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.

View specific information for:

 

Australia and New Zealand

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]

 

Canada

If you have a complaint pertaining to the Code of Conduct for the Payment Card Industry in Canada, you may report a complaint to Flywire in one of the following ways:

  • Contact your Flywire Relationship Manager
  • Call us at 1-800-346-9252
  • Email it to us at: [email protected]
  • Mail it to us at: Flywire Payments Canada, Inc., Brookfield Place, 181 Bay Street, Suite 1800, Toronto, Ontario M5J 2T9

To assist us in reviewing your complaint, please provide the following information, to the extent applicable:

  • Merchant Contact Details. The full legal name and address of the merchant on whose behalf you are reporting the complaint.
  • Contact Person. The name, title, phone number, and email address of you or the person to whom we should address our response. 
  • Summary of Concerns. A summary of your concerns, including names of Flywire personnel you dealt with, dates when your discussions with Flywire occurred.  The more detail you provide, the quicker we will be able to resolve your complaint.
  • Documents. Copies of any supporting documentation (i.e. agreements, statements, correspondence from other service providers).

Please visit the Financial Consumer Agency of Canada’s website for more information on merchant rights under the Code of Conduct for the Payment Card Industry in Canada.

Following receipt of your complaint we will:

  • Acknowledge receipt of your complaint within five (5) business days.
  • Provide our final decision in writing within twenty (20) business days of receiving your complaint, along with:
    • A summary of the complaint;
    • The final result of the investigation;
    • The final decision and an explanation of our decisions;
    • Information on how to further escalate your complaint in the event of an unsatisfactory outcome.

If we cannot provide a response to you within twenty (20) business days, you will be informed of the delay, the reason for the delay, and the expected response time.

Nothing restricts you from directly filing a complaint with the Financial Consumer Agency of Canada (“FCAC”) to investigate non-compliance with the Code.