How do I make a complaint?

We’re sorry you didn’t get the service you’d expect from Wise. If you’re experiencing an issue, you can login to contact us first, and we'll look into it for you.

If your account was deactivated, you can always make an appeal, and we’ll review your details again to see if we can reactivate your account. Learn what to do if your account was deactivated.

You can also call this number to make a complaint: +44 808 175 1506 (it is toll free if you call from a local UK number). Please note, our standard opening hours apply.

What happens after I make a complaint?

Wise will:

  • email you that we got your complaint

  • ask for any extra information, if we need it

  • investigate your case and your concerns, referring to the Terms and Conditions

  • email you to explain what actions we took and why

We’ll look into your case as quickly as possible, and will send you a final response within the timeframe listed for your region.

Your region is based on the address you have on your Wise account:

  • Australia: within 45 days

  • European Economic Area (European Union member states plus Iceland, Liechtenstein and Norway): within 15 working days

  • Indonesia: you can expect a final response within 20 working days after we have all required information needed to investigate, however in some cases it could take up to 40 working days.

  • Malaysia: within 60 days

  • New Zealand: 20 business days, or a maximum of 40 business days if more time is needed

  • Singapore: within 30 working days

  • United Arab Emirates: within 60 days

  • United States: if we can’t send a final response within 10 working days, we’ll let you know. In some cases, we can take up to 90 days to check your case.

  • UK and any other region not listed above: if we can't send a final response within 15 working days, we'll let you know. In some cases, we can take up to 35 business days to check your case.

What if I’m not happy with the response?

If you’re not happy with our final response, you can forward your complaint to the dispute body in your region.

Australia

In Australia you can make a complaint with the Australian Financial Complaints Authority (AFCA).

  • Website: www.afca.org.au

  • Email: info@afca.org.au

  • Phone: 1800 931 678 (free call)

  • Mail: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001

The AFCA has time limits for when you can make a complaint. Check these on the AFCA website.

Brazil

If you have an issue that hasn’t been resolved by our customer support team, you can send your case to the Ouvidoria. You’ll get a response within 2 business days, and a final response within 10 business days. Learn more about our Ouvidoria service.

Indonesia

In Indonesia, you can make a complaint with Bank Indonesia. You have 60 days to make a complaint after we send you a final response. You may  escalate the complaint to Bank Indonesia after you have reached an impasse regarding your case, or are unsatisfied with the final outcome of the decision.

Japan

For general inquiries always contact Wise customer support. But if you have a complaint or dispute regarding your transfer with us, you can use these external organisations:

Japan Payment Service Association "Customer Service" (Japanese only)

Complaint Processing Procedures (The financial ADR system)

ADR (Alternative Dispute Resolution) is a system that aims to resolve problems through discussions without trial. If a consultation/complaint requested by you has not been resolved after a considerable period of time, and you wish to have it resolved by a third-party organisation, we will suggest you to contact the following organisations:

  • Complaint Processing Procedures Japan Payment Service Association

  • Phone: 03 3581 0031

  • Dispute Resolution Procedures Tokyo Bar Association Dispute Resolution Center

  • Phone: 03 3595 8588

  • Daini Tokyo Bar Association Arbitration Center

  • Phone: 03 3581 2249

Malaysia

In Malaysia, you can make a complaint with Ombudsman Financial Services (OFS). You have 6 months to make a complaint after we send you a final response.

New Zealand

In New Zealand you can make a complaint with the Financial Services Complaints Ltd.

  • Website: https://fscl.org.nz/

  • Email: complaints@fscl.org.nz

  • Phone: 0800 347 257

  • Mail: FSCL, PO Box 5967, Wellington 6140

Submit an online form through: https://fscl.org.nz/about-us/complaints/complaint-form/

Singapore

In Singapore you can make a complaint online with the Monetary Authority of Singapore (MAS). You have 6 months to make a complaint after we send you a final response.

US

In the US, you can make a complaint online with the Consumer Financial Protection Bureau, or your state regulator.

European Economic Area (European Union member states plus Iceland, Liechtenstein and Norway)

If you’re located in the European Economic Area, you can reach out to the Ombudsfin in one of the 4 languages - French, Dutch, German and English. Requests can be submitted by e-mail or via the online complaint form available on the Ombudsfin website. Please make sure you have reached out to Wise first and that no more than one year has passed since your complaint to Wise.

  • Website: www.ombudsfin.be

  • Email: ombudsman@ombudsfin.be

  • Mail: Ombudsfin, North Gate II, Boulevard du Roi Albert II, n°8, bte. 2, 1000 Brussels, Belgium (handling of complaints by post is currently suspended due to the temporary force majeure situation)

  • Phone: + 32 2 545 77 70 (available on weekdays in the morning only for general information)

If you live in the European Economic Area, you can also make a complaint on the European Commission website. When they ask for an email address for us, enter complaints@wise.com.

United Arab Emirates

If we are unable to reach a resolution you can raise a complaint with the ADGM Court.

United Kingdom, and any other region not listed above

You can make a complaint with the Financial Ombudsman Service (FOS).

You have 6 months to make a complaint after we send you a final response.

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