Accounts Business Solutions Transfer Options Rates & Tools Help & Support Login Register Home Disclaimer policies Complaints WorldFirst Disclaimer Policies Related content Cookie policy Terms of use Complaints policy Privacy policy Complaints policy WorldFirst is committed to providing a competitive and efficient service. We believe in employing well-trained and dedicated staff and the intelligent use of technology to help us achieve this. Unfortunately, there may be occasions when we fall below the standards you expect, and we have simple, clear procedures in place to set out how we will deal with any complaint you may have about the service you have received. How to make a complaint You can make a complaint by any means that is convenient for you – for example by letter, fax, email, telephone or in person, to any member of WorldFirst staff. You can also send an email to klantenservice@worldfirst.com. This email address is monitored during our UK office hours. The complaint will be recorded on our systems, and the person handling it will respond in writing within 3 business days acknowledging receipt and giving you their contact details, name and position. We will usually contact you by email, unless you ask us to contact you by post. We will start investigating your complaint as soon as possible and aim to resolve the matter as quickly as we can, keeping you informed of our progress. In our final response, we will explain our assessment of the complaint to you, along with any remedial action or redress. We may also take measures to improve any systems or processes where necessary. We will aim to send you our final response within 15 business days. If we’re unable to do this, we will send you an update within 15 business days setting out when we will send you our response by. If we’ve sent you our final response and you remain dissatisfied, or if you haven’t heard from us within 15 business days of raising your complaint (or after the date by which we’ve told you we’ll send you our response), you may have the right to refer your complaint to the Financial Ombudsman Service (the Ombudsman). How to get in touch Their contact details: The Financial Ombudsman Service Exchange Tower London E14 9SR Telephone: 0800 023 4567 E-mail: complaint.info@financial-ombudsman.org.uk Website: www.financial-ombudsman.org.uk Our contact details WorldFirst Netherlands B.V Herengracht 448 1017 CA Amsterdam The Netherlands Telephone: +31 20 299 4960 E-mail: klantenservice@worldfirst.com Online dispute resolution The European Commission provides an online dispute resolution (ODR) platform that allows customers who purchased a product or service online to submit their complaint through a central site. The purpose of the site is to ensure those complaints are passed to the appropriate independent dispute resolution service. If you feel that we haven’t been able to resolve your concerns, the appropriate service relating to World First UK Limited is the Financial Ombudsman Service. You can either contact them directly using the details above or you can access the ODR platform here: http://ec.europa.eu/odr You will need the following information about us to use the ODR platform: Our name: WorldFirst Netherlands B.V. Our email: klantenservice@worldfirst.com Our website address: worldfirst.com/eu Our geographic address: the Netherlands Help & Support Contact us FAQs Glossary Online security Complaints About WorldFirst About us Careers at WorldFirst Terms of Use Regulation Disclaimer Policies PSD2 Products & Services Our Account Types International Collections Account International Payments Account Importers Online Sellers Marketplaces Partners Guides Guide to foreign exchange