Complaints Procedure

If you have a complaint, you may access Travelex Card Services Limited’s internal dispute resolution procedure by:

Travelex Card Services Limited will handle all complaints according to its internal dispute resolution procedure. You will not be charged a fee when making a complaint. The dispute resolution procedure requires that Travelex Card Services Limited seek to resolve your complaint within 21 days, although it is not always possible to do so. If Travelex Card Services Limited is unable to resolve your complaint to your satisfaction within 45 days, you may be eligible to escalate the complaint to Travelex Card Services Limited’s external dispute resolution service. The period of 45 days may be extended in exceptional circumstances or where Travelex Card Services Limited decides to resolve the complaint under the rules of the Mastercard scheme. If you wish to escalate the complaint, please tell Travelex Card Services Limited this and the referral will be facilitated free of charge. The external dispute resolution service will not charge a fee to any complainant to investigate or resolve a complaint. The external dispute resolution service available for the Westpac Global Currency Card is: 

Financial Services Complaints Limited