We're sorry to hear you've had a problem with our service. Our main goal is to solve your issue as quickly as possible.
For the fastest solution, contact our Customer Support team first. They can solve most problems on the spot.
If you've already spoken to our Support team and you're not happy, you can make a formal complaint.
Who can make a complaint?
Anyone who has used our services, or intended to, can make a complaint. This also includes recipients of transfers.
How to make a complaint
The best way to make a complaint is to fill out our online complaints form. We'll need:
Your personal details (name, date of birth, address, and email address)
Your Wise membership number (if you have an account with us)
The transfer number (if your complaint is about a specific transfer)
A clear description of the problem
What you'd like us to do to solve it
What to expect after you make a complaint
Acknowledgement: We'll email you within 24 hours to confirm we've received your complaint and that we're looking into it.
Investigation: Our team will carefully investigate what happened, referring to the Terms and Conditions where appropriate. This can take up to 15 working days, but we'll let you know if we need more time.
Final Response: We'll email you to explain our investigation and decision.
What if I’m not happy with the final response?
If you’re not happy with our final response, you can forward your complaint to the dispute body in your region — click on your region for more information.
How to appeal if your account was deactivated
If your account was deactivated, the process is different. You'll need to make an appeal, not a complaint.