How do I make a complaint?
We’re sorry to hear that our service hasn’t met your expectations. We are always looking for ways to improve our service and solve your issues as quickly as possible.
We will take up to 20 business days to resolve your complaint. In rare cases, we may need to extend the deadline to investigate your case in detail, and we will always let you know if we need more time.
Contact our Customer Support 24/7 directly by phone or chat to resolve your issue quickly.
Would you like to make a complaint?
If you’ve already spoken to our support team and are not satisfied with the resolution, you have the right to submit a formal complaint.
Please submit your complaint and include as much information as you can.
How does EzyRemit handle your complaints?
We take complaints seriously. When we receive your complaint, we will:
- Acknowledge your complaint within 5 business days
- Send an initial response to your complaint within 10 business days
- Send a final response to your complaint within 20 business days
We will notify you if we need more time to resolve your complaint and the reasons for the extension.
What happens after I make a complaint?
After you’ve submitted your complaint:
- We will send you an email to let you know we received it.
- We will then review your complaint carefully. We might need to ask you for more information if we need it to resolve your issue. We may reach out via email or phone, so please ensure the contact info you share with us is accurate.
- In general, we will investigate your case and your concerns and try our best to resolve your issue within 10 business days. We will send you a final email within 20 business days to let you know the action we took and the reason for this.
What if I’m not happy with the response?
If you’re not happy with the outcome, you can forward complaints to the dispute body or local authority that governs financial services in your country.
New Zealand
In New Zealand, you can contact Financial Services Complaints Limited – A Financial Ombudsman Service (FSCL) in New Zealand, which provides independent and free dispute resolution services.
- Website: https://fscl.org.nz/
- Phone: 0800 347 257
- Email: complaints@fscl.org.nz
- Mail: FSCL, PO Box 5967, Wellington 6140
If you have filed your complaint with FSCL and we can't provide you with a final response within 10 business days, FSCL will extend the deadline by an additional 10 business days for us to resolve your complaint.
United States
In the US, you can make a complaint online with the Consumer Financial Protection Bureau.
If you have filed your complaint with the CFPB and we can't provide you with a final response within 15 calendar days, we will extend the deadline by an additional 45 calendar days from the day you filed your complaint. We will contact you by email to confirm the progress of your complaint and explain the reasons.