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.
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 can make a complaint to the relevant authority in your region.
Complaint and error resolution by region
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
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.
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
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
Phone: 0800 347 257
Mail: PO Box 5967, Wellington 6145
Fax: (04) 472 3728
If you live in the UK, 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.
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
Please raise your complaint further with your state regulator.