Upd: Nov 11, 2025
Wirex is committed to providing excellent services and addressing customer concerns in a prompt, transparent, and fair manner.
Crypto-asset services are provided by Wirex Digital Services s.r.l. (MI - 2689156), registered company number (MI - 2689156), VAT No. And Fiscal Code: 12868550968 and whose registered office is in via Della Posta 7, 2013, Milan, Italy, registered as a Virtual Asset Service Provider (VASP) at the no. PSV108, of the register kept by the OAM (Organismo Agenti e Mediatori).
Each of our customers is important to us, and we believe they have the right to a fair, swift, and courteous service at all times. Below are the details of our complaints handling procedures, which you should follow in the event of having a complaint.
A complaint is a statement of dissatisfaction or suspected discrimination addressed to us by a customer regarding the provision of one or more crypto-asset services. A customer refers to any individual or entity receiving or intending to receive services from Wirex.
When submitting a complaint, you should freely express your dissatisfaction without sticking to a certain template. We recommend submitting a compliant either in English or Italian. In order for us to resolve the complaint more effectively, we would need the following details:
Customer name and contact details.
Description of the issue, including relevant dates.
Supporting evidence (e.g., screenshots, transaction IDs).
Please note that a complaint is used to express dissatisfaction with a situation, while a query is generally used to seek clarification or information. The tone and wording of each can vary depending on the context, making it essential to consider the circumstances when distinguishing between the two. Both the Support and Complaints Teams are trained to differentiate complaints from queries effectively.
Wirex customers can submit a complaint and it would be handled by Complaints Team free of charge by using the following means:
We are committed to ensuring that all communication with you is clear, transparent, and accessible. Upon request, we can provide visual aids, such as diagrams, charts, and illustrations, to clarify complex information, or offer alternative formats (e.g., large print or paper copies).
This process includes the following stages:
Upon receipt, Wirex will acknowledge the complaint without a delay within the next 2 business days. In rare cases, a complaint might be acknowledged within no later than 5 business days.
A unique reference number will be assigned to the complaint for tracking.
Acknowledgement letter will contain the contact details (email and telephone number) of the department for any queries related to the complaint and indicative timeframe for a response. Also, it will include the date of receipt of the complaint.
In case of an electronic complaint, the copy of the submitted complaint will be provided to the customer.
If a complaint does not fulfill the conditions of admissibility, Wirex will provide a clear explanation of the reasons for rejecting the complaint as inadmissible. Additionally, we will forward your query to our Customer Support Team to ensure that the concerns are addressed promptly.
Wirex will investigate complaints thoroughly, ensuring impartiality and transparency.
The investigation will be conducted by the Complaints Team, who are trained in crypto-asset service compliance.
If needed, additional information should be requested from the customer without undue delay. Wirex will not request information that is already in our possession.
Wirex shall keep the complainant duly informed about any additional steps taken to handle the complaint and reply to reasonable information requests made by the complainant without any undue delay.
Complaints will be resolved within 15 business days from the date of receipt. If the issue is resolved sooner than 15 business days, a final response shall be sent to the customer without undue delay.
The decision on complaints will be communicated to the complainant without undue delay and within a determined timeframe. Customers will receive via email a final response detailing:
Investigation findings.
Outcome and resolution steps. The decision on complaint will address all points raised by the complainant and shall state the reasons for the outcome of the investigation.
Information on available remedies if the customer is dissatisfied with the provided response.
We will treat all information related to our customers with the highest levels of confidentiality. In line with the General Data Protection Regulation ("GDPR"), customer data will only be shared when it is necessary to provide appropriate support or with the explicit consent of the customer.
We will also arrange for records to be kept of all crypto-asset services, activities, orders, and transactions undertaken by us. Those records will be sufficient to enable competent authorities to fulfil their supervisory tasks and to take enforcement measures, and in particular to ascertain whether Wirex have complied with all obligations including those with respect to customers or prospective customers and to the integrity of the market.
The records kept pursuant to the first subparagraph shall be provided to customers upon request and shall be kept for a period of five years and, where requested by the competent authority before five years have elapsed, for a period of up to seven years.
Customers may request access to their complaint records by contacting Wirex at customercomplaints@wirexapp.com.
If a customer complaint has not received a satisfactory outcome, they can consult the EU Customer Redress portal, managed by the EU Commission Directorate-General for Justice and Consumers. The platform is accessible at https://consumer-redress.ec.europa.eu/index_en.
Also, each Member State or EU designates an ODR (Online Dispute Resolution) contact point, so different remedies are available for Wirex customers depending on their country.
In Italy, costumers can refer also to the Arbitro per le Controversie Finanziarie (ACF)1
Contact details:
Ufficio di Segreteria Tecnica dell’ACF
Via Giovanni Battista Martini, 3 - 00198 Roma
Tel. 06 8477850 (attivo dalle ore 9.30 alle ore 12.30)
List of dispute resolution bodies by country is available here: https://consumer-redress.ec.europa.eu/dispute-resolution-bodies_en.
Wirex is committed to ensuring that all complaints received are handled fairly, consistently, and promptly and that the firm identifies and remedies any recurring or systematic problems, as well as any specific problems identified by a complainant. We will continue to do all we can to learn from the complaints we receive to improve our level of service in the future.
Any questions about our complaints process should be forwarded to customercomplaints@wirexapp.com