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How do I make a complaint?

If something has gone wrong, or you are unhappy with our service, you can let us know. This article explains how to make a complaint, what to expect from us, and what to do if you are still not satisfied. You can also read our Complaints Policy for more information on how we manage and respond to complaints.

Before you start

It helps to have the following information ready:

  • Your full name and the email address linked to your Send account
  • Your account login details, if available
  • The transaction reference number, if your complaint is about a transaction
  • The date or dates the issue happened
  • A clear explanation of what happened
  • The outcome you’re looking for
 

Think you have been scammed or your account has been compromised? Please contact our support team straight away using the guidance in Security and scams. If you are unhappy with how the matter is handled, you can also make a complaint using the process below.

Step 1: Contact us

You can make a complaint by phone or email.

  • Phone: 1800 982 418 (within Australia) or +61 7 5619 5700 (international)
  • Email: complaints@sendpayments.com

To help us look into your complaint as quickly as possible, please include:

  • Your full name and the email address linked to your account
  • Your transaction reference number (if your complaint is about a transaction)
  • The date or dates the issue happened
  • A clear description of what happened
  • The outcome you are looking for

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Step 2: Contact an external dispute resolution scheme if your complaint is not resolved

If your complaint is not resolved through our internal process, or you’re not satisfied with our response, you may be able to take your complaint to an external dispute resolution scheme.


What happens next

  • We will acknowledge your complaint within 1 business day.
  • We will investigate your complaint and aim to resolve it within 30 calendar days.
  • You may be asked for more information so we can fully investigate.



Australian complaints

Send Payments (SendFX Limited, AFSL 509635) is a member of the Australian Financial Complaints Authority, known as AFCA.

AFCA is an independent dispute resolution scheme and is free for consumers to use.

You can contact AFCA using the details below:

 

New Zealand complaints
If your complaint relates to services provided in New Zealand, you may need to contact Financial Services Complaints Limited, known as FSCL.

You can contact FSCL using the details below:

 

Common questions 

My transfer is taking longer than expected

  • International transfers can sometimes be delayed by recipient banks, intermediary banks, public holidays, or extra checks needed for compliance reasons.
  • If you are unhappy with how long your transfer is taking, you can make a complaint using the steps above. We will look into it and let you know what is happening.

 

The exchange rate I received wasn't what I expected

  • Exchange rates can change. The rate confirmed when you booked your transfer is the rate that applies.
  • If you believe the rate shown to you was not honoured, you can make a complaint using the steps above and we will review it.

 

I was charged a fee I didn't expect

  • Send Payments does not charge fees for our services. However, third-party banks (such as your sending bank, intermediary banks, or the recipient's bank) may apply their own fees.
  • Some pay-in methods may also have a fee charged by the third-party provider. Where this applies, the fee is shown before you confirm the transfer so you can choose a different option if you prefer.
  • If you believe an unexpected fee or charge has affected your transfer unfairly, you can make a complaint and we’ll review the matter.

 

I can't get through to support

  • Our phone lines are open 8:30am to 5:30pm AEST/AEDT, Monday to Friday. Outside these hours, please email us and we will reply as soon as we can.
  • If you have already tried to contact us and have not had a response, please email complaints@sendpayments.com with the subject line "Complaint - [your name]" so it can be prioritised.

 

I want to complain about how my personal information was handled

  • If your concern is about privacy or how your personal information has been used, please follow the same complaint steps in this article.
  • For more information, see our Privacy Policy on our website.

 

Related articles

  • Financial Services Guide
  • Terms and Conditions
  • Security and scams

 

Contact us

Call Us

Phone: 1800 982 418
International: +61 7 5619 5700
Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday

Email Us

info@sendpayments.com