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Complaint Information &
Important Consumer Notices

What should you do if you have a complaint?

Our ultimate goal is to provide outstanding customer service. To achieve this goal, we would like to hear from you if you are dissatisfied with our customer service or a financial service provided to you.

Processing a complaint

First, please contact your corporate hedging manager or customer service representative.
This person will look into your complaint as quickly as possible and initiate the necessary internal steps to offer a solution.

Alternatively, you can contact us as follows by mail or by telephone:

Telephone: +49 69 8509 8318   Gebührenfrei: 0800 627 0150

By mail: Western Union International Bank
Solmstraße 18
D-60486 Frankfurt am Main

Fax: +49 69 8509 8359

Our Complaint Management

Every complaint is recorded in our system. In this way, we ensure that we look into every concern. And we will see if a certain problem has already occurred before and solutions are already available for this problem.

We want to find a solution for every complaint as quickly as possible. If we are not successful in this regard within five working days after receiving the complaint, we will send you a receipt of confirmation. Then we will inform you regularly of the status of the processing.

Of course, you will be informed of the end result, your solution and the opinion of Western Union Bank GmbH about your problem, as quickly as possible. In addition, you will receive information about any possible next steps and we will tell you exactly why we have decided on such steps.

We are aware that you are urgently waiting a response from us. However, sometimes matters are more complex than they appear to be at first glance. We hope you can understand when things sometimes take longer. As it has been said, in such cases we would inform you regularly of the status of the processing.

If you are generally dissatisfied with the proposed solution or with our complaint management, you have the opportunity to file a complaint with the Bankenschlichtung (