Complaints Handling


Complaints Handling Process

How to make a complaint

We are committed to offering the highest standards of service to our customers and to treat them fairly. However, we understand that sometimes things go wrong, so if you would like to make a complaint, please contact the Wire service desk at wire.support@travelex.com

Information we need in order to help us resolve your complaint

When raising a complaint if you provide us with all the info below it will ensure we can handle your complaint without undue delay:

  1. Your name address and e-mail address
  2. Your contact details, so we can get in touch with you during our investigation
  3. A description of the events surrounding the complaint, including any relevant supporting documentation
  4. If available, the transaction reference number

Next steps

We will acknowledge receipt of your complaint within 3 business days after the day we received your complaint. We will keep you updated on the progress of our investigation.

Final response

When we have concluded our investigation, we will send you a final response within 15 business days after the day we received your complaint, which will detail the outcome of our investigation. In exceptional circumstances, we may need up to 35 business days to investigate your complaint, but we will inform you of this within 15 business days after the day we received your complaint.

What if you are not satisfied with the final response?

In the event that you are not satisfied with our decision, or if we take more than 15 business days to resolve your complaint, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge - but you must do so within six months of the date of our final response communication.

You can call the Financial Ombudsman Service on:

  • 0800 023 4567 - calls to this number are now free on mobile phones and landlines
  • 0300 123 9123 - local charges apply
  • +44 (0) 20 7964 0500 - for use If you are abroad.

You can also text the Financial Ombudsman Service on 07860027586 and they will call you back. However, do not send any account numbers or bank details to the number.

They are open 8am to 8pm Monday to Friday, and from 9am to 1pm on Saturdays.

The address of the Financial Ombudsman Service is:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

http://www.financial-ombudsman.org.uk/consumer/complaints.htm

Alternative dispute resolution may also be available to you, which is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. Should you wish to do so, you can raise a complaint online via the European Online Dispute Resolution platform. Please note that as this platform will ultimately re-direct your complaint to the Financial Ombudsman Service, you may prefer to contact us or the Financial Ombudsman Service directly in the first instance about your complaint using the contact details noted above.