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File a complaint

Western Union International Bank attaches the utmost importance to the quality of its services and focuses on client satisfaction at all times. However, when a problem arises that is likely to damage the quality of the client relationship, Western Union International Bank is committed to processing the complaint within a maximum period of two months from the date the complaint is received to the date the response is sent to the client (except in warranted extenuating circumstances).

Claim for a payment service:

We will acknowledge receipt of the customer's complaint within 5 business days of the date of receipt of the claim.
We will investigate any claim and send a response within 15 business days of receipt. If we are unable to provide a complete response within 15 business days of receipt for reasons beyond our control, we will send a response clearly stating the reason for the delay and a deadline for a complete response; this date shall not exceed 35 working days after the date of receipt of the claim.

Claim for an investment service or financial instrument:

For the processing of the claim, we undertake to respect a deadline of ten working days maximum from the receipt of the claim, to acknowledge receipt, unless the answer itself is provided to the customer within this time.
We undertake to respect a deadline up to two months between the date of receipt of the complaint and the date of dispatch of the response to the client, except in the event of duly justified special circumstances.

Processing a complaint

1. Your Client Manager
First of all, you can contact a Client Manager at 0805 980 233 (toll-free call from a landline) or +33 171 04 54 90 from abroad.

2. The Client Relationship department
If the answer you receive is not satisfactory, contact the Client Relationship department.

By email: 
WUBSFrance@westernunion.com

By mail:
Western Union International Bank GmbH
Succursale Française
Service Relation Clientèle
Tour Manhattan,
5-6 place de l'Iris,
92095 Paris La Défense Cedex
France

3. Mediation
In the absence of a satisfactory solution, you can contact the Autorité des Marchés Financiers Ombudsman for investment services.

Throughout the process, mediation is voluntary for both parties. It is never restrictive: the Ombudsman proposes but does not impose.

• You can post a letter to the following address:
Autorité des marchés financiers -
Le médiateur
17, place de la Bourse
75082 Paris Cedex 02
France

• An electronic form is also available on the website: www.amf-france.org

After having appraised your case, the Ombudsman issues a recommendation on your dispute based on legality and equity.

Find out more about the AMF Ombudsman and the mediation process.