Complaint Information & Important Consumer Notices

How to file a complaint

We have established procedures and policies to ensure that any complaint you may have is properly considered and appropriate measures are taken to address any issues.

If you are an individual (consumer) or business customer using the WU® Online FX platform please contact:

By Telephone: 0808 234 3943


For more information on how we handle your complaints, please read the document supplied via the link below.

We will resolve most complaints within fifteen working days. If we are unable to do so, we will contact you again, to keep you informed of our progress and indicate when we will issue the final response.

As soon as we have established all the facts and completed our investigation, we will provide you with a formal written response which will set out our findings and explain our final position. This response will be issued by e-mail, in PDF format. A postal copy can be supplied on request.

As your complaint relates to a product or service purchased online, you can contact the European Commission using their Online Dispute Resolution (ODR) platform. The ODR portal offers out-of-court solutions to disputes connected to online transactions. You can access the ODR platform by clicking on the following link: This platform allows consumers to submit their complaint through a central site which will forward the complaint to the right Alternative Dispute Resolution (ADR) scheme. This is designed to help consumers resident in the EU get access to dispute resolution if they remain unhappy with the response they have received from the business established in the EU. As the ODR platform will refer your complaint to the UK Financial Ombudsman Service, you may prefer to contact us or the Financial Ombudsman Service directly in the first instance.

As the applicable out-of-court body for this service is the UK Financial Ombudsman Service (FOS), our final response will also include details of your right to contact FOS, should you remain dissatisfied with our investigation or the outcome of your complaint.

If after 35 days your complaint is still unresolved, you will be entitled to refer your complaint, subject to eligibility, to the Financial Ombudsman Service at this stage.

Should you decide to ask the Financial Ombudsman Service to review your complaint, you must do so within six months of the date of our final response letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances.

Their contact details are shown below:

Phone: 0800 023 4567 or 0300 123 9 123 (or +44 20 7964 0500 if calling from outside the UK)

Post: Financial Ombudsman Service
          Exchange Tower
          E14 9SR
          United Kingdom

Details of the type of complaints that are eligible to be considered by the Financial Ombudsman Service are available on their website: