We aim to provide the best possible experience and service, but we know that we don't always get it right.
We want to hear from you when we don't. Your feedback helps us to make important changes which mean that we don't make the same mistakes again.
Appeal an account closure
If you believe your account was closed or locked in error, you can submit an appeal for us to review the decision.
Speak to our leadership team
If you're not satisfied with your experience, we'd like the chance to make it right. Schedule a call with a member of our leadership team using the link below.
Make a formal complaint with us
If you've already spoken with our care team and are unhappy with the response, you can submit a formal complaint by completing our complaints form.
We'll reply within 24 hours. If we need more time, we'll let you know and provide regular updates on our progress.
Raise your complaint with a regulator
You have the right to refer your complaint to the regulator if you're not happy with our final response.
Please choose the country where you started your transfer to find your regulator's
contact details.
Australia
You can make a complaint by:
- completing our online form.
- emailing us at help@support.xe.com
- calling us on 1800 875 483 or +61 2 8270 4500
- writing to us at Level 5/28 Margaret st, Sydney, NSW, 2000
- speaking to us on Live Chat
To help us investigate and resolve your complaint effectively, please provide the following information when you make your complaint:
- Your full name, address and contact phone number(s);
- Your account number;
- A description of your complaint;
- Any additional documentation or information that may support your complaint and help us to resolve it; and
- How you would like us to address your complaint.
How will Xe handle my complaint?
When we receive your complaint, we will acknowledge receipt of it promptly, i.e. within 24 hours, one working day or as soon as practicable after receiving it.
We aim to provide a final response within 30 calendar days of receiving your complaint. If we need more time to review your complaint, we'll contact you to let you know and keep you updated as our investigation progresses.
What if I'm not satisfied with your final response?
You have the right to take your complaint to the Australian Financial Complaints Authority if you're not happy with our final response. Their contact details are:
Australian Financial Complaints Authority
Online: 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 Australia
For Privacy related complaints, please refer to our Privacy Notice or to the Office of the Australian Information Commissioner.
Canada
Please complete our online form. Once we have received your complaint, we will:
- Promptly acknowledge receipt of your complaint.
- Contact you if we need more information.
- Investigate your complaint, in line with our terms and conditions.
- Provide a final response by email.
When will I receive your final response?
We aim to provide a final response within 15 working days of receiving your complaint. If we need more time to review your complaint, we'll contact you to let you know and keep you updated as our investigation progresses.
What if I'm not satisfied with your final response?
There is no regulatory body in Canada for consumers who want to make a complaint about a Payment Service Provider.
If you're not happy with how we handled your complaint, please let us know and we'll investigate further.
Europe
Please complete our online form to make a complaint. Once we have received your complaint, we will:
- Promptly acknowledge receipt of your complaint.
- Contact you if we need more information.
- Investigate your complaint, in line with our terms and conditions.
- Provide a final response by email.
When will I receive your final response?
We aim to provide a final response within 15 working days of receiving your complaint. If we need more time to review your complaint, we'll contact you to let you know and keep you updated as our investigation progresses.
What if I'm not satisfied with your final response?
If you're not happy with our final response, you have a right to refer your complaint to the Klachteninstituut Financiële Dienstverlening (Kifid) free of charge.
You have three months from receiving our final response or one year after officially filing your complaint with Xe Europe to raise your complaint with Kifid.
You can file your complaint online (in Dutch only) here.
To file your complaint in writing and in English, please use one of the complaint forms. Please send your completed form by post to:
Mail: Kifid, Consumentenloket, Postbus 93257, 2509 AG Den Haag, The Netherlands
Other contact information for Kifid:
Phone: +31 70 333 8 999
E-mail: consumenten@kifid.nl
New Zealand
You can make a complaint by:
- completing our online form.
- emailing us at help@support.xe.com
- calling us on 0800 932 664 or +64 9 306 3700
- writing to us at Part Level 4, 2 Commerce Street, Auckland 1010, New Zealand
- speaking to us on Live Chat
To help us investigate and resolve your complaint effectively, please provide the following information when you make your complaint:
- Your full name, address and contact phone number(s);
- Your account number;
- A description of your complaint;
- Any additional documentation or information that may support your complaint and help us to resolve it; and
- How you would like us to address your complaint.
How will Xe handle my complaint?
When we receive your complaint, we will acknowledge receipt of it promptly, i.e. within 24 hours, one working day or as soon as practicable after receiving it.
We aim to provide a final response within 30 working days of receiving your complaint. If we need more time to review your complaint, we'll contact you to let you know and keep you updated as our investigation progresses.
What if I'm not satisfied with your final response?
If you're not happy with our final response, you have the right to take your complaint to Financial Services Complaints Limited (FSCL). FSCL provide a free, not-for-profit, and independent external dispute resolution service approved by the Minister of Consumer Affairs.
FSCL's role is to investigate and fairly resolve complaints. Their service is free (it does not cost anything) and their contact details are below.
Financial Services Complaints Limited (FSCL) contact details:
Website: https://fscl.org.nz/
Email: complaints@fscl.org.nz
Phone: 0800 347 257
Mail: PO Box 5967, Wellington 6140
Fax: (04) 472 3728
For Privacy related complaints, please see our Privacy Policy or to the Office of the Privacy Commissioner.
Switzerland
Please complete our online form. Once we have received your complaint, we will:
- Promptly acknowledge receipt of your complaint.
- Contact you if we need more information.
- Investigate your complaint, in line with our terms and conditions.
- Provide a final response by email.
When will I receive your final response?
We aim to provide a final response within 15 working days of receiving your complaint. If we need more time to review your complaint, we'll contact you to let you know and keep you updated as our investigation progresses.
What if I'm not satisfied with your final response?
If you’re not happy with how we handled your complaint, please let us know. We’ll review it again.
You can also take the following steps:
File a mandatory conciliation request
Before taking court action in Switzerland, you must first go through a conciliation process.
You can contact the conciliation authority:
- where the defendant is based (e.g. Zurich), or
- where the transfer took place
Example (Geneva):
Civil Conciliation Authority
Rue du Mont-Blanc 18, 1201 Geneva
Tel: +41 22 327 63 63
Each canton has its own authority. Please check the correct contact details for your area.
Conciliation hearing
- Both parties are invited to attend a hearing to try to reach an agreement
- If you reach an agreement → the case is closed
- If not → you will receive authorization to proceed
Civil court
- With the authorisation, you can file a claim with the competent civil court in Switzerland.
United Kingdom
Please complete our online form. Once we have received your complaint, we will:
- Promptly acknowledge receipt of your complaint.
- Contact you if we need more information.
- Investigate your complaint, in line with our terms and conditions.
- Provide a final response by email.
When will I receive your final response?
We aim to provide a final response within 15 working days of receiving your complaint. If we need more time to review your complaint, we'll contact you to let you know and keep you updated as our investigation progresses.
What if I'm not satisfied with your final response?
If you're not happy with our final response, you can refer your complaint to the Financial Ombudsman Service free of charge, subject to eligibility. You have six months from receiving our final response to raise your complaint with the Financial Ombudsman.
Financial Ombudsman
Online: www.financial-ombudsman.org.uk
E-mail: E-mail:complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567 or 0300 123 9 123 (or +44 20 7964 0500 from outside the UK)
Mail: Financial Ombudsman, Service Exchange Tower, London, E14 9SR, United Kingdom
USA
To raise a complaint, please complete our online form or visit our Help Centre article where you'll find our phone, mail and email address.
Once we have received your complaint, we will:
- Promptly acknowledge receipt of your complaint.
- Contact you if we need more information.
- Investigate your complaint, in line with our terms and conditions.
- Provide a final response by email.
When will I receive your final response?
We aim to provide a final response within 15 working days of receiving your complaint. If we need more time to review your complaint, we'll contact you to let you know and keep you updated as our investigation progresses.
What if I'm not satisfied with your final response?
If you're not happy with our final response, please raise your complaint further with your state regulator.