If you're a seller who uses our Paid Transfer service and you believe that your business has been negatively impacted by our product, service or want to query our compliance with the Platform-to-Business regulations then you have the right to file a complaint.

You are eligible to file a formal complaint when all of the following apply:

• You are based in the European Union (EU),
• You use WeTransfer Paid Transfer in a business capacity
• You sell (digital) content to consumers in the EU
• You have a formal complaint related to one of the following three areas:
  (a) You believe WeTransfer doesn’t comply with the Platform-to-Business regulation, and this affects your business,
  (b) There are technological issues with WeTransfer’s service that affect your business, or
  (c) WeTransfer has taken a measure which negatively affects you (eg. your account or your files have).

You are only eligible to file a complaint if the following apply:

• You are located in the EU (you do not have the right to file a complaint if you’re outside of the EU.
• You use our Paid Transfers service for business purposes.
• You collect payment from consumers in the EU
• If your complaint is unrelated to matters concerning your Payment Service Provider.

You may file a complaint for the following reasons:

• Your business has been negatively impacted by a technological fault with our Transfer service.
• An action taken by WeTransfer has negatively impacted your business.
• If you believe that WeTransfer is not in compliance with EU Platform-to-Business regulations.

How to file a complaint

To make a complaint, please contact us via this form and provide all relevant information within the ticket form.

What happens next?

We'll acknowledge that we received your complaint soon after you submit it and we will make a decision and provide a final response within 4-6 weeks after your original complaint was made. In case you do not agree with our resolution, you will have the ability to engage with an independent mediator, E-pom. We will provide you with further information about the process and costs in our final response.