We aim to provide the best possible experience and service, but we know that we don't always get it right.
We want to hear from you when we don't. Your feedback helps us to make important changes which mean that we don't make the same mistakes again.
Appeal an account closure
If you believe your account was closed or locked in error, you can submit an appeal for us to review the decision.
Speak to our leadership team
If you're not satisfied with your experience, we'd like the chance to make it right. Schedule a call with a member of our leadership team using the link below.
Make a formal complaint with us
If you've already spoken with our care team and are unhappy with the response, you can submit a formal complaint by completing our complaints form.
We'll reply within 24 hours. If we need more time, we'll let you know and provide regular updates on our progress.
Select your country below to view our local complaint contact details.
Raise a complaint to your regulator
You have the right to refer your complaint to the regulator if you’re not happy with our final response.
Please choose the country where you started your transfer to find your regulator’s contact details, as well as our regional complaint contact details.
Australia
You can make a complaint by:
- completing our online form
- emailing us at australiacs@riamoneytransfer.com
- calling us on 1800 701 488
- writing to us at 13/333 Kent St., Sydney, NSW, 2000
- speaking to us on Live Chat
To help us investigate and resolve your complaint effectively, please provide the following information when you make your complaint:
- Your full name, address and contact phone number(s);
- A description of your complaint;
- Any additional documentation or information that may support your complaint and help us to resolve it; and
- How you would like us to address your complaint.
When will I receive your final response?
When we receive your complaint, we will acknowledge receipt of it promptly, i.e. within 24 hours, one working day or as soon as practicable after receiving it.
We aim to provide a final response within 30 calendar days of receiving your complaint. If we need more time to review your complaint, we'll contact you to let you know and keep you updated as our investigation progresses.
What if I’m not satisfied with your final response?
If you’re not happy with our final response, you have the right to take your complaint to the Australian Financial Complaints Authority. Their contact details are:
Australian Financial Complaints Authority
- Online: www.afca.org.au
- Email: info@afca.org.au
- Phone: 1800 931 678 (free call)
- Mail: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001 Australia
For Privacy related complaints, please refer to our Privacy Notice or to the Office of the Australian Information Commissioner.
Where can I find Ria's terms and conditions?
You can find Ria's terms and conditions here: Terms and conditions (riamoneytransfer.com)
Canada
Please complete our online form to make a complaint.
When we have received your complaint we will:
- Promptly acknowledge receipt of your complaint.
- Contact you if we need more information.
- Investigate your complaint, in line with our terms and conditions.
When will I receive your final response?
We will make every effort to respond to your complaint within 24 hours. If we need more time, we'll contact you and keep you updated as our investigation progresses.
What if I’m not satisfied with your final response?
There is no regulatory body in Canada for consumers who want to make a complaint about a Payment Service Provider.
However, if you need further support, please contact us again and we'll investigate further.
Where can I find Ria's terms and conditions?
You can find Ria's terms and conditions here: Terms and conditions (riamoneytransfer.com)
Europe
Please complete our online form to make a complaint.
When we have received your complaint we will:
- Promptly acknowledge receipt of your complaint.
- Contact you if we need more information.
- Investigate your complaint, in line with our terms and conditions.
When will I receive your final response?
We will make every effort to respond to your complaint within 24 hours. If we need more time, we'll contact you and keep you updated as our investigation progresses.
What if I’m not satisfied with your final response?
You have a right to refer your complaint to the regulator. Please note that the regulator that you should refer your complaint to differs, depending on whether the complaint relates to a transfer you made in store with a Ria Agent, or a transfer you made in the Ria app or in your online account at https://www.riamoneytransfer.com/.
Referring a complaint Europe related to an in-store transfer:
If your complaint relates to a transfer you made in store with a Ria Agent, you have the right to refer your complaint to the Klachteninstituut Financiële Dienstverlening (Kifid) free of charge.
You have three months from receiving our final response, or one year after officially filing your complaint with Ria, to raise your complaint with Kifid.
You can file your complaint online (in Dutch only) here.
To file your complaint in writing and in English, please use one of the complaint forms. Please send your completed form by post to:
- Mail: Kifid, Consumentenloket, Postbus 93257, 2509 AG Den Haag, The Netherlands
Other contact information for Kifid:
- Phone: +31 70 333 8 999
- E-mail: consumenten@kifid.nl
Where can I find Ria's terms and conditions?
You can find Ria's terms and conditions here: Terms and conditions (riamoneytransfer.com)
Referring a complaint related to a transfer on the Ria digital app or on riamoneytransfer.com:
If your complaint relates to a transfer you made in the Ria app or on riamoneytransfer.com and you are in a European country (excluding Switzerland) you have the right to refer your complaint to the Bank of Lithuania.
Bank of Lithuania contact information:
- Email: prieziura@lb.lt
- Mail: Totorių g. 4, LT-01121 Vilnius, Lithuania
- Web: Bank of Lithuania’s claim handling portal
Complaints must be submitted in English or Lithuanian.
Where can I find Ria's terms and conditions?
You can find Ria's terms and conditions here: Terms and Conditions of RIA Lithuania UAB
Malaysia
Please complete our online form to make a complaint.
When we have received your complaint we will:
- Promptly acknowledge receipt of your complaint.
- Contact you if we need more information.
- Investigate your complaint, in line with our terms and conditions.
When will I receive your final response?
We’ll acknowledge your complaint within 24 hours and aim to provide a final response within 5 working days.
For more complex cases, or those requiring additional information, supporting documents, or input from a third party, we may need up to 30 working days. If we do, we’ll update you on our progress every 10 working days.
What if I’m not satisfied with your final response?
You have the right to take your complaint to Bank Negara Malaysia or the Financial Market Ombudsman Service (FMOS) if you're not happy with our final response.
You have six months from the date of our decision to take your complaint to Bank Negara Malaysia or the Financial Market Ombudsman Service (FMOS).
Their contact details are:
Bank Negara Malaysia contact details:
- Website: https://telelink.bnm.gov.my/
- Phone: 1300 88 5465
- Mail: BNMLINK, Bank Negara Malaysia, P.O. Box 10922, 50929 Kuala Lumpur
Financial Market Ombudsman Service (FMOS) contact details:
- Website: https://www.fmos.org.my
- Email: complaint@fmos.org.my
- Phone: +603 2272 2811
Where can I find Ria's terms and conditions?
You can find Ria's terms and conditions here: Terms and conditions (riamoneytransfer.com)
New Zealand
You can make a complaint by:
- completing our online form
- emailing us at australiacs@riamoneytransfer.com
- calling us on 0800 123742
- writing to us at PO Box 7646, Wellesley Street, Auckland 1141, New Zealand
- speaking to us on Live Chat
To help us investigate and resolve your complaint effectively, please provide the following information when you make your complaint:
- Your full name, address and contact phone number(s);
- A description of your complaint;
- Any additional documentation or information that may support your complaint and help us to resolve it; and
- How you would like us to address your complaint.
When will I receive your final response?
When we receive your complaint, we will acknowledge receipt of it promptly, i.e. within 24 hours, one working day or as soon as practicable after receiving it.
We aim to provide a final response within 30 calendar days of receiving your complaint. If we need more time to review your complaint, we'll contact you to let you know and keep you updated as our investigation progresses.
What if I’m not satisfied with your final response?
If you’re not happy with our final response, you have the right to take your complaint to Financial Services Complaints Limited (FSCL). FSCL provide a free, not-for-profit, and independent external dispute resolution service approved by the Minister of Consumer Affairs.
FSCL’s role is to investigate and fairly resolve complaints. Their service is free (it does not cost anything) and their contact details are below.
Financial Services Complaints Limited (FSCL) contact information:
- Website: https://fscl.org.nz/
- Email: complaints@fscl.org.nz
- Phone: 0800 347 257
- Mail: PO Box 5967, Wellington 6140
- Fax: (04) 472 3728
For Privacy related complaints, please see our Privacy Policy or to the Office of the Privacy Commissioner.
Where can I find Ria's terms and conditions?
You can find Ria's terms and conditions here: Terms and conditions (riamoneytransfer.com)
Philippines
Please complete our online form to make a complaint.
When we have received your complaint we will:
- Promptly acknowledge receipt of your complaint.
- Contact you if we need more information.
- Investigate your complaint, in line with our terms and conditions.
When will I receive your final response?
We will make every effort to respond to your complaint within 45 business days. If we need more time, we'll contact you and keep you updated as our investigation progresses.
What if I’m not satisfied with your final response?
You have the right to take your complaint to Banko Sentral ng Pilipinas if you're not happy with our final response.
Contact information for the Banko Sentral ng Pilipinas:
- Online: https://www.bsp.gov.ph
- Email: consumeraffairs@bsp.gov.ph
- Phone: (+632) 5306-2584 / 8708-7087
- Mail: Banko Sentral ng Pilipinas 5th Floor, Multi-Storey Building, BSP Complex, A. Mabini Street, Malate, 1004 Manila
Singapore
Please complete our online form to make a complaint.
When we have received your complaint we will:
- Promptly acknowledge receipt of your complaint.
- Contact you if we need more information.
- Investigate your complaint, in line with our terms and conditions.
When will I receive your final response?
We will make every effort to respond to your complaint within 10 business days. If we need more time, we'll contact you and keep you updated as our investigation progresses.
What if I’m not satisfied with your final response?
You have the right to take your complaint to Monetary Authority of Singapore (MAS) if you're not happy with our final response.
You have six months from the date of our decision to take your complaint to Monetary Authority of Singapore (MAS).
Contact information for the Monetary Authority of Singapore (MAS):
- Online: https://www.mas.gov.sg/contact-us
- Phone: 6225 5577
- Mail: 10 Shenton Way, MAS Building Singapore 079117
Where can I find Ria's terms and conditions?
You can find Ria's digital terms and conditions here: Terms and conditions (riamoneytransfer.com)
United Kingdom
Please complete our online form to make a complaint.
When we have received your complaint we will:
- Promptly acknowledge receipt of your complaint.
- Contact you if we need more information.
- Investigate your complaint, in line with our terms and conditions.
When will I receive your final response?
We will make every effort to respond to your complaint within 24 hours. If we need more time, we'll contact you and keep you updated as our investigation progresses.
What if I’m not satisfied with your final response?
If you’re not happy with our final response, you can refer your complaint to the Financial Ombudsman Service free of charge, subject to eligibility.
You have six months from receiving our final response to raise your complaint with the Financial Ombudsman.
Contact information for the Financial Ombudsman:
- Online: www.financial-ombudsman.org.uk
- E-mail: complaint.info@financial-ombudsman.org.uk
- Phone: 0800 023 4567 or 0300 123 9 123 (or +44 20 7964 0500 from outside the UK)
- Mail: Financial Ombudsman, Service Exchange Tower, London, E14 9SR, United Kingdom
Where can I find Ria's terms and conditions?
- For transfers made online or in our app, see: Digital Terms and conditions (riamoneytransfer.com)
- For transfers made in person at a Ria location, see: Terms and Conditions for in-person customers
USA
Thank you for taking the time to contact us about your United States money transfer.
If you think that there was an error or problem with your transfer, you can:
- Call us on (877) 443-1399
- Email us at us_support@riamoneytransfer.com
- Write to us at: Ria Money Transfer - Attn. Consumer Protection Compliance, 7000 Village Dr. Suite 200 Buena Park, CA 90621
- Complete our online form
When we receive your complaint, we will:
- Promptly acknowledge receipt of your complaint.
- Contact you if we need more information.
- Investigate your complaint, in line with our terms and conditions.
When will I receive your response?
Depending on the nature of your complaint, we'll do our best to respond within 24 hours of receiving it.
If we need more time to review your complaint, we'll keep in contact with you and update you as our investigation progresses.
Please note that if your complaint relates to an error that took place during the money transfer process, it may take up to 90 days for our team to complete their investigation and resolve your complaint.
You can learn more about Error Resolution here.
Where can I find Ria's terms and conditions?
You can find Ria's terms and conditions here: Terms and conditions (riamoneytransfer.com)