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Western Union Complaints Process

At Western Union, we value our customers and are committed to providing high-quality services. If something goes wrong, we want to know about it so we can resolve the issue and improve our service.

This page outlines our complaints process, and explains how you can contact us, what you can expect, and your escalation options.

What is a Complaint?

A complaint is any expression of dissatisfaction about our services or products, including, but not limited to, money transfers, digital transactions, foreign exchange services or agent services.

How to Make a Complaint

Whether you are a customer with us or not, you have the right to complain and you can contact us through the following channels:

Chat: Contact us through the link above.

Phone: Call our Customer Service team at 1800 654 238.

Email: ireland.customer@westernunion.com

Post: Western Union Payment Services Ireland Limited

Level 2, The Loft, Building 13

Pembroke District, Sandyford Road

Dundrum Town Centre

Dublin 16

Ireland

D16 F2K1

What Information Should I Provide?

To help us handle your complaint effectively, please include:

• Your full name and contact details,
• The Money Transfer Control Number (MTCN) or transaction details (if applicable),
• Details of your complaint, along with supporting information/copies of any additional documentation you want to provide.

Our Complaints Handling Process

We will always do our very best to resolve your complaint as soon as we can, but sometimes it might take longer than we would like. Here’s what you can expect from us:

1. Acknowledgement
   We will acknowledge receipt of your complaint within 5 business days.
2. Investigation
   We will investigate the matter promptly and keep you updated on the progress throughout.
3. Final Response
   We aim to resolve all complaints within 15 business days, however, depending on the complexity, it may take up to 35 business days. We will contact you throughout to keep you informed about the progress.

Our final response will include:

• The outcome of our investigation
• Any proposed resolution or redress
• Details of your right to refer the matter to the Financial Services and Pensions Ombudsman (FSPO) if you are not satisfied.

If you are dissatisfied with the resolution proposed by Western Union, you have the right to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO).

Address: Lincoln House, Lincoln Place, Dublin 2, D02 VH29
Tel: +353 1 567 7000
Email: info@fspo.ie
Website: www.fspo.ie