Upd: Oct 8, 2023
Wirex USA Inc (“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 a complaint.
For the purpose of regulatory 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.
Customers can make a complaint using our online complaints form or by sending an email to customer complaints@wirexapp.com. Alternatively, customers can call us at (833) 440 0882.
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.
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.
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.
If the customer is an eligible complainant, they are able to refer a complaint to the CFPB if they are not satisfied with the outcome of a complaint.
It is recommended that customers allow us to complete our internal complaints procedure before they refer concerns to the CFPB.
Further information on the process for raising a complaint with the CFPB can be found via How to File a Complaint
We will regard a complaint as closed in the following circumstances:
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.
If you have any questions about our complaints process, please contact us at customercomplaints@wirexapp.com