Complaints policy

WorldFirst is committed to providing a competitive and efficient service.

We believe in employing well-trained and dedicated staff and the intelligent use of technology to help us achieve this.

Unfortunately, there may be occasions when we fall below the standards you expect, and we have simple, clear procedures in place to set out how we will deal with any complaint you may have about the service you have received.

How to make a complaint

You can make a complaint by any means that is convenient for you – for example by email or telephone.

Your complaint will be recorded on our systems, and the person handling it will respond in writing within 3 business days acknowledging receipt and giving you their contact details, name and position. We will usually contact you by email.

We will start investigating your complaint as soon as possible and aim to resolve the matter as quickly as we can, keeping you informed of our progress. In our final response, we will explain our assessment of the complaint to you, along with any remedial action or redress. We may also take measures to improve any systems or processes where necessary.

Alipay Merchant Services Pte. Ltd.

Complaints relating to your World Account (which is provided by Alipay MS) should be directed to Alipay MS.

World First Asia Pte. Ltd.

Complaints relating to your Forwards services and transactions (which are provided by WFAPL) should be directed to WFAPL.

How to get in touch

For general queries relating to your World Account:

Alipay Merchant Services Pte. Ltd.

128 Beach Road, #20-01, Singapore 189773

Telephone: +65 6805 4381
E-mail: complaints@worldfirst.com

For queries relating to your forwards services and transactions:

128 Beach Road, #20-01, Singapore 189773

Telephone: +65 6805 4380
E-mail: enquiries.sg@worldfirst.com