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Complaints Policy - Bank Transfers

Upd: Jun 11, 2021

Introduction 

UAB Wirex (“Wirex”, “We”) is required to have in place clear and effective procedures for the reasonable and prompt handling of complaints. Each of our customers are important to us, and we believe they have the right to a fair, swift, and courteous service at all times.

This document sets out the complaints handling procedures that we will follow in the event of a complaint that is specific to a Bank Transfer and is designed to meet the requirements of Modulr Finance B.V., which is licensed and regulated by De Nederlandsche Bank (Relatienummer R182870) as an Electronic Money Institution.  

Definition of a complaint 

The De Nederlandsche Bank does not specify a definition for a complaint.  

For the purposes of this policy, Wirex have adopted the UK Financial Conduct Authority’s (“FCA”) definition in relation to the regulated services provided by Wirex and/or its affiliates: 

“Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service (link to full definition: complaint - FCA Handbook).” 

How customers can make a complaint  

Customers can make a complaint using our online complaints form or by sending an email to customercomplaints@wirexapp.com   

What will we do once we have received a complaint 

A complaint will be referred to one of our support team members as soon as possible. In the event that the member of staff assigned the complaint is involved in the subject matter of the complaint, the complaint will be referred to another qualified member of staff of Wirex. We will promptly acknowledge a complaint in writing via e-mail. In this acknowledgement we will provide the name and title of the person that is handling the complaint. This individual will have the authority necessary to investigate and settle the complaint.  

Investigating and resolving a complaint 

We will investigate a complaint fairly, consistently, and promptly, determine whether the complaint should be upheld, and (if appropriate) determine remedial action and/or redress. We will set out our conclusions in a final response to the customer. If we decide that redress is appropriate, we will aim to provide the customer with fair compensation for any acts or omissions for which we are responsible. If the customer accepts our offer, we will promptly provide a compensation to them. 

Our timetable for responding

Once we have acknowledged a complaint (within 5 business days), we will keep the customer informed of our progress. Within fifteen (15) business days of us receiving a complaint we will send either a final response or a written response which: 

explains why we are not in a position to make a final response and when we might be expected to provide one (which will be within a maximum of 35 days of receipt); 

informs the customer whether they are now entitled to refer the complaint to the Financial Services Complaints Institute (“KIFID”). 

Complainant's rights 

Should the customer remain dissatisfied with the final response or if they have not received  
a final response within 15 (fifteen) business days of the complaint being made, or, in exceptional cases, within 35 (thirty-five) business days, they may be eligible to refer their complaint to: 

The Financial Services Complaints Institute  

Koningin Julianaplein 10  

2595 AA  

Den Haag 

The Netherlands

Phone: +31 70 333 8 999 

Website: www.kifid.nl 

The customer must exhaust the complaints procedure of Wirex before escalating the complaint to the KIFID. 

Closing complaints 

We will regard a complaint as closed in the following circumstances: 

once we have sent a final response; or 

where the customer has told us in writing that they accept an earlier response that we have sent to them; or 

if they refer a complaint to the KIFID, and KIFID informs us in writing that the complaint has been closed. 

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. 

Questions 

If you have any questions about our complaints process, please contact us at customercomplaints@wirexapp.com.

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