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, 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 30 days
Canada: within 14 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 needed information to investigate; 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
Philippines: 14 calendar days
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.
United Kingdom 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 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 (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.
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)
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:
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.
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
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.
Website: https://adgmcourts.com/
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).
Online: www.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.