How you can get in touch depends on what topic your issue relates to.
Wise Account, Wise Card or Send money product
If you're located in the European Economic Area (EEA), then the Wise Account, Wise Card or Send product are provided to you by Wise Europe SA (reg. 0713.629.988). To submit a complaint about the products provided to you by Wise Europe SA, please reach out to us:
Email our Customer Support
Phone Wise: +3226203420
We encourage you to always first contact us directly to resolve your complaint in the most efficient way. If you’re not satisfied with our final response, you have the right to escalate your complaint to a qualified entity such as the Ombudsfin.
If you don't receive a response from us within 15 working days, you also have the right to contact the Ombudsfin. However, if for reasons beyond our control we can’t respond to your complaint within 15 working days, we may extend the time to respond by an additional 35 working days.
Contact details
Please make sure you reached out to Wise first and that no more than one year has passed since your complaint to Wise.
Website: www.ombudsfin.be
Email: ombudsman@ombudsfin.be
Mail: Ombudsfin, North Gate II, Boulevard du Roi Albert II, n°8, bte. 2, 1000 Brussels, Belgium
Phone: (+32) 2 545 77 70. Available on weekdays in the morning only for general information
EEA Personal Customer
If you’re located in the European Economic Area (EEA) and are a consumer, you can reach out to the Ombudsfin in one of these 4 languages: French, Dutch, German and English.
EEA Business Customer
As a company in the EEA, you can also contact the Ombudsfin for certain disputes, namely those concerning credits and cross-border payments within the European Union up to EUR 50,000. Requests can be submitted by email or via the online complaint form available on the Ombudsfin website.
Wise Europe SA is authorised by the National Bank of Belgium, under registration number 0713.629.988 at Rue de Trône 100 bte 3, 1000, Brussels, Belgium.
Wise Assets product (Interest, Stocks)
If you’re located in the EEA, the Wise Assets product (Interest, Stocks) is provided to you by Wise Assets Europe AS. To submit a complaint concerning the services provided to you by Wise Assets Europe AS, please reach out to us:
Email our Customer Support
Phone: (+44) 808 175 1506 (it's toll-free if you call from a local UK number).
We encourage you to always first contact us directly to resolve your complaint in the most efficient way. If we can't provide you a final response in 15 working days, for reasons beyond our control, we’ll extend the deadline to up to 35 additional working days. If you don’t receive any communication from Wise in regards to your complaint within 15 calendar days, you have the right to escalate your complaint to the applicable arbitration body.
As an EEA customer of the Wise Assets product you have the right to file a complaint to one of the following authorities:
Estonian residents
You can file a complaint with the Consumer Disputes Committee via:
Email: avaldus@komisjon.ee
Mail: To the secretariat of the Consumer Disputes Committee at Endla 10a, 10122 Tallinn, Estonia.
The complaint can be filed in Estonian.
Other EEA countries
You can file a complaint with the European Consumer Centers Network (ECC Net) in the country where you live. The details about the responsible entities in each member state can be found on the ECC Net website.
Wise Assets Europe AS is supervised by the Estonian Financial Supervision Authority, and a complaint about the firm’s services can also be submitted to the EFSA via this form. The EFSA is not a dispute resolution authority.
Wise Assets Europe AS, Company registration number 16267372, is an investment firm and is authorised by the Estonian Financial Supervision and Resolution Authority (EFSA) with the activity licence number 4.1-1/174 under the registered address Kopli tn 68a, 10412 Tallinn.
Israel
In Israel, you have multiple options for escalating your complaint further. You can contact the Israel Complaint Officer, Jack Robinson, at complaints@wise.com. In addition, you have the right to refer your complaint to The Capital Market, Insurance and Savings Authority (CMISA), free of charge. Read about your rights through CMISA here.
CMISA contact details:
Website: https://pe.cma.gov.il/
Online complaint form: https://pe.cma.gov.il/sp/sp
Fax number: 02-5695352
Email: Panats-sh@mof.gov.il
Mail: The Insurance Supervisor, Public Inquiries Unit — The Capital Market, Insurance and Savings Authority, 4 Am v’Olamo St., Jerusalem, Zip Code 9546304, Israel.
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 for senior citizens or 60 calendar days from the day you complained for everyone else.