Xe Business Money Transfer Customer Complaints Charter

Xe Business Money Transfer is provided by IME (IME (M) Sdn. Bhd.) 

Your business is important to us, and we aim to resolve any matters quickly and to our mutual satisfaction.

We want to deal with your concerns fairly, effectively, and promptly. However, some complaints are more complex than others and may take some time to investigate.

We will acknowledge your complaint promptly after receiving it. We will keep you informed throughout any investigation.

In order to assist in the speedy resolution of any complaint you may have, it’s important that we understand your complaint fully. Sometimes this means we may ask you to address your concerns to us in writing. This can be either by email or post to the addresses below.

We have established internal procedures for investigating any complaint, which may also involve experienced members of staff from Xe Companies (including IME based in Malaysia, and Xe Globally) considering or investigating the complaint. Where appropriate, this will be someone who was not directly involved in the matter which is the subject of your complaint. The member of staff will either have authority to settle your complaint or will have ready access to someone who has the authority.

Our response will fully address the subject matter of your complaint and, if appropriate, will offer redress. If you phone us during our investigation and the member of staff handling your complaint is not available, then another member of our team will try to assist you.

Unless applicable data protection laws require responses within shorter timescales, we will try to resolve any complaints you have about the service we provide to you within 15 business days of receiving your complaint and in exceptional circumstances, within 35 business days (and we will let you know if this is the case).

Where a matter is disputed, we will look to fix any error on our part as quickly as possible, and endeavour to provide further support to clients as appropriate.

Where a transaction is cancelled and a refund requested, we will endeavour to return funds within 7 days to the originating account.

You can contact Xe Malaysia during the hours of 0900 and 2100 (services provided by IME):

XE Business Money Transfer

IME (M) Sdn. Bhd. (Registration No. 200101027074 (562832-V)

East High Zone Office, Unit 38-02, Level 38, Q Sentral 2A, Jalan Stesen Sentral 2, Kuala Lumpur Sentral, 50470, Kuala Lumpur, Malaysia

Call: +3120 8080 367

Toll Free No: 1800882077

Web: www.xe.com

If IME is unable to resolve your complaint you may also complain to Bank Negara Malaysia at 1-300-88-5465. Please note:

• IME shall not be liable for any amount in excess of the amount equal to the principal transfer amount and the fees paid by IME accepts no liability for services delays or any failure to perform the transaction in accordance with your instructions due to local regulations or circumstances outside its control. IME will not be liable for any indirect or consequential loss. IME will not be responsible for goods and services that may be paid for by a Transfer.
• If an incorrectly executed transaction is made you must inform IME on becoming aware of such a transaction and no later than 21 days after the date of the transaction
• If you provide IME with incorrect information in the Form regarding the Beneficiary, IME will not be liable for the non-execution or the defective execution of the However, IME will make all reasonable efforts to recover the Transfer

The agreement is to be construed in accordance with the law of Malaysia and any dispute with respect to the agreement is to be subject to the exclusive jurisdiction of the Malaysian courts.

IME (M) SDN BHD

Company Registration No. 200101027074 (562832-V)

Regulated by Central Bank of Malaysia

Money Services Business Licensee under the Money Services Business Act 2011

License Serial No. 00345