Australia
In Australia you can make a complaint with the Australian Financial Complaints Authority (AFCA).
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001
Wise Australia Pty Limited, AFCA membership number: 76929
Wise Australia Investments Pty Ltd, AFCA membership number: 106571
The AFCA has time limits for when you can make a complaint. Check these on the AFCA website.
If we can't provide you a final response in 15 calendar days, we’ll extend the deadline to 30 calendar days from the day you complained.
China
If your complaint is related to the financial services regarding a transfer sent from CNY, please contact us first regardless of your address. We'll do our best to resolve your complaint, but we can’t provide you with a final response. If you’re not satisfied with our proposed solution, we'll provide you with the details of our partner so you can escalate this further.
If your address is in China, but your transfer wasn't sent from CNY, we can still send you a final response. You can forward it to our UK arbitration body — Financial Ombudsman Service (FOS).
Website: www.financial-ombudsman.org.uk
Online complaint form: https://help.financial-ombudsman.org.uk/help
Mail: The Financial Ombudsman Service Exchange Tower, London, E14 9SR
Phone: 0800 023 4 567 (free), 0300 123 9 123, weekdays from 8:00am–5:00pm (GMT)
If you’re not in the UK, call +44 20 7964 0500.
You have 6 months to make a complaint after we send you a final response.
India
If your complaint concerns receiving Rupees as a business in India, make sure you speak with our Customer Support team first. But if they couldn’t resolve your issue, you can use this link to fill out our complaint form, and we'll look into it for you.
If we can't provide you a complaint response in 15 calendar days, we’ll extend the deadline to 30 days from the day you complained.
If you don’t receive any communication from Wise in regards to your complaint within 30 days, or you remain dissatisfied with our complaint response, then you have the right to escalate your complaint to our Principal Nodal Officer.
Please note that escalations to the Nodal Officer will not be processed if customers don’t first seek a resolution with Wise’s Complaints team.
Nodal Officer: Yash Gautam nodal.india@wise.com
In case you are not satisfied with the response, you can contact The Reserve Bank of India through their Integrated Ombudsman Scheme, 2021 (RB-IOS, 2021/the Scheme) using the details listed below:
Website: the portal of RBI https://cms.rbi.org.in
Mail: Sending a physical complaint letter in the form on pages 16-19 in the Scheme to
Centralised Receipt and Processing Centre, 4th Floor, Reserve Bank of India, Sector -17, Central Vista, Chandigarh — 160017
Email: crpc@rbi.org.in (refer to Question 17)
You have one year after we send you a complaint response or, where no complaint response is received, no later than one year and 30 days to make a complaint with The Reserve Bank of India.
Indonesia
You can make a complaint to Bank Indonesia if you're unhappy with our final response within 60 days of us sending the response.
If your complaint is about the Wise Account or Wise card product, you should forward the complaint to the dispute body for the Wise Account or Wise card product. To do this, please follow the United Kingdom complaint process.
If we can’t provide you a final response in 20 working days, we’ll extend the deadline to 40 working days from the day you complained.
Japan
For general inquiries, please contact Wise Customer Support.
Phone: 0800 080 4317 (toll-free) or 050-3161-3745 (paid)
If you have a complaint or dispute that can't be resolved by our Customer Support, you can contact these external organisations:
Japan Payment Service Association Customer Service (Japanese only)
Website: https://www.s-kessai.jp/consumer/giftcard_prica_netprica/funds_consumer_inquiry_cg.html
Phone: (+81) 3 3556 6261 (JST)
Complaint Processing Procedures (The financial ADR system)
ADR (Alternative Dispute Resolution) is a system that aims to resolve problems through discussions without trial. If a consultation of a complaint you requested isn't resolved after a considerable period of time, and you wish to have it resolved by a third party organisation, you can contact:
| Third party organisation | Phone number |
|---|---|
| Tokyo Bar Association Dispute Resolution Center | 03 3581 0031 |
| Daiichi Tokyo Bar Association Arbitration Center | 03 3595 8588 |
| Daini Tokyo Bar Association Arbitration Center | 03 3581 2249 |
If we can’t provide you a final response in 15 calendar days, we'll extend the deadline to 35 calendar days from the day you complained.
Malaysia
In Malaysia, you can make a complaint with the Financial Markets Ombudsman Service. You have 6 months to make a complaint after we send you a final response. Also, Bank Negara Malaysia Laman Informasi Nasihat dan Khidmat (BNMLINK) accepts general enquiries and complaints on matters relating to Financial Service Providers (FSPs) which are regulated by Bank Negara Malaysia.
If we can't provide you a final response in 15 calendar days, we'll extend the deadline to 21 calendar days from the day you complained.
New Zealand
In New Zealand, you can make a complaint with the Financial Services Complaints Ltd.
Website: https://fscl.org.nz/
Email: complaints@fscl.org.nz
Phone: 0800 347 257
Mail: FSCL, PO Box 5967, Wellington 6140
Submit an online form through: https://fscl.org.nz/about-us/complaints/complaint-form/.
If you filed your complaint with FSCL and we can't provide you a final response in 10 working days, we'll extend the deadline by an additional 10 working days.
Philippines
In the Philippines, you can make a complaint with the Bangko Sentral Consumer Assistance Mechanism.
Website: Bangko Sentral ng Pilipinas Consumer Assistance Mechanism
Email: consumeraffairs@bsp.gov.ph
Phone: (02) 5306 2584, (02) 8708 7087
Mail: Consumer Protection and Market Conduct Office Strategic Communication and Advocacy, 10th Floor Multi-Storey Building, BSP Complex A. Mabini Street Malate, 1004 Manila
If we can't provide you a final response in 15 calendar days, we'll extend the deadline to 45 calendar days from the day you complained.
Singapore
In Singapore, you can make a complaint online with the Monetary Authority of Singapore (MAS). You have 6 months to make a complaint after we send you a final response. Also, complaints can be sent to The FIDReC (Financial Industry Disputes Resolution Centre Ltd). Their complaint handling process can be found here.
Evaluate your eligibility to file a complaint
Assets
If your complaint is related to Assets, you can make a complaint to Fidrec.
Online: https://www.fidrec.com.sg/
Email: info@fidrec.com.sg
Mail: 36 Robinson Road #15-01 City House Singapore 068877
Phone: (65) 6327 8878, Fax: (65) 6327 8488/ (65) 6327 1089
Opening Hours:
Mondays–Fridays
9am–6pm (excluding Public Holidays)
Should you require an officer to assist you, please schedule an appointment with FIDReC to secure a timeslot for consultation.
Assets Customer Agreement (SG)
If we can't provide you a final response in 15 calendar days, we'll extend the deadline to 20 business days from the day you complained.
United Arab Emirates
If we couldn't reach a resolution, you can raise a complaint with the ADGM Court.
Website: https://adgmcourts.com/
If we can't provide you a final response in 15 calendar days, we'll extend the deadline to 60 calendar days from the day you complained.