If our service hasn’t met your expectations, we’re here to help.

You can use this page to file a formal complaint with us. Once we receive your complaint, we’ll work with you to resolve the issue.

Resolving a complaint can take up to 15 business days. Need help fixing a problem or reporting an error right now? We’re available 24/7 by phone or chat.

Remitly 如何处理投诉和错误？

We take complaints very seriously. When we receive a report:

• We try to resolve the issue to your satisfaction within 15 business days.
• We follow all laws and regulations about communicating the issue to local authorities.
• We carefully document our actions so we can follow up later if necessary.

We also regularly review, update, and improve our policies and procedures to make sure we’re offering the best customer service we can.

我想要报告错误或提出投诉。我该怎么做？

Please reach out to us as soon as possible. Follow these steps to send us your complaint:

• Select the Submit a complaint button.
• Complete the short web form. Please include as much information as you can.
• When you’re ready to send the report, select Submit.

提交报告后会发生什么？

After you've submitted your complaint:

• We’ll send you an email to let you know we received it.
• Next, we’ll review your report carefully. We might need to ask you for more information if we’re missing any details. We may reach out via email or phone, so please make sure the contact info you share with us is accurate.
• We’ll do our best to resolve the issue within 3 business days, but some complaints can take up to 15 business days to resolve. We’ll send a final email to let you know what we did — what you can do next if you're not happy with the outcome.
• On a regular basis, we communicate complaints to the local authority that governs financial services in your country. This authority will be different depending on where you’re located.

本文转载/编译自Remitly官网支持文档，原文地址：https://www.remitly.com/help/article/complaints-process