Making a Complaint (UK/EU Customers)

If you'd like to make a complaint, please get in touch and we'll look into this for you.

How to get in touch with us

Phone: We're happy to talk on the phone and can raise a complaint for you there. 

  • UK customers: +44 808 196 7574 (7:00-16:00 GMT / BST)
  • EU customers: +31 85 0003 369 (8:00-17:00 CET / CEST)

Email: Email us at support@airwallex.com 

What happens next?

We'll be in touch within 7 business days to try to resolve your complaint. If we can't do it in this timeframe, please note that we're typically allowed up to 15 days (or in some cases up to 8 weeks) to investigate your complaint and produce what's called a 'final response'.

If you're not happy with our final response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you have to do this within 6 months of the date of our final response.

How to get in touch with the Financial Ombudsman

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.

 

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