Complaints Resolution Process

What should you do if you have a complaint?

To file a complaint, please contact Western Union Business Solutions (WUBS) before contacting the external resolution authority with a complaint.

Our primary goal is to provide superior customer service and competitive exchange rates. To achieve this goal, we would like to hear from you if you are dissatisfied with our customer service or any of the financial products provided to you.

We have established procedures and policies to ensure that any complaint you may have is properly considered and appropriate measures are taken. Should you have reason to complain, then it is important that you first advise your usual WUBS representative.

If your complaint is not quickly resolved to your satisfaction, please contact our WUBS Client Services Team who will investigate and provide a resolution to you in accordance with the WUBS Customer Complaints Handling Policy.

The Western Union Business Solutions (Australia) Pty Ltd  Complaint Guide will provide clarity on how to make a complaint, what you can expect from us and how long you can expect the process to take.

Contact Information for Complaints:

Client Services Australia

Email: Client Services Australia

Phone: 1800-065-720

Client Services New Zealand

Email: Customer Service NZ

Phone: 0800 436 739

If you are dissatisfied with the WUBS resolution of the complaint you have the right to refer the complaint to:

Australian Financial Complaints Authority (AFCA)

Phone:    1800 931 678 (free call)
Mail:       Australian Financial Complaints Authority
              GPO Box 3
              Melbourne VIC 3001