Support
Grievance Redressal Policy
We aim to resolve every concern quickly and fairly. This policy explains how to raise a complaint and what to expect from us at each step.
Last updated: 26 August 2026
01Keep your details safe
Never share your full card number, CVV, PIN, OTP, passwords or identity documents in a web form, email or chat message. Wizz Financial staff will never ask you for them. Use only the official channels listed below to raise a complaint.
02Our commitment
Wizz Financial is committed to treating customers fairly and resolving complaints promptly, transparently and free of charge. Every complaint is logged, investigated and tracked to closure.
03Level 1 — Customer care
Raise your complaint through the in-app support chat, by emailing care@wizzfinancial.com, or via the Talk to Us form. Please include your registered phone number or email, the product involved and any transaction reference.
We acknowledge complaints within 48 hours and aim to resolve them within 7 working days.
04Level 2 — Grievance Officer
If your complaint is not resolved at Level 1, or you are not satisfied with the response, escalate it to our Grievance Officer at grievance@wizzfinancial.com quoting your complaint reference number. The Grievance Officer will respond within 10 working days of receipt.
05Level 3 — Regulatory escalation
If you remain dissatisfied after our final response, you may escalate to the relevant regulator for your product and jurisdiction — for example the Central Bank of the UAE (CBUAE) for our licensed UAE exchange, remittance and payroll (WPS) services, the Financial Services Regulatory Authority (FSRA) of ADGM for ADGM-regulated activity, or the Reserve Bank of India's Integrated Ombudsman Scheme for India-regulated activity. We will share the correct escalation channel for your product in our final response letter.
06Unauthorised or disputed transactions
Report unauthorised card or wallet transactions immediately through the app or at care@wizzfinancial.com so we can block the instrument and begin an investigation. Reporting promptly limits your liability in line with applicable scheme rules and regulation.
07Records and review
Complaint records are retained in line with regulatory requirements and reviewed periodically by senior management to identify root causes and improve our products and service.
Questions about this document? Write to us at care@wizzfinancial.com.