Complaints Policy

Region: Singapore

Upd: Dec 19, 2022

Customer Protection and Dispute Resolution (APAC) 


1. Our commitment to you

Wirex Pte Ltd (“Wirex”, or “we”) is committed to providing fast, efficient, and effective support to our customers for any issues relating to the use of our products or services.   


2. Complaints and dispute resolution process 

If you are a Wirex customer and are dissatisfied with any of our products or services, you may contact the Wirex Support Team through the Wirex Help Center button in-app, or through our website.  Find the topic which relates most closely to your issue and raise a ticket by completing the form on the website.  Do remember to include full details of the date and details of the issue so that we can address your concerns effectively.  

Once your complaint has been filed, you should receive an acknowledgement of the ticket raised within 24 hours from the time of submission, along with a reference case number.  Please ensure that this number is quoted on all further correspondence on the issue.   

Please note that we may request for further information or documentation in support of the request.  For issues relating to unauthorized transactions, we may also require you to file and furnish us with a copy of a formal report with your local law enforcement agency. 


3. Timelines 

For any general complaints regarding your account, our product or services, we will do our best to resolve your issue within fifteen (15) working days from our acknowledgement of receipt of your ticket.   

Where your issue relates to unauthorized transactions, please note that we may require up to twenty one (21) days to investigate straightforward cases, and up to forty-five(45) days for complex cases or cases which involve cross-border and overseas transactions.  Full resolution of your issue may only be provided once the investigation process has been completed. 


4. Exclusions and disclaimers

Transactions made by Customer  

Wirex will not be responsible for any loss or damage resulting from transactions which the customer has knowingly initiated or consented to. Where the dispute or complaint relates to a merchant’s fulfilment of goods or services purchased, the customer should first contact the merchant to resolve the issue. 

Account security and protection 

As our customer, you are responsible for protecting access to your account.  You are solely responsible for maintaining the security and secrecy of your password and other account login credentials. If you voluntarily disclose this information to a third party, who then uses your account to transact, Wirex will not be liable nor be held responsible for any loss resulting from such third party use of your account.   

To ensure the security of your account, we advise you to adopt the following measures for the device used to access your Wirex accounts: 

ensure that your device browser is updated to the latest version available;  

install regular browser security updates provided by the operating system provider;  

install and maintain the latest anti-virus software on your device;  

use strong passwords, such as a mixture of letters, numbers and symbols; and 

where your login and authorization credentials are recorded, ensure that they are stored in a secure electronic or physical manner, known only to you and which cannot be easily accessed by third parties. 

Transacting with Digital Payment Tokens 

When making transactions relating to Digital Payment Tokens (“DPT”), Customers must be aware of the following: 

Make sure that your DPT service provider is licensed by MAS to provide DPT services. Please note that this does not mean you will be able to recover all the money or DPTs you paid to your DPT service provider if your DPT service provider’s business fails. 

You should not transact in the DPT if you are not familiar with this DPT. Transacting in DPTs may not be suitable for you if you are not familiar with the technology that DPT services are provided. 

You should be aware that the value of DPTs may fluctuate greatly. You should buy DPTs only if you are prepared to accept the risk of losing all of the money you put into such tokens. 


5. Alternative dispute resolution 

Should you remain dissatisfied with the handling or outcome of your issue, you may request a review of your complaint by the Financial Institutions Disputes Resolution Centre. Details on this process can be found on the FIDRec dsfsdafsdf website website.