Complaints Policy

Region: Eea & Switzerland

Upd: Jun 11, 2021

Our commitment to you


Wirex “UAB” ("Wirex", “we”, “our”, “us”) endeavours to provide fast, efficient and friendly services to all of our customers and ensure they are completely satisfied at all times.

If at any time we do not measure up to these standards or we have given you cause for dissatisfaction, please tell us about your experience. We can assure you that we will listen and do our best to resolve any issue or misunderstanding promptly, fairly and effectively.

How to resolve an issue

If possible, immediately raise any issue or complaint with a member of our Support Team staff. Explain the nature of your problem and they will do their best to help you or may refer your issue to an appropriate Supervisor who will attempt to resolve your issue immediately. If this is not possible, they will document the complete details of your complaint and arrange for you to be contacted by an appropriate Manager.

How to initiate a formal complaint

We have found that the above will often enable us to resolve problems quickly and satisfactorily. However, to resolve issues that are more complex in nature, we operate a formal complaints procedure.

How the formal complaint process works

To make a complaint, please contact us via customercomplaints@wirexapp.com and include:

• what your complaint is about

• what you’d like us to do to fix it


We recommend contacting us about your complaint within three months of learning about the matter.

Once the formal complaint process is initiated, the following events take place:


1. We will write to you either by letter or by email and will:

a. Acknowledge your complaint and the details of how we understand it

b. Confirm that our formal complaints process has been initiated and provide you with a reference number for your complaint

c. Provide the name of the staff member who is handling your complaint

d. Enclose a copy of this notice to ensure that you are aware of our complaint process


2. If it is possible for us to provide a final response within the initial acknowledgement letter or email, we will do so. If not, the letter or email will either:

a. Request that you provide further information regarding your issue, or

b. Explain the reason for the delay, and

c. Provide an estimate of the period we require to make a final decision


3. We aim to resolve all complaints within fifteen (15) business days. If we are unable to do so, we will contact you again:

a. To keep you informed of our progress and indicate when we will issue the final response; and

b. Provide details of how you may refer your complaint to the Bank of Lithuania.


4. At any stage, we may issue a final response letter which will either:

a. Accept the complaint and, if appropriate, offer redress,

b. Offer redress without accepting the complaint, or

c. Reject the complaint and give reasons for doing so.

In addition, the letter will state that it is our final decision and ask you to reply indicating whether you accept or reject our decision.

If you have followed the procedure detailed above and you are not satisfied with the outcome, then you may write to the Complaints Team. In your correspondence, please also request that your complaint be put through Wirex’s formal complaint process.

If after 35 days your complaint is still unresolved, you will be entitled to refer your complaint, subject to eligibility, to the Bank of Lithuania or directly to court (please see below) (contact details below). Warning: it is the customer’s responsibility to contact appropriate public bodies to raise complaint and seek appropriate legal advice when required.

Hereafter is a description of the standard procedure that would apply to complaints related to our financial services.
 

Apply to Bank of Lithuania for a settlement of dispute

If, at the conclusion of the complaints process, you are unhappy with the outcome and you decide to apply to the Bank of Lithuania, the following procedure applies:

For complaints related to financial services, you may apply to the Bank of Lithuania for a resolution:

a. via the electronic dispute settlement facility E-Government Gateway;

b. by post to the Supervision Service of the Bank of Lithuania, Žalgirio g. 90, LT- 09303, Vilnius; or

c. by email to frpt@lb.lt

Please visit the Bank of Lithuania’s website for more information.

We sincerely hope that you will never have a cause for complaint about any aspect of your dealings with Wirex. However, if you wish to make a complaint then please make sure that you contact us via the details above and provide as much information as possible.

Disclaimer

Please note that our services are not covered by the Valstybės įmonė „Indėlių ir investicijų draudimas“.

If you are applying to the Bank of Lithuania regarding an unresolved complaint with us, kindly ensure that you submit your application within one year of the date you have sent us your complaint. Examination of the complaint by the abovementioned authorities is free of charge.

For complaints related to our UK entity or if you are an UK customer, please refer to our ‘UK Complaints policy’.

Wirex “UAB” conducts its business in conformity with high ethical standards in the countries in which it does business, and adheres to all applicable laws in the Republic of Lithuania.