1. Purpose and Scope
At Wirex, we are committed to delivering a high standard of service and ensuring that customer concerns are addressed fairly and promptly. This policy outlines how we manage customer complaints, consistent with our obligations under Australian laws and regulations (including the Australian Securities and Investments Commission’s (ASIC) Regulatory Guide 271 Internal dispute resolution (RG 271)), and under New Zealand law (including the Financial Service Providers (Registration and Dispute Resolution) Act 2008 and the rules of our approved dispute resolution scheme, Financial Services Complaints Limited (FSCL – a Financial Ombudsman Service). It applies to complaints from customers located in Australia and New Zealand who receive services from Wirex Australia Pty Ltd, unless a separate regional complaints policy expressly applies.
2. What is a Complaint?
A complaint is defined as any expression of dissatisfaction made to or about Wirex, related to our products, services, staff, or complaint handling process, where a response or resolution is explicitly or implicitly expected. This definition reflects ASIC’s guidance and is in line with AS/NZS ISO10002:2014.
3. How to Lodge a Complaint
We encourage customers to lodge complaints through any of the following channels:
- our online complaints form
- by email at complaints@wirexapp.com;or
- by phone at +61 438 628 842.
Complaints can be made by customers directly or through an authorised representative. Making a complaint and having it investigated by Wirex is free of charge. We do not charge any fees for handling your complaint or for helping you access external dispute resolution schemes such as AFCA or FSCL.
4. Acknowledging Your Complaint
We aim to acknowledge all complaints within 24 hours, or one business day, of receipt, or as soon as practicable thereafter. Acknowledgements will generally be sent using the same communication method through which the complaint was received, unless you request otherwise.
5. How Wirex will handle your Complaint
Once we’ve acknowledged your complaint, we will assess the issue and aim to resolve it as quickly as possible. For most complaints, we will provide a final written response within 30 calendar days of receiving your complaint, in line with ASIC’s Regulatory Guide 271.
If, due to the complexity of your complaint or circumstances beyond our control, we are unable to provide our final response within this timeframe, we will notify you in writing before the deadline. This delay notification will explain the reason for the delay, tell you when you can reasonably expect our response, and inform you of your right to escalate the complaint to the Australian Financial Complaints Authority (AFCA) or Financial Services Complaints Limited (FSCL), including their contact details set out below..
6. Keeping You Informed
Wirex is committed to resolving complaints efficiently and will keep you updated on progress throughout the process. Once a final decision has been reached, we will communicate the outcome clearly, including the reasons for our decision and any remediation we will provide. We also analyse complaints to identify trends and potential systemic issues and use these insights to improve our products, services and internal processes over time.
7. If You’re Not Satisfied
If you are not satisfied with our response, or if your complaint is not resolved within the specified timeframe, you may have the right to escalate the matter to an external dispute resolution scheme. These services are free, independent, and can make determinations about your complaint.
Australian customers
If you are located in Australia, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA):
- Website: www.afca.org.au
- Phone: 1800 931 678
- Email: info@afca.org.au
- Mail: GPO Box 3, Melbourne VIC 3001
New Zealand customers
If you are located in New Zealand, you can lodge a complaint with our approved external dispute resolution scheme, Financial Services Complaints Limited (FSCL – a Financial Ombudsman Service). FSCL’s service is free to you:
- Website: www.fscl.org.nz
- Freephone (NZ): 0800 347 257
- Phone (international): +64 4 472 3725
- Email: complaints@fscl.org.nz
- Mail: Financial Services Complaints Limited, PO Box 5967, Wellington 6140, New Zealand
You should generally contact AFCA or FSCL after giving us the opportunity to resolve your complaint through our internal complaints process.
8. Accessibility
We are committed to making our complaints process accessible to all customers. If you require assistance due to a disability, language barrier, or other circumstance, please let us know and we will do our best to accommodate your needs.
9. Policy Review
This Complaints Policy will be reviewed periodically and updated to reflect any changes in legal requirements or business operations. The most current version will always be available on our website. If you have any questions or require further information about this policy, please contact us at complaints@wirexapp.com
We sincerely hope that you will never have a cause for complaint about any aspect of your dealings with Wirex. However, if you wish to make a complaint then please make sure that you contact us via the details above and provide as much information as possible