Wapa

1 How to Make a Complaint
If you are not completely satisfied with your Wapa Money experience and wish to raise a complaint, you can contact our Customer Support team through the following methods:
In the App: From your profile, select contact support and open a new case and select complaints.
By Email: support@wapa.money

2 What Details Do We Require from You?
To help us resolve your complaint efficiently, please provide the following information:
Your name, address, and Wapa Money customer reference number
Details regarding your concern or complaint
What you would like us to do to put it right
Any relevant documents to support your complaint

3 What Happens Next
Once we receive your complaint, it will be logged in our system, and a designated Wapa Money team member will be assigned to handle your matter. We commit to resolving your complaint as quickly and fairly as possible. However, some cases may take longer. For more complex cases, we aim to resolve them within 15 business days. If we expect the process to take longer than 15 business days, we will inform you and explain why the issue has not yet been resolved. We aim to provide a full response for such cases within 35 business days.

4 What Happens if You’re Unhappy with the Outcome?
If we can’t resolve your complaint within 35 business days, or if you’re unhappy with our final response, you can refer your complaint to Transact Payments Limited at complaints@transactpay.com
If your complaint is not resolved satisfactorily by TPL, you have the right to escalate to the Gibraltar Financial Services Commission (“GFSC”) who should be contacted at:
Payment Service Team
Gibraltar Financial Services Commission
PO Box 940 Suite 3,
Ground Floor Atlantic Suites
Europort Avenue
Gibraltar Phone: +350 200 40283
Email: complaints@gfsc.gi
Website: www.fsc.gi

When submitting a complaint, the complainant should provide GFSC with the following information:
Customer name and contact details
Whether the customer is complaining on their behalf or on behalf of a company
Whether or not the cardholder is a payment service user
The identity of the payment service provider(s) that has/have given rise to the complaint of an alleged infringement of requirement; and
A description of the situation that gave rise to the complaint of an alleged infringement of requirement.

NB: Before escalating a complaint to the GFSC, the customer must exhaust the complaints procedure with Wapa Money Limited and TPL first. All complaints to the GSFC must be submitted within 12 months of the date on which the customer first became aware of the circumstances of the complaint. There is no charge for submitting a complaint to the GFSC.
 