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Wise Complaints Handling Process.

At Wise, we take complaints seriously and aim to resolve them as quickly as possible.

How to make a complaint.

Please send an email to [email protected] with the subject line “Complaint” and include the following information:
  • Your full name and contact details
  • Your company name (if applicable)
  • A clear description of your complaint
  • Any relevant supporting documents or evidence
Our process.
  1. Acknowledgement
    • We will acknowledge your complaint within 1 business day of receiving it.
  2. Initial Handling
    • A member of the Wise team will investigate and aim to resolve your complaint as quickly as possible.
  3. Escalation to Manager
    • If your complaint is not resolved within 5 working days, it will be escalated to a manager-level member of the Wise team.
  4. Escalation to Senior Team
    • If your complaint remains unresolved after escalation, it will be reviewed by a senior member of the Wise team for further resolution.
Our commitment.
  • We aim to handle all complaints fairly, consistently, and promptly.
  • You will be kept informed of the progress at each stage.