Upd: Mar 27, 2024
Introduction
UAB Wirex (“Wirex”, “We”) have 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 in relation to traditional currency card payments and is designed to meet the requirements of Transact Payments 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.
Definition of a complaint
The Central Bank of Malta do 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 (link to full definition: complaint - FCA Handbook).”
For the purposes of this policy, Wirex have adopted the FCA definition in relation to the regulated services provided by Wirex and/or its affiliates.
How customers can make a complaint
Customers can make a complaint by an email sent 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
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Once we have acknowledged a complaint (within 2 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 TPML’s Complaints Department by writing to complaints@transactpaymentslimited.com.
If you are dissatisfied with our handling of your complaint by TPML, you can escalate the issue by contacting the Office of the Arbiter for Financial Services (“OAFS”). The Arbiter cannot accept complaints unless the customer has given the opportunity to TPML to investigate the complaint first. Therefore, the customer must exhaust the complaints procedure of TPML. Complaints to the Arbiter for Financial Services could be submitted through www.financialarbiter.org.mt.
Complainant's rights
Should the customer remain dissatisfied with the final response of Wirex and TPML or if they have not received
a final response within the above timescales, they may refer the complaint to The Arbiter for OAFS. Please note, customers may proceed to lodging a complaint with the Arbiter if:
The issue relates to a traditional currency card payment and the cardholder sent a complaint letter to the provider, but the reply is not satisfactory; or
The cardholder gave TPML 15 working days (around three weeks) to review the complaint but still have not received any feedback or a final letter.
The arbiter will accept a complaint if it is registered in writing with Wirex by not later than two (2) years from the day on which the cardholder first had knowledge of the matters complained of.
The arbiter will only accept a complaint:
If the cardholder is a customer who has acquired products or availed of services from a financial services provider licensed by the Malta Financial Services Authority (MFSA), the financial regulator in Malta, and
If the cardholder is either;
a natural person (or its successor in title)
a micro-enterprise. A micro-enterprise is a firm that does not employ more than 10 persons and its turnover/balance sheet totals do not exceed €2,000,000.
There is a fee of €25 that could be fully refunded if:
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the complainant withdraws the complaint, or
both parties come to an agreement before the decision is issued by the Arbiter
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 OAFS, when the OAFS 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
Any questions about our complaints process should be forwarded to customercomplaints@wirexapp.com.