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How do I make a complaint?

We’re sorry you didn’t get the service you’d expect from Docan Money. Everyone has the right to make a complaint if they didn’t get the experience they expected — you can find more information below, and what you can do depending on your region.

Before you submit a formal complaint, you may be able to resolve your issue by some of the options below.

Email our Support

The fastest way to solve your issue is through our Customer Support — they might be able to resolve it on the spot by email.

Call our Support

You can also call this number to make a complaint: +44 20 3769 4770 .

In some regions, you may not be able to call us — in that case, you can request a call back.

For region-specific information and additional ways to contact us about a complaint, see below.

Appealing a deactivated account

If your account has been deactivated, you can make an appeal to us, and we’ll let you know about next steps.

What happens after I make a complaint?

Docan Money will:

  • email you that we got your complaint

  • ask for any extra information, if we need it

  • investigate your case and your concerns, referring to the Terms and Conditions

  • email you to explain what actions we took and why

We’ll look into your case as quickly as possible. We aim to acknowledge your complaint within 48 hours and send you a final response within 15 business days. On rare occasions, we may need to extend the deadline to investigate your case in detail and we’ll let you know if we need more time. 

What if I’m not happy with the response?

If you’re not happy with our final response, you can forward your complaint to the dispute body in your region — see the regions below.

United Kingdom, or any region not listed

If you have a complaint, please use this link to fill out our complaint form, and we’ll look into it for you.

If you don’t agree with our final response, you can make a complaint with the Financial Ombudsman Service (FOS).

You have 6 months to make a complaint after we send you a final response.

If we can’t provide you a final response in 15 calendar days, we’ll extend the deadline to 35 calendar days from the day you complained. If you don’t receive any communication from Wise in regards to your complaint within 15 calendar days, or you’re still dissatisfied with our final response, then you have the right to escalate your complaint to the Financial Ombudsman Service using the contact details listed above.