How do I make a complaint?

We’re sorry to hear you’ve had a problem with our service. Our main goal is to solve your issue as quickly as possible.

We aim to:

  • acknowledge your complaint within 1 working day

  • send a final response to your complaint within 15 calendar days

In rare cases, we may need to extend the deadline to investigate your case in detail, and we’ll always let you know if we need more time.

Contact our Customer Support team directly to resolve your issue quickly.

If you need more information for your region, you can view it under Regions below.

1. Do you need help with something?

Yes

If you have an urgent issue with your account or transfer, contact our Customer Support team directly. They can solve most problems quickly.

No

Go to Question 2.

2. Has your account been deactivated? 

Yes

Go to Question 3.

No

If you’ve already spoken to our support team, and you’re not happy with the resolution, you can make a complaint by filling out our complaint form.

After you make a complaint, we'll:

  • email you that we’ve received your complaint form

  • 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

What if I’m not happy with the complaint response?

If you’re not happy with our final response, you can forward your complaint to the dispute body in your region — see the information in the Regions section below.

3.  Have you appealed?

Yes

Go to Question 4.

No

If you’re concerned about your account closure, the best and fastest way to have this decision reviewed is by appealing the decision.

How to appeal

If your account has been deactivated, you can make an appeal to us or request a refund here.

Learn how to appeal

If you have issues accessing the appeal link, just reply to the original email we sent you about your account deactivation to start your appeal, and our team will contact you, or reach out to our Customer Support team directly.

Requesting a refund

If you still have money in your Wise account when it's closed, you may see two options on the appeal page:

  1. Appeal our decision

  2. Request a refund

If you choose to request a refund, we'll ask for the bank details of an account outside of Wise where we can send your money.

We recommend that you make an appeal first, as our team won't be able to help before you do. If you're still unhappy following your appeal, or if you prefer to make a complaint at this time — you can fill out our complaint form. We’ll investigate your case, and aim to provide a response within 15 calendar days.

4. Are you waiting for a refund?

Yes

We'll always do our best to return any money you have with us. You usually have 90 days from when we first email you to move your money out.

Pending payments

When we close your account, we cancel all pending transfers. After reviewing your account, we’ll work on returning any money that you’ve already sent, the way we received it. But first, we need to carry out security checks as part of our regulation. While we do that, your money and information will be safe and secure.

Refund time depends on how you paid for your transfer:

  • by card: 3–10 working days

  • by bank or wire transfer: 2–3 working days

  • by bank debit or ACH: up to 90 working days, while we carry out due diligence checks

Important things to know

  • Currencies — if you have money in a currency we can't send out from our system, we may need to convert it to a different currency before returning it. We’ll always communicate this with you first

  • Negative balances — if you have a negative balance in any currency, you must add money to clear it before we can return your remaining funds

  • Withdrawal time — getting your money back can take several business days, as the timeline depends on the currencies and the receiving banks involved

If you need urgent support with your refund, contact our Customer Support team directly to resolve your issue quickly.

If you still prefer to make a complaint, you can fill out our complaint form. We’ll investigate your case, and aim to provide a response within 15 calendar days.

No

Go to Question 5.

5. Would you still like to make a complaint?

Yes

If you’ve already spoken to our support team and you’re not happy with the resolution, you have the right to make a formal complaint.

We’ll look into your case as quickly as possible. We aim to acknowledge your complaint within one working day and send you a final response within 15 calendar days. In rare cases, we may need extra time to investigate your case thoroughly. If that happens, we’ll let you know and share the new deadline.

Fill out our complaint form

What happens after I make a complaint?

Wise will:

  • email you that we’ve 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

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 — see the information in the Regions section below.

No

If you need further help from us, contact our Customer Support team directly to resolve your issue quickly.

Regions

United Kingdom, or any region not listed below

If you have a complaint, you can 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).

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 15 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're still 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

  • Wise Australia Pty Limited, AFCA membership number: 76929

  • Wise Australia Investments Pty Ltd, AFCA membership number: 106571

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 15 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 15 calendar days, we'll extend the deadline to 56 calendar days from the day you complained.

China

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'll 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 top of this page.

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

How you can get in touch depends on what topic your issue relates to.

Wise Account, Wise Card or Send money product

If you're located in the European Economic Area (EEA), then the Wise Account, Wise Card or Send product are provided to you by Wise Europe SA (reg. 0713.629.988). To submit a complaint about the products provided to you by Wise Europe SA, please reach out to us:

  • Email our Customer Support

  • Phone Wise: +3226203420

We encourage you to always first contact us directly to resolve your complaint in the most efficient way. If you’re not satisfied with our final response, you have the right to escalate your complaint to a qualified entity such as the Ombudsfin.

If you do not receive a response from us within 15 working days, you also have the right to contact the Ombudsfin. However, if for reasons beyond our control we can’t respond to your complaint within 15 working days, we may extend the time to respond by an additional 35 working days.

Contact details

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

EEA Personal Customer

If you’re located in the European Economic Area (EEA) and are a consumer, you can reach out to the Ombudsfin in one of these 4 languages: French, Dutch, German and English. 

EEA Business Customer

As a company in the EEA, you can also contact the Ombudsfin for certain disputes, namely those concerning credits and cross-border payments within the European Union up to EUR 50,000. Requests can be submitted by email or via the online complaint form available on the Ombudsfin website. 

Wise Europe SA is authorised by the National Bank of Belgium, under registration number 0713.629.988 at Rue de Trône 100 bte 3, 1000, Brussels, Belgium.

Wise Assets product (Interest, Stocks)

If you’re located in the EEA, the Wise Assets product (Interest, Stocks) is provided to you by Wise Assets Europe AS. To submit a complaint concerning the services provided to you by Wise Assets Europe AS, please reach out to us:

  • Email our Customer Support

  • Phone: (+44) 808 175 1506 (it's toll-free if you call from a local UK number).

We encourage you to always first contact us directly to resolve your complaint in the most efficient way. If we can't provide you a final response in 15 working days, for reasons beyond our control, we’ll extend the deadline to 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.

As an EEA customer of the Wise Assets product you have the right to file a complaint to one of the following authorities: 

Estonian residents 

You can file a complaint with the Consumer Disputes Committee via:

The complaint can be filed in Estonian.

Other EEA countries 

You can file a complaint with the European Consumer Centers Network (ECC Net) in the country where you live. The details about the responsible entities in each member state can be found on the ECC Net website. 

Wise Assets Europe AS is supervised by the Estonian Financial Supervision Authority, and a complaint about the firm’s services can also be submitted to the EFSA via this form. The EFSA is not a dispute resolution authority.

Wise Assets Europe AS, Company registration number 16267372, is an investment firm and is authorised by the Estonian Financial Supervision and Resolution Authority (EFSA) with the activity licence number 4.1-1/174 under the registered address Kopli tn 68a, 10412 Tallinn.

India

If your complaint concerns receiving Rupees as a business in India, make sure you speak with our Customer Support team first. But if they couldn’t resolve your issue, you can fill out our complaint form, and we'll look into it for you. 

If we can't provide you a complaint response in 15 calendar days, we’ll extend the deadline to 30 days from the day you complained.

If you don’t receive any communication from Wise in regards to your complaint within 30 days, or you remain dissatisfied with our complaint response, then you have the right to escalate your complaint to our Principal Nodal Officer. 

Please note that escalations to the Nodal Officer won't be processed if customers don’t first seek a resolution with Wise’s Complaints team. 

  • Nodal Officer: Yash Gautam nodal.india@wise.com 

In case you are not satisfied with the response, you can contact The Reserve Bank of India through their Integrated Ombudsman Scheme, 2021 (RB-IOS, 2021/the Scheme) using the details listed below:

You have one year after we send you a complaint response or, where no complaint response is received, no later than one year and 30 days to make a complaint with The Reserve Bank of India. 

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 20 working days, we’ll extend the deadline to 40 working 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, Jack Robinson, 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. 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

  • Fax number: 02-5695352

  • Email: Panats-sh@mof.gov.il 

  • Mail: 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 15 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.

  • Phone: 0800 080 4317 (toll-free) or 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 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:

  • 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 15 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 Financial Markets Ombudsman Service. 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 15 calendar days, we'll extend the deadline to 21 calendar days from the day you complained.

Mexico

If you're complaining about a transfer sent from MXN, you can raise it through our online complaint form.

If once we've provided our answer, and you have any questions or concerns you feel we haven't covered, then please get in touch.

If your address is in Mexico, but your transfer wasn't sent from MXN, we can still look into your complaint and try to resolve it. In these circumstances, you can escalate to the Financial Ombudsman Service if you're unsatisfied with our response. You can find their contact info listed further up on this page.

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 you filed your complaint with FSCL and we can't provide you a final response in 10 working days, we'll extend the deadline by an additional 10 working days

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 15 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. 

Evaluate your eligibility to file a complaint

Assets

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

  • Mail: 36 Robinson Road #15-01 City House Singapore 068877

  • Phone: (65) 6327 8878, Fax: (65) 6327 8488/ (65) 6327 1089

  • Opening Hours: 

    • Mondays–Fridays

    • 9am–6pm (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 15 calendar days, we'll extend the deadline to 20 business 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.

If we can't provide you a final response in 15 calendar days, we'll extend the deadline to 60 calendar days from the day you complained.

United States

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 15 calendar days, we'll extend the deadline to 35 calendar days from the day you complained. If this happens, we will contact you by email explaining the reason.

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