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How do I make a complaint?

Last updated: April 2nd, 2021

We’re sorry you didn’t get the service you’d expect from 3E. To make a complaint, pleasesend us an emailand include:

What happens after I make a complaint?

3E will:

We’ll look into your case as quickly as possible, and will send you a final response within the time frame listed for your region.

Your region is based on the registered address of your 3E account:

What if I’m not happy with the response?

If you’re not happy with our final response, you can forward your complaint to the dispute body in your region.

Australia

In Australia you can make a complaint with the Australian Financial Complaints Authority (AFCA).

The AFCA has time limits for when you can make a complaint. Check these on theAFCA website.

Japan

For general inquiries alwaysCustomer Support. But if you have a complaint or dispute regarding your transfer with us, you can use these external organisations:

Japan Payment Service Association "Customer Service" (Japanese only)

Complaint Processing Procedures (The financial ADR system)

ADR (Alternative Dispute Resolution) is a system that aims to resolve problems through discussions without trial. If a consultation/complaint requested by you has not been resolved after a considerable period of time, and you wish to have it resolved by a third-party organisation, we will suggest you to contact the following organisations:

Singapore

In Singapore you can make a complaint online with theMonetary Authority of Singapore(MAS). You have 6 months to make a complaint after we send you a final response.

US

In the US, you can make a complaint online with theConsumer Financial Protection Bureau, or yourstate regulator.

European Economic Area (European Union member states plus Iceland, Liechtenstein and Norway)

If you’re located in the European Economic Area, you can reach out to the Ombudsfin in one of the 4 languages - French, Dutch, German and English. Requests can be submitted by letter, fax, e-mail or via the online complaint form available on the Ombudsfin website. Please make sure you have reached out to 3E first and that no more than one year has passed since your complaint to 3E.

If you live in the European Economic Area, you can also make a complaint on theEuropean Commission website. When they ask for an email address for us, enter [email protected]

United Arab Emirates

If we are unable to reach a resolution you can raise a complaint with the ADGM Court.

Indonesia

If you are living in Indonesia or sending money from IDR currency and have a complaint that you’d wish to escalate — you can turn to the Bank of Indonesia.

For physical mail:

You have 60 working days to make a complaint after we send you a final response.

United Kingdom, and any other region not listed above

You can make a complaint with the Financial Ombudsman Service (FOS).

Economic Community of West African States (ECOWAS)

If you are living in ECOWAS area or sending money from one of the ECOWAS currency and have a complaint that you’d wish to escalate — you can turn to the Community Court of Justice of ECOWAS.

Email:[email protected]| Hon. P. Office[email protected]

Online:www.courtecowas.org

For physical address:

The Community Court of Justice of ECOWAS

10 Dar Es Salaam Crescent, Off Aminu Kano Crescent, Wuse II,

Abuja, Nigeria.

You have 3 weeks (21 days) to make a complaint after we send you a final response.

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