{"id":3496,"date":"2023-09-22T07:08:51","date_gmt":"2023-09-22T07:08:51","guid":{"rendered":"https:\/\/www.worldfirst.com\/eu\/?page_id=3496"},"modified":"2025-09-03T03:15:31","modified_gmt":"2025-09-03T03:15:31","slug":"complaints","status":"publish","type":"page","link":"https:\/\/www.worldfirst.com\/eu\/compliance\/complaints\/","title":{"rendered":"Complaints"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"3496\" class=\"elementor elementor-3496\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6f5d015 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6f5d015\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-eb71d71\" data-id=\"eb71d71\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1f43dce elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"1f43dce\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.23.0 - 15-07-2024 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h4 class=\"elementor-heading-title elementor-size-default\">Related content<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a91cce2 elementor-widget elementor-widget-text-editor\" data-id=\"a91cce2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.23.0 - 15-07-2024 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<div class=\"x-anchor-content\"><div>&#8211;\u00a0<a href=\"https:\/\/www.worldfirst.com\/eu\/legal\/\">Legal<\/a><\/div><div><span class=\"x-anchor-text-primary\">&#8211;\u00a0<a href=\"\/eu\/compliance\/\">Compliance<\/a><\/span><\/div><div>&#8211;\u00a0<a href=\"\/eu\/complaints\/\">Complaints<\/a><\/div><div><span class=\"x-anchor-text-primary\">&#8211;\u00a0<a href=\"\/eu\/privacy-policy\/\">Privacy policy<\/a><\/span><\/div><div><span class=\"x-anchor-text-primary\">&#8211;\u00a0<a href=\"\/eu\/cookie-policy\/\">Cookie policy<\/a><\/span><\/div><div><span class=\"x-anchor-text-primary\"><span class=\"x-anchor-text-primary\">&#8211; <\/span><\/span><span class=\"x-anchor-text-primary\"><a href=\"https:\/\/www.worldfirst.com\/eu\/legal\/terms-and-conditions\/\">World Account Terms &amp; Conditions<\/a><\/span><\/div><div>&#8211; <a href=\"https:\/\/www.worldfirst.com\/eu\/legal\/world-card-terms-and-conditions\/\">World Card Terms &amp; Conditions<\/a><\/div><\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-8325878\" data-id=\"8325878\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b25c328 elementor-widget elementor-widget-heading\" data-id=\"b25c328\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Complaints Policy<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1711a0d elementor-widget elementor-widget-text-editor\" data-id=\"1711a0d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>WorldFirst is committed to providing a competitive and efficient service.<\/p><p>We believe in employing well-trained and dedicated staff and the intelligent use of technology to help us achieve this.<\/p><p>Unfortunately, there may be occasions when we fall below the standards you expect, and we have simple, clear procedures in place to set out how we will deal with any complaint you may have about the service you have received.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2db16cc elementor-widget elementor-widget-heading\" data-id=\"2db16cc\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How to make a complaint<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-82e3b9e elementor-widget elementor-widget-text-editor\" data-id=\"82e3b9e\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>You can make a complaint by any means that is convenient for you \u2013 for example by mail, fax, email, telephone or in person to any WorldFirst staff member.<\/p><p>For UK complaints, our contact details are:<\/p><p><strong>World First UK Ltd<\/strong><br \/>2nd Floor<br \/>International House<br \/>1 St Katharine&#8217;s Way<br \/>London, E1W 1UN<\/p><p>Telephone:\u00a0<a href=\"tel:020%207801%202376\">020 7801 2376<\/a><br \/>E-mail:\u00a0<a href=\"mailto:complaints@worldfirst.com\">complaints@worldfirst.com<\/a><\/p><p>Our email address is monitored during our UK office hours (Mon to Fri 8:30am \u2013 5:30pm).<\/p><p>OR<\/p><p>For EU complaints, our contact details are:<\/p><p><strong>World First Netherlands BV<\/strong><br \/>Vijzelstraat 20, 7th floor, 1017HK Amsterdam<\/p><p>Telephone:\u00a0+31 20 299 4960<br \/>Email:\u00a0<a href=\"mailto:complaints@worldfirst.com\">complaints@worldfirst.com<\/a><\/p><p>Our email address is monitored during our office hours in the Netherlands (Mon to Fri, 8:30am \u2013 5:30pm).<\/p><p>Your complaint will be recorded on our systems. We will acknowledge that we have received your complaint within 3 business days. We will usually contact you by email, unless you request us to contact you by post.<\/p><p>We will begin processing your complaint as soon as possible and aim to resolve the matter as quickly as we can, keeping you informed of our progress. In our final response, we will explain our assessment of the complaint to you, along with any remedial action or redress. We may also take measures to improve any systems or processes where necessary.<\/p><p>We will aim to send you our final response within 15 business days.<\/p><ul><li>For UK complaints, if this 15-day period is not possible, we will send you a final response within 35 business days from the date of receiving your complaint.<\/li><li>For EU complaints, if this 15-day period is not possible, we will let you know within 15 working days when you can expect the final answer.<\/li><\/ul><p>For UK complaints, if we\u2019ve sent you our final response and you remain dissatisfied, or the complaint has gone past 35 business days from the date of receiving your complaint, you may have the right to refer your complaint to the Financial Ombudsman Service (the Ombudsman).<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-73ddb49 elementor-widget elementor-widget-heading\" data-id=\"73ddb49\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How to get in touch<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1c7429a elementor-widget elementor-widget-text-editor\" data-id=\"1c7429a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Their contact details:<\/p><p><strong>The Financial Ombudsman Service<\/strong><br \/>Exchange Tower<br \/>London E14 9SR<\/p><p>Telephone:\u00a0<a href=\"tel:0800%20023%204567\">0800 023 4567<\/a><br \/>E-mail:\u00a0<a href=\"mailto:complaint.info@financial-ombudsman.org.uk\">complaint.info@financial-ombudsman.org.uk<\/a><br \/>Website:\u00a0<a href=\"http:\/\/www.financial-ombudsman.org.uk\/\">www.financial-ombudsman.org.uk<\/a><\/p><p>For EU complaints, if you are not satisfied with our final answer from us, or if you have no heard from us within 15 working days of submitting your complaint (or after the deadline we gave you), you have the right to submit your complaint to the Klachteninstituut Financi\u00eble Dienstverlening (Kifid).<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bf62d66 elementor-widget elementor-widget-heading\" data-id=\"bf62d66\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How to get in touch<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-75c2cb8 elementor-widget elementor-widget-text-editor\" data-id=\"75c2cb8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Their contact details:<\/p><p><strong>Kifid<\/strong><br \/>PO Box 93257<br \/>2509 AC The Hague<\/p><p>Telephone:\u00a0<a href=\"tel:070%203338999\">070 333 89 99<\/a><br \/>E-mail:\u00a0<a href=\"mailto:fd@kifid.nl\">fd@kifid.nl<\/a><br \/>Website:\u00a0<a href=\"https:\/\/www.kifid.nl\/\">www.kifid.nl<\/a><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f6e398d elementor-widget elementor-widget-heading\" data-id=\"f6e398d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Online dispute resolution<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bc2d38b elementor-widget elementor-widget-text-editor\" data-id=\"bc2d38b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>The European Commission provides an online dispute resolution (ODR) platform that allows customers who purchased a product or service online to submit their complaint through a central site. The purpose of the site is to ensure those complaints are passed to the appropriate independent dispute resolution service.<\/p><p>If you feel that we haven\u2019t been able to resolve your concerns, the appropriate service relating to World First UK Limited is:<\/p><ul><li>the Financial Ombudsman Service for UK compaints.<\/li><li>The Klachteninstituut Financi\u00eble Dienstverlening (Kifid) for EU complaints<\/li><\/ul><p>\u00a0<\/p><p>You can either contact the abovementioned complaints services directly using the details above or you can access the ODR platform here:\u00a0<a href=\"http:\/\/ec.europa.eu\/odr\">http:\/\/ec.europa.eu\/odr<\/a><\/p><p>You will need the following information about us to use the ODR platform:<\/p><p>\u00a0<\/p><p><strong><u>UK complaints<\/u><\/strong><\/p><p>Our company name:\u00a0WorldFirst UK Limited<\/p><p>Our email address:\u00a0<a href=\"mailto:complaints@worldfirst.com\">complaints@worldfirst.com<\/a><\/p><p>Our website address:<a href=\"https:\/\/www.worldfirst.com\/uk\/\">\u00a0https:\/\/www.worldfirst.com\/uk<\/a><\/p><p>Our country of establishment:\u00a0United Kingdom<\/p><p>\u00a0<\/p><p><strong><u>EU complaints<\/u><\/strong><\/p><p>Our company name: World First Netherlands BV<\/p><p>Our email address:\u00a0\u00a0<a href=\"mailto:complaints@worldfirst.com\">complaints@worldfirst.com<\/a><\/p><p>Our web address:\u00a0\u00a0<a href=\"https:\/\/www.worldfirst.com\/nl\">https:\/\/www.worldfirst.com\/NL<\/a>, <a href=\"https:\/\/www.worldfirst.com\/fr\">https:\/\/www.worldfirst.com\/fr\/<\/a> or <a href=\"https:\/\/www.worldfirst.com\/de\/\">https:\/\/www.worldfirst.com\/de\/<\/a><\/p><p>Our country of establishment: The Netherlands<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Related content &#8211;\u00a0Legal&#8211;\u00a0Compliance&#8211;\u00a0Complaints&#8211;\u00a0Privacy policy&#8211;\u00a0Cookie policy&#8211; World Account Terms &amp; Conditions&#8211; World Card Terms &amp; Conditions Complaints Policy WorldFirst is committed to providing a competitive and efficient service. We believe in employing well-trained and dedicated staff and the intelligent use of technology to help us achieve this. Unfortunately, there may be occasions when we fall below [&hellip;]<\/p>\n","protected":false},"author":9,"featured_media":0,"parent":6404,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.2 (Yoast SEO v24.3) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Our Complaints Procedure | WorldFirst EU<\/title>\n<meta name=\"description\" content=\"WorldFirst is committed to providing an efficient service. 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