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.
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
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:
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
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 and independent external dispute resolution service. Their contact details are:
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.
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.