We are committed to providing you with the highest standard of service. However, we do understand there may be rare occasions where our service has not met your expectations and we encourage you to contact us about your concern or complaint so that we can resolve this for you. If you are not satisfied with the outcome of your enquiry, you are welcome to lodge a complaint.
We have a dispute resolution process in place to address enquiries and complaints. The matter will first be referred to our Complaints Team who will ask you to set out your complaint in writing, providing as much detail as possible so that we can fully investigate the issue.
If the complaint has not been resolved to your satisfaction, you may refer the matter to the Australian Financial Complaints Authority (AFCA) or the Financial Services Complaints Limited (FSCL) for determination in accordance with its rules. The AFCA is an independent external dispute resolution scheme. Details are as follows:
Australian Financial Complaints Authority Limited
GPO Box 3
Melbourne VIC 3001 Australia
1800 931 678
Fax (03) 9613 6399
www.afca.org.au
[email protected]
New Zealand Customers Only
1. Internal Complaints
You can submit a complaint directly to Flywire Singapore and Cohort Solutions New Zealand (hereinafter referred to as Flywire Singapore) through the following channels:
Online Form: https://help.flywire.com/hc/en-us/requests/new?ticket_form_id=138129 .
Phone:
- Singapore hotline
- International: +65 3138 6191
- New Zealand hotline
- Domestic: 08 004 47163
- International: +64 8 004 47163
Email: If you have any questions or wish to make a complaint, please email us at [email protected]
Flywire will:
- acknowledge the complaint within 3 working days of receipt of your complaint;
- aim to resolve your complaint within 20 working days; and
- some complaints may take longer than 30 calendar days to resolve them.
2. External Dispute Resolution
If your complaint is not resolved to your satisfaction within 30 calendar days, you can contact Financial Services Complaints Limited. This is a free, independent ombudsman service for New Zealand consumers.
Financial Services Complaints Limited
Level 4, 101 Lambton Quay
Wellington 6145 New Zealand
1800 347 257
Fax (04) 472 3728
www.fscl.org.nz
[email protected] | [email protected]