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Complaints policy and procedure

WorldFirst 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 WorldFirst staff, although it may be easier for you to contact your usual dealer.

The quickest way is to email: complaints@worldfirst.com. 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.

Alabama Securities Commission

Online

Telephone number: 907-269-4584

Alaska Division of Banking and Securities

Division of Banking & Securities PO Box 110807 Juneau, AK 99811-0807

Online

Email

Telephone number: 1-888-925-2521 or 907-465-2521

Arizona Department of Financial Institutions

Online

Telephone number: 602-771-2800

Arkansas Securities Department

Online

Telephone number: 800-981-4429

If you have complaints with respect to any aspect of the money transmission activities conducted at this location, you may contact the California Department of Business Oversight on its toll-free telephone number, 1-800-622-0620, by email at consumer.complaint@dbo.ca.gov or by mail at Department of Business Oversight, Attn: Customer Services, 1515 K Street, Suite 200, Sacramento, CA 95811.
COLORADO DIVISION OF BANKING
COLORADO MONEY TRANSMITTERS ACT

Online

Customer Notice

Entities other than FDIC insured financial institutions that conduct money transmission activities 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 you have a Question about or Problem with YOUR TRANSACTION - THE MONEY YOU SENT you must contact the Money Transmitter who processed your transaction for assistance. The Division of Banking does not have access to this information.

If you are a Colorado Resident and have a Complaint about THE MONEY TRANSMITTER – THE COMPANY THAT SENT YOUR MONEY.

ALL complaints must be submitted in writing. Please fill out the Complaint Form provided on the Colorado Division of Banking’s website and return it and any documentation supporting the complaint via mail or email to the Division of Banking at:

Colorado Division of Banking
1560 Broadway, Suite 975
Denver, CO 80202

email: DORA_BankingWebsite@state.co.us
website: www.dora.colorado.gov/dob


DIVISIÓN BANCARIA DE COLORADO
ACTO DE TRANSMISORES DE DINERO EN COLORADO

Online

AVISO A LOS CLIENTES

Entidades diferentes a aquellas instituciones financieras aseguradas por el FDIC, que dirigen actividades de envío de dinero en Colorado, incluyendo venta de giros postales, giro de fondos e instrumentos de pago o crédito requieren tener licencia de la División Bancaria del Estado de Colorado de acuerdo con el Acto de Transmisores de Dinero, Título 12, Artículo 52, del Estatuto Revisado de Colorado.

Si usted tiene una pregunta o duda acerca DE SU TRASACCIÓN - DEL DINERO QUE ENVIÓ

Por favor póngase en contacto con el agente de envíos monetarios que procesó su transacción para obtener ayuda. La División Bancaria de Colorado no tiene acceso a esta información.

Si usted es un residente del estado de Colorado y tiene una queja sobre EL AGENTE DE ENVIÓS MONETARIOS – LA COMPAÑÍA QUE ENVIÓ SU DINERO

Todas las quejas deben de ser entregadas por escrito. Por favor llene la forma de quejas que se encuentra en el sitio web de la División Bancaria de Colorado y entrégue la forma junto con los documentos que apoyen su queja por correo o por correo electrónico a la División Bancaria de Colorado al:

Colorado Division of Banking
1560 Broadway, Suite 975
Denver, CO 80202

correo electrónico: DORA_BankingWebsite@state.co.us
sitio web: www.dora.colorado.gov/dob

Connecticut Department of Banking

Online

Telephone number: 800-831-7225

Delaware Office of State Bank Commissioner

Online

Telephone number: 302-739-4235

District of Columbia Department of Insurance, Securities & Banking

Online

Telephone number: 202-727-8000

Florida Offfice of Financial Regulation

Online

Telephone number: 850-487-9687

Georgia Department of Banking and Finance

Online

Telephone number: 888-986-1633

Hawaii Division of Financial Institutions

Online

Telephone number: 808-586-2820

Idaho Department of Finance

Online

Telephone number: 888-346-3378

Illinois Division of Financial Institutions

Online

Telephone number: 888-473-4858

The Department of Financial Institutions retains the right to revoke money transmission authorization.

For customers located in Indiana, please contact us directly.
Iowa Division of Banking

Online

Telephone number: 515-281-4014

Kansas Officer of the State Bank Commissioner

Online

Telephone number: 785-296-2266

Kentucky Department of Financial Institutions

Online

Telephone number: 800-223-2579

Louisiana Office of Financial Institutions

Online

Telephone number: 225-925-4660

Maine Consumer Credit Protection

Online

Telephone number: 800-DEBT LAW

Maryland Department of Labor, Licensing and Regulation

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

Massachusetts Consumer Affairs and Business Regulation

Online

Telephone number: 617-973-8787

World First USA is a licensed money transmitter in Massachusetts (license number: FT1018479).

Michigan Department of Insurance & Financial Services

Online

Telephone number: 877-999-6442

Minnesota Department of Commerce

Online

Telephone number: 800-657-3602

Mississippi Department of Banking and Consumer Finance

Online

Telephone number: 800-844-2499

Missouri Division of Finance

Online

Telephone number: 573-751-3242

For customers located in Montana, please contact us directly.
Nebraska Department of Banking & Finance

Online

Telephone number: 877-471-3445

Nevada Financial Institutions Division

Online

Telephone number: 702-386-4120

New Hampshire Banking Department

Online

Telephone number: 800-437-5991

New Jersey Department of Banking and Insurance

Online

Telephone number: 800-446-7467

For customers located in New Mexico, please contact us directly.
New York Department of Financial Services

Online

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

North Carolina Commissioner of Banks

Online

Telephone number: 1-800-874-9791

North Dakota Department of Financial Institutions

Online

Telephone number: 701-328-9933

Ohio Department of Commerce

Online

Telephone number: 866-278-0003

Online

Telephone number: 405-521-2782

Oregon Division of Finance & Corporate Securities

Online

Telephone number: 866-814-9710

Pennsylvania Department of Banking and Securities

Online

Telephone number: 800-PA-BANKS

Rhode Island Department of Business Regulation, Division of Banking

Online

Telephone number: 401-462-9500

For customers located in South Carolina, please contact us directly.
South Dakota Division of Banking

Online

Telephone number: 605-773-3421

Tennessee Department of Financial Institutions

Online

Telephone number: 800-778-4215

Online

Telephone number: 877-276-5554

By mail: Texas Department of Banking
2601 North Lamar Boulevard
Austin, Texas 78705

Utah Department of Financial Institutions

Online

Telephone number: 801-538-8830

Vermont Department of Financial Regulation

Online

Telephone number: 802-828-3301

Virginia Bureau of Financial Institutions

Online

Telephone number: 804-371-9657

Washington Department of Financial Institutions

Online

Telephone number: 877-746-4334

West Virginia Division of Financial Institutions

Online

Telephone number: 304-558-2294

For customers located in Wisconsin, please contact us directly.

Wyoming Division of Banking

Online

Telephone number: 307-777-7797