FDRS) by following the guidance on its website: www.fdrs.org.nz. The FDRS can be reached at 0508 337 337 (Freephone within NZ), via email at enquiries@fdrs.org.nz, or by Freepost 231075, PO Box 2272, Wellington 6140, New Zealand.
FDRS is a free and independent service that will work with both of us to try to resolve your complaint in line with the FDRS Scheme Rules.
Airwallex (Malaysia) Customers
If you are not satisfied with the decision in our final response, you have the right to forward your concerns to either of the parties below. Their contact details are as follows:
Malaysian Association of Money Services Business (“MAMSB”)
Telephone: +603-7722 5808
Fax: +603-7722 5008
Website: https://www.mamsb.org.my
BNMTELELINK
Telephone: 1-300-88-5465 (1-300-88-LINK, (Overseas: +603-2174 1717)
Fax: 1300 835465
Financial Market Ombudsman Service (“FMOS”)
Telephone: +603-2272 2811
Website: https://www.fmos.org.my/en/
To Submit a Complaint: https://complaint.fmos.org.my/index.php
Airwallex (Singapore) Customers
If you are not satisfied with the decision in our final response, you have the right to forward your concerns to either one of the parties below. Their contact details are as follows:
Financial Industry Disputes Resolution Centre Ltd, FIDReC
Telephone: +65 6327 8878
Website: https://www.fidrec.com.sg/
To Submit a Complaint: https://www.fidrec.com.sg/select-subtype/
Monetary Authority of Singapore, MAS
Telephone: +65 6225 5577
Website: https://www.mas.gov.sg/
To Submit a Complaint: https://www.mas.gov.sg/contact-us