WorldFirst Disclaimer Policies

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 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.

How to make a complaint

You can make a complaint by any means that is convenient for you – for example by letter, email, telephone or in person.

Your complaint will be recorded on our systems, and the person handling it will respond in writing within 3 business days acknowledging receipt and giving you their contact details, name and position. We will usually contact you by email, unless you ask us to contact you by post.

We will start investigating 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.

Alipay Merchant Services Pte. Ltd.

Alipay Merchant Services Pte. Ltd. (Company Registration No. 201735998W) ("Alipay MS") is licensed to carry on cross-border money transfer services and e-money issuance services as a Major Payment Institution under the Payment Services Act 2019 by the Monetary Authority of Singapore (“MAS”). Alipay MS is also exempted from holding a licence in respect of its provision of account issuance services, domestic money transfer services and merchant acquisition services pursuant to the Payment Services (Exemption for Specified Period) Regulations 2019.

Complaints relating to your World Account (which is provided by Alipay MS) should be directed to Alipay MS.

World First Asia Pte. Ltd.

World First Asia Pte. Ltd. (Company Registration No. 201229924N) (“WorldFirst Asia”) is licensed by the MAS to carry on the regulated activity of dealing in capital markets products that are over-the-counter derivatives contracts under the Securities and Futures Act 2001.

Complaints relating to your Forwards services and transactions (which are provided by WorldFirst Asia) should be directed to WorldFirst Asia.

How to get in touch

For general queries relating to your World Account:

Alipay Merchant Services Pte. Ltd.
128 Beach Road, #20-01, Singapore 189773

Telephone: +65 6805 4381

For queries relating to your Forwards services and transactions:

World First Asia Pte Ltd
128 Beach Road, #20-01, Singapore 189773

Telephone: +65 6805 4370