Complaints Policy - tradition (fiat) currency services

Introduction 

Wirex Limited (“Wirex”, “We”) is authorised and regulated by the Financial Conduct Authority (“FCA”) in the United Kingdom as an Electronic Money Institution. We are 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 a complaint. 

Definition of a complaint 

For the purpose of FCA requirements on complaints procedures, a complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about Wirex’s provision of, or failure to provide, a financial services activity. A complaint must involve an allegation that the complainant has suffered, or may suffer, financial loss, material inconvenience or material distress. 

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, 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. 
• informs the customer whether you are now entitled to refer the complaint to the Financial Ombudsman Service (“FOS”); and if so 
• provide a link to the FOS standard explanatory leaflet. 

In exceptional circumstances, if a final response cannot be given within fifteen (15) business days we will: 

• send a final response to the complainant by the end of thirty-five (35) business days after the day on which we received the complaint. 

Financial Ombudsman Service 

If the customer is an eligible complainant, they can refer a complaint to the FOS if they are not satisfied with the outcome of a complaint. The customer’s rights are set out in the FOS’s leaflet “Your Complaint and the Ombudsman” a link of which we will provide to as part of the complaints process. 

If a customer wishes to refer a complaint to the FOS, they must do so within six months of receiving a final response. Customers should allow us to complete our internal complaints procedure before they refer concerns to FOS. 

Further information on the process for raising a complaint with the FOS can be found via How to File a Complaint 

Eligible complainant 

An eligible complainant is (or was) a customer of Wirex whose complaint refers wholly or partially to a payment or e-money service provided by Wirex Limited as a result of which the customer suffered (or may suffer) financial loss, material distress or material inconvenience. 

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 FOS, when FOS 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

Table of Definitions