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Complaint Information &
Important Consumer Notices

How to file a complaint

We have established procedures and policies to ensure that any complaint you may have is properly considered and appropriate measures are taken to address any issues.

If you are an individual (consumer) or business customer of Western Union Business Solutions (UK) Ltd or Custom House Financial (UK) Ltd please contact us in one of the following ways:

  • Tel: 0800 096 0172
  • Email: client.support@westernunion.com
  • Post:
    Client Support Team
    Western Union Business Solutions
    PO Box 36
    Worldwide House
    Thorpe Wood
    Peterborough
    PE3 6SB
    United Kingdom

If you are an individual (consumer) or business customer using the WU® Online FX platform please contact:

For more information on how we handle your complaints please read one of the documents below.

If after eight weeks your complaint is still unresolved, we will write to you to explain why we have not been able to provide you with a final response and also indicate when we should be able to do so. We will also advise you that you may be entitled to refer your complaint, subject to eligibility, to the Financial Ombudsman Service.

If you decide to ask the Financial Ombudsman Service to review your complaint, you must do so within six months of the date of our final response letter. Their contact details are shown below: 

• Tel: 0800 023 4567
• Email: info@financial-ombudsman.org.uk
• Post:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
United Kingdom

Details of the type of complaints that are eligible to be considered by the Financial Ombudsman Service are available on their website www.financial-ombudsman.org.uk