OrbitRemit is committed to providing a high standard of service. If your experience has not met your expectations, we want to hear from you and work towards a resolution.
Before you submit a complaint
Please take a moment to review our Terms of Use. All complaints are assessed against these terms and any additional policies you agreed to when setting up a transfer or accessing our services.
How to submit a complaint
We recommend submitting your complaint by email to ensure we have a clear record of the issues you've experienced.
Email: complaints@orbitremit.com
Please include the following information in your email:
- Your OrbitRemit customer number
- The date the issue occurred
- The transfer number(s) involved, if applicable
- A description of your complaint or dissatisfaction
- Your preferred resolution
You also have the right to make a complaint by phone or in person if you prefer.
What happens after you submit a complaint?
| Step | Timeframe |
|---|---|
| We acknowledge your complaint | Within 2 working days |
| We may contact you for additional information | As needed |
| We provide a full response and explanation | Within 20 working days |
We aim to resolve complaints well within the 20 working day period wherever possible.
If you are not satisfied with our response
If you remain dissatisfied after our internal complaints process, you have the right to refer your complaint to an independent dispute resolution service in your country.
New Zealand OrbitRemit is a member of Financial Services Complaints Limited (FSCL). If we are unable to resolve your complaint, you may refer it to FSCL. Visit fscl.org.nz for more information.
Australia You may lodge a complaint with the Australian Financial Complaints Authority (AFCA).
| Website | afca.org.au |
| info@afca.org.au | |
| Phone | 1800 931 678 |
| Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 | |
| OrbitRemit AFCA member number | 35782 |
Time limits may apply when lodging a complaint with AFCA. Please act promptly or visit the AFCA website to check whether a time limit applies to your situation.
United Kingdom
Please note: As of 1 July 2023, OrbitRemit no longer processes transfers from the United Kingdom. If you are a former UK customer with an unresolved complaint, you may contact the Financial Ombudsman Service (FOS).
| complaint.info@financial-ombudsman.org.uk | |
| Phone | 0800 023 4 567 |
| The Financial Ombudsman Service, Exchange Tower, London E14 9SR |
We encourage all customers to engage with our internal complaints process before referring concerns to a dispute resolution service. In most cases, we are able to reach a resolution directly.
Need help? Contact our support team at support@orbitremit.com.