We’re sorry that your experience with Xe didn’t meet your expectations. We'd appreciate the opportunity to put things right and have a dedicated team who will respond to your complaint.
Regulations vary by country. So that we can provide you with the correct information, please choose your country from the list below.
Australia
You can make a complaint by:
- completing our online form (choose 'I want to complain' from the 'What are you contacting us about?' dropdown)
- 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 to make a complaint (choose 'I want to complain' from the 'What are you contacting us about?' dropdown). 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 (choose 'I want to complain' from the 'What are you contacting us about?' dropdown). 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 (choose 'I want to complain' from the 'What are you contacting us about?' dropdown)
- emailing us at help@support.xe.com
- calling us on 0800 932 664 or +64 9 306 3700
- writing to us at PO Box 7646, Wellesley Street, Auckland 1141, 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 if you’re not happy with our final response. Their contact details are:
Financial Services Complaints Limited
Email: complaints@fscl.org.nz
Phone: 0800 347 257
Mail: PO Box 5967, Wellington 6145
Fax: (04) 472 3728
For Privacy related complaints, please see our Privacy Policy or to the Office of the Privacy Commissioner.
United Kingdom
Please complete our online form to make a complaint (choose 'I want to complain' from the 'What are you contacting us about?' dropdown). 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
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
Please complete our online form to make a complaint (choose 'I want to complain' from the 'What are you contacting us about?' dropdown). 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.