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 log in 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's 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. We aim to acknowledge your complaint within 24 hours and send you a final response within 14 calendar days. In rare occasions, we may need to extend the deadline by a further 14 calendar days to investigate your case in detail.

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 make a transfer to or from BRL, we provide an Ouvidoria service.

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.

Canada

In Canada, no regulatory body is currently available for consumers to submit complaints against payments companies or Payment Service Providers such as Wise. We encourage you to reach out to your local regulator to support the addition of Complaints against Payment Service Providers under the remit of the Canadian government.

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 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

  • 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.

Indonesia

You can make a complaint to Bank Indonesia if you're unhappy with our final response within 60 days of us sending the response.

If your complaint is about the Wise Account or Wise card product, you should forward the complaint to the dispute body for the Wise Account or Wise card product. To do this, please follow the United Kingdom complaint process.

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 of a complaint you requested isn't resolved after a considerable period of time, and you wish to have it resolved by a third party organisation, you can contact these 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/

Philippines

In the Philippines, you can make a complaint with the Bangko Sentral Consumer Assistance Mechanism.

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.

United Arab Emirates

If we couldn't reach a resolution, you can raise a complaint with the ADGM Court.

US

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

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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