Complaints policy and procedure
World First is committed to providing a competitive and efficient service, built on the company value - "People First". It means we deal with everyone - client, supplier, partner or employee - fairly and transparently.
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 complaints you may have about the service you have received.
How to make a complaint
You can make a complaint by a means that is convenient for you - for example, letter, fax, email, telephone or in person, to any member of World First staff, although it may be easier for you to contact your usual dealer.
The quickest way is to email: firstname.lastname@example.org. This email address is monitored during UK office hours and will ensure that we can begin investigating your complaint as soon as possible. Or you can give us a call toll free at 844.571.2682.
The complaint will be recorded on our systems, and the person handling it will respond in writing by post or email within 1 business day acknowledging receipt and giving you their contact details, name and position.
We will start investigating your complaint as soon as possible and aim to resolve the matter as quickly as we can, keeping you regularly 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 will also take measures to improve any systems or processes where necessary.
If after contacting us directly, you still have an unresolved complaint regarding our services, please click on the jurisdiction link below and direct your complaint to the appropriate contact.
Entities other than FDIC-insured financial institutions that conduct money transmission activites in Colorado, including the sale of money orders, transfer of funds, and other instruments for the payment of money or credit are required to be licensed by the Colorado Division of Banking pursuant to the Money Transmitters Act, Title 12, Article 52, Colorado Revised Statutes. If there are questions or concerns regarding a transaction with a licensee, please contact the Colorado Division of Banking at 303-894-7575 or by mail at:
Colorado Division of Banking,
1560 Broadway, Suite 975
Denver, Colorado 80202
Consumer complaints should be in writing, providing as much detail as possible. Please include the following information:
- The name of the institution and the name of any person(s) at the institution with whom the complainant has had contact. Include telephone number(s) and addresses.
- A complete description of the complaint and any efforts that have been made to resolve the complaint directly with the institution.
- Copies of any available documentation supporting the complaint and efforts toward resolution.
- Any suggestions regarding preferred resolution of the complaint
The Commissioner Of Financial Regulation for the State of Maryland will accept all questions or complaints from Maryland Residents regarding World First USA, Inc (NMLS#1018479) at the web address below:Online
Telephone number: 410-230-6100
By mail: Office of the Commissioner of Financial Regulation
Attention: Complaint Unit
500 North Calvert Street, Suite 402
Baltimore, MD, 21202
Telephone number: 800-495-22651
Telephone number: 800-342-3736
By mail: New York State Department of Financial Services
Consumer Services Division
One State Street
New York, NY, 10004-1417
For customers located in Wisconsin, please contact us directly.