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 courts of the Netherlands. Alternatively, in some cases, 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/. 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). Alternatively, in some cases, you may be able to submit your complaint via the European Commission’s Online Dispute Resolution platform, which can be found at Online Dispute Resolution | European Commission