We’re sorry you didn’t get the service you’d expect from Wise. If your account has been deactivated, you can always make an appeal, and we’ll review your details again to see if we can reactivate your account.
The fastest way to solve your issue is through our Customer Support — they might be able to resolve it on the spot by email.
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.
For region specific information and additional ways to contact us about a complaint, see below.
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. On rare occasions, we may need to extend the deadline to investigate your case in detail and we’ll let you know if we need more time.
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.
United Kingdom, and any other region not listed below
If you have a complaint, please use this link to fill out our complaint form and we'll look into it for you.
If you don't agree with our final response, you can make a complaint with the Financial Ombudsman Service (FOS).
Online: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Mail: The Financial Ombudsman Service Exchange Tower, London, E14 9SR
Phone: 0800 023 4 567 (free), 0300 123 9 123, weekdays from 8:00am–8:00pm (GMT), and on Saturday from 9:00am–1:00pm (GMT)
If you’re not in the UK, call +44 20 7964 0500.
You have 6 months to make a complaint after we send you a final response.
If we can't provide you a final response in 14 calendar days, we’ll extend the deadline to 35 calendar days from the day you complained. If you don’t receive any communication from Wise in regards to your complaint within 15 calendar days, or you remain dissatisfied with our final response, then you have the right to escalate your complaint to the Financial Ombudsman Service using the contact details listed above.
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.
If we can't provide you a final response in 14 calendar days, we’ll extend the deadline to 30 calendar days from the day you complained.
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.
If we can't provide you a final response in 14 calendar days, we'll extend the deadline to 56 calendar days from the day you complained.
China — transfers sent from CNY
If your complaint is related to the financial services regarding a transfer sent from CNY, please contact us first, regardless of your address. We'll do our best to resolve your complaint, but we can’t provide you with a final response. If you’re not satisfied with our proposed solution, we will provide you with the details of our partner so you can escalate this further.
If your address is in China, but your transfer wasn't sent from CNY, we can still send you a final response. You can forward it to our UK arbitration body — find their contact details at the bottom of this page.
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 email 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.
If your complaint is related to assets, you can make a complaint to the Consumer Disputes Committee operating at the Estonian Consumer Protection and Technical Regulatory Authority.
A complaint can also be filed with the Consumer Disputes Committee via the Online Dispute Resolution environment, by email to avaldus@komisjon.ee or by mail to the secretariat of the Consumer Disputes Committee at Endla 10a, 10122 Tallinn, Estonia.
Customers may examine the rules of procedure of the committee on their website.
Assistance with cross-border consumer disputes is provided by the European Union Consumer Center.
As TINV Europe AS is supervised by the Estonian Financial Supervision Authority, a complaint about the services the firm provides can be submitted to the EFSA via this form on their website.
If we can't provide you a final response in 14 working days, for reasons beyond our control, we’ll extend the deadline up to 35 additional working days. If you don’t receive any communication from Wise in regards to your complaint within 15 calendar days, you have the right to escalate your complaint to the applicable arbitration body listed above.
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.
If we can't provide you a final response in 14 calendar days, we’ll extend the deadline to 20 calendar days from the day you complained.
Israel
In Israel, you have multiple options for escalating your complaint further. You can contact the Israel Complaint Officer, Laura Lenihan, at complaints@wise.com. In addition, you have the right to refer your complaint to The Capital Market, Insurance and Savings Authority (CMISA), free of charge. You can read about your rights through CMISA here.
CMISA contact details:
Website: https://pe.cma.gov.il/
Online complaint form: https://pe.cma.gov.il/sp/sp
Via Fax number: 02-5695352
Via email: Panats-sh@mof.gov.il
Via post: The Insurance Supervisor, Public Inquiries Unit - The Capital Market, Insurance and Savings Authority, 4 Am v’Olamo St., Jerusalem, Zip Code 9546304, Israel.
If we can't provide you a final response in 14 calendar days, we’ll extend the deadline to 21 calendar days from the day you complained for senior citizens or 60 calendar days from the day you complained for everyone else.
Japan
For general inquiries, please contact Wise Customer Support (0800-080-4317 (toll free) / 050-3161-3745 (paid).
If you have a complaint or dispute that can't be resolved by our Customer Support, you can contact these external organizations:
Japan Payment Service Association Customer Service (Japanese only)
Website: https://www.s-kessai.jp/consumer/giftcard_prica_netprica/funds_consumer_inquiry_cg.html
Phone: +81 3 3556 6261 (JST)
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:
Tokyo Bar Association Dispute Resolution Center
Phone: 03 3581 0031
Daiichi Tokyo Bar Association Arbitration Center
Phone: 03 3595 8588
Daini Tokyo Bar Association Arbitration Center
Phone: 03 3581 2249
If we can’t provide you a final response in 14 calendar days, we'll extend the deadline to 35 calendar days from the day you complained.
Malaysia
In Malaysia, you can make a complaint with the Ombudsman Financial Services (FOS). You have 6 months to make a complaint after we send you a final response. Also, Bank Negara Malaysia Laman Informasi Nasihat dan Khidmat (BNMLINK) accepts general enquiries and complaints on matters relating to Financial Service Providers (FSPs) which are regulated by Bank Negara Malaysia.
If we can't provide you a final response in 14 calendar days, we'll extend the deadline to 21 calendar days from the day you complained.
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/
If we can't provide you a final response in 14 working days, we'll extend the deadline to 20 working days from the day you complained.
Philippines
In the Philippines, you can make a complaint with the Bangko Sentral Consumer Assistance Mechanism.
Website: Bangko Sentral ng Pilipinas Consumer Assistance Mechanism
Email: consumeraffairs@bsp.gov.ph
Phone: (02) 5306-2584, (02) 8708-7087
Mail: Consumer Protection and Market Conduct Office Strategic Communication and Advocacy, 10th Floor Multi-Storey Building, BSP Complex A. Mabini Street Malate, 1004 Manila
If we can't provide you a final response in 14 calendar days, we'll extend the deadline to 45 calendar days from the day you complained.
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. Also, complaints can be sent to The FIDReC (Financial Industry Disputes Resolution Centre Ltd). Their complaint handling process can be found here. The eligibility to file a complaint can be evaluated here.
If your complaint is related to assets, you can make a complaint to Fidrec.
Online: https://www.fidrec.com.sg/
Email: info@fidrec.com.sg
Address: 36 Robinson Road #15-01 City House Singapore 068877
Phone: (65) 6327 8878, Fax: (65) 6327 8488/ (65) 6327 1089
Opening Hours: Mondays to Fridays, 9 am to 6 pm (excluding Public Holidays). Should you require an officer to assist you, please schedule an appointment with FIDReC to secure a timeslot for consultation.
Assets Customer Agreement (SG)
If we can't provide you a final response in 14 calendar days, we'll extend the deadline to 20 calendar days from the day you complained.
United Arab Emirates
If we couldn't reach a resolution, you can raise a complaint with the ADGM Court.
Website: https://adgmcourts.com/
If we can't provide you a final response in 14 calendar days, we'll extend the deadline to 60 calendar days from the day you complained.
US
In the US, you can make a complaint online with the Consumer Financial Protection Bureau, or your state regulator.
If we can't provide you a final response in 14 calendar days, we'll extend the deadline to 26 calendar days from the day you complained.