Last updated: 4 December 2023

Complaint Resolution Process Information For Clients

CLIENT COMPLAINTS PROCEDURE

Client Complaints Procedure

Airwallex (Malaysia) Sdn. Bhd. is committed to providing the highest level of service to you and we are always available to help you with your enquiries. However, in the unlikely event that you are dissatisfied with our service, please contact us and we will try our best to resolve your issue as quickly as possible.

How to lodge a complaint?

You can reach us by emailing our Head of Customer Support at [email protected]

We recommend submitting your complaint by email detailing:

• your account information

• the nature of your dissatisfaction or complaint

• your preferred solution

What happens after you make a complaint?

Your complaint will be escalated to the relevant individual or department.

• We will send you an acknowledgement that your complaint has been received by us with a case reference number.

• We will keep you informed of the progress of the matter and contact you should we require any additional information.

• We will investigate your matter thoroughly and provide a response detailing the outcome of your matter.

Please note that sometimes it may take up to 30 days to provide you with a final response. However, we will always endeavour to keep you updated on the progress of your matter.

What happens if you are not satisfied with our response?

You have the right to forward your concerns to either one of the parties below. Their contact details are as follows:

Entity	Malaysian Association of Money Services Business (“MAMSB”)	BNMLINK
Telephone	+603-7722-5208	1-300-88-5465
Website	https://www.mamsb.org.my	https://bnmlink.bnm.gov.my/