Making a Complaint (UK and EU/EEA Customers)

If you'd like to make a complaint, please get in touch via phone or email and we'll look into this for you (for clients registered with Airwallex (UK) Ltd, Airwallex (Netherlands) B.V. or AWX Lithuania, UAB).

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)
  • Airwallex (Netherlands) B.V. customers (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?

We'll 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.

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. Customers (European Economic Area)

If you are not satisfied with the decision in our final response, you may be able to refer your complaint to The Financial Services Complaints Tribunal (Klachteninstituut Financiële Dienstverlening, KIFID). The eligibility criteria and the procedures involved are available from KIFID Den Haag Postbus 93257 2509 The Hague, The Netherlands and on their website at: https://www.kifid.nl/. Alternatively, you may be able to submit your complaint via the European Commission’s Online Dispute Resolution platform, which can be found at http://ec.europa.eu/consumers/odr/.

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. Alternatively, you may be able to submit your complaint via the European Commission’s Online Dispute Resolution platform, which can be found at http://ec.europa.eu/consumers/odr/.

 

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