Travelex complaints handling
Find out how Travelex handles complaints about orders and services, how to make a complaint, and what happens next.
Making a complaint
Use the information below to understand how complaints are handled and what to expect from the process for Travel Money Card or orders and services enquiries.
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 Service Quality team for Travelex complaints, at CurrencyServices.ServiceQuality@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:
- Your name address and e-mail address
- Your contact details, so we can get in touch with you during our investigation
- A description of the events surrounding the complaint, including any relevant supporting documentation
- 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.