Complaints Procedure



Send Wise intends to provide the highest level of quality services to our customers and wants to meet and exceed your expectations. If our quality of service falls below the standard expected and complaints are received, we are obliged to review our service delivery and will respond to positive criticism with a willingness offer efficient and effective service to our esteemed customers.

What is a complaint?

We define a complaint as “an expression of dissatisfaction, however made, about the quality of our services, actions or lack of actions by our staff or agents affecting an individual customer or group of customers.”

Whenever a customer tells us that they are not satisfied with the standard of service received, what Send Wise has done, or what has not been done, it is regarded as a complaint.

This definition does not draw any distinction between expressions of discontent with service provision and criticism of the behaviour or actions of officers.

However, it does not include disagreements with or challenges to decisions made by officers in areas such as Money Laundry Regulation, KYC and exchange rate. Established, often statutory, processes are in place for appeals against such decisions and so they are not incorporated into the complaints procedure.

How to make a complaint

Comments and complaints can be made by email, in writing, or telephone.

How we deal with complaint

Complaint are dealt with by the service Manager, who will thoroughly investigate the matter. If your complaint is fully or partially upheld, you will receive:

  1. A detailed explanation of what happened and what we are proposing to do to ensure that such situations do not arise again
  2. An apology for any errors or omissions by Send Wise
  3. Where appropriate, the provision of a service to remedy the situation

As well as providing a judgement on whether a complaint is upheld, partially upheld or not upheld, the service manager will be required to form a judgement as to why you had a poor experience and what can be done to avoid such situations in the future. This could include:

  1. The provision of clearer information
  2. Improvement to our procedure

Complaint Handling Time

As we pride ourselves as excellent service provider who under promises and over delivers intended services to our esteemed customers. We will respond to complaint in writing within 5 working days. All complaints will be duly acknowledged and for any complaint we cannot deal with within this period, we will write to you and let you know when you can expect an answer from us. This may occur, for instance, if the complaint is of a complex nature.