Upd: May 14, 2025
Wirex UAB (“Wirex”, “We”) has clear and effective procedures for the reasonable and prompt handling of complaints. 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. This document sets out the complaints handling procedures that we will follow in the event of a complaint and is designed to meet the requirements of Transact Payments Malta Limited and those set out in Directive No. 1 in terms of the Central Bank of Malta Act (Cap. 204 of the Laws of Malta), in its Title IV, Chapter 6, Paragraphs 73 to 75.
Wirex UAB is committed to maintaining the highest standards of service. We take all complaints seriously and aim to resolve them fairly, consistently, and promptly. This policy outlines:
The Central Bank of Malta does not specify a definition. However, by reference, the UK Financial Conduct Authority (“FCA”) defines a complaint as:
“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.”
For the purposes of this policy, Wirex has adopted the FCA definition in relation to the regulated services provided by Wirex and/or its affiliates.
If you wish to submit a complaint regarding unauthorized transactions, account-related issues, payment failures, or other concerns, you can contact us via:
For complaints related to card transactions provided through Transact Payments Malta Limited (TPML), please contact:
For complaints related to bank transfers (IBAN services) provided through OpenPayd, please contact: OpenPayd Complaints Team: complaints@openpayd.com
What to Include in Your Complaint:
A complaint will be referred to one of our complaints team members as soon as possible. If the assigned staff member is involved in the subject matter of the complaint, it will be referred to another qualified member of the Wirex UAB team.
We will promptly acknowledge the complaint in writing via email. This acknowledgment will include the name and title of the person handling the complaint. This individual will have the authority necessary to investigate and settle the complaint.
4-Eyes Review Process: All complaint reports are subject to a 4-eyes approval process. The initial review is conducted by the Complaints Manager from the Product Delivery & Customer Service team, followed by the final review by the Assurance Team Specialist from Risk & Compliance
Investigating and Resolving a Complaint: We will investigate the complaint fairly, consistently, and promptly, determining whether the complaint should be upheld and, if appropriate, the necessary remedial action and/or redress. Our conclusions will be set out in a final response to the customer.
If we determine that redress is appropriate, we will aim to provide fair compensation for any acts or omissions for which we are responsible. If the customer accepts our offer, compensation will be provided promptly.
Response Timetable: Wirex UAB will acknowledge your complaint within two business days. Within fifteen business days, we will send either:
If the complaint concerns card transactions and remains unresolved, the customer may be entitled to refer the complaint to TPML’s Complaints Department at complaints@transactpay.com.
The following types of complaints must be escalated to TPML immediately:
If you are not satisfied with our final response, you may escalate your complaint to the appropriate financial regulatory authority based on your jurisdiction.
- Office of the Arbiter for Financial Services (OAFS) – Malta Address: N/S in Regional Road, Msida MSD 1920, Malta Submit Online: OAFS Website
Deadline: Must be filed within two years from when you first became aware of the issue. Fee: €25 (refundable if the case is withdrawn or resolved before the Arbiter’s decision).
The arbiter will only accept a complaint if:
The cardholder is either:
- A natural person (or its successor in title); or
- A micro-enterprise, which is a firm that does not employ more than 10 persons and has a turnover or balance sheet total not exceeding €2,000,000.
For Corporate Customers (Non-Microenterprises in the EEA)
- Address: Castille Place, Valletta VLT 1060, Malta
- Email: complaints@centralbankmalta.org.
If the complaint concerns card transactions, customers should escalate their complaint to TPML before contacting OAFS. · TPML Complaints Team: complaints@transactpay.com
If the complaint concerns bank transfers (IBAN services), customers should escalate their complaint to OpenPayd before contacting OAFS.
OpenPayd Complaints Team: complaints@openpayd.com
Wirex UAB maintains a complaints register tracking all complaints, actions taken, and final resolutions. The register includes:
Records are retained for a minimum of five years following the end of the business relationship. A monthly compliance report is submitted summarizing complaint trends and resolutions.
A complaint will be considered closed in the following situations:
For any concerns, visit our Help Centre or contact our support team.
This updated Wirex UAB Complaints Policy ensures compliance with regulatory requirements and provides a clear, transparent process for resolving customer concerns.