Personally at any business location, preferably at the branch where you sent your money. A complaint will be accepted by a branch employee or counter where the Western Union service is offered. The branch employee will provide you with all the necessary information to handle the complaint or concern. They will inform you about the process for resolving the complaint or concern, the deadline for the response from the complaints officer, how you can inquire about the progress of the complaint or concern, and what other options you have.
By mail to the address: PES – Peněžní expresní service, s. r. o. Vodičkova 41 112 09 Prague 1 Czech Republic Also referred to as PES Headquarters
By email to info@moneytransfer.cz - if you send a complaint or claim to the PES headquarters by email, the authenticity of the signature (and the scope of authorization rights) cannot be verified. Therefore, the information that the PES headquarters is authorized to provide in such a case is determined by generally binding legal norms.
A complaint or claim can be resolved more quickly if you provide the relevant information necessary for its processing.:
- Your identification details
- Subject of the complaint (a brief description of the content of the complaint or concern, including the information essential for resolving the given submission)
- Documents or attachments (e.g., copies of the transaction form, etc.)
- Money Transfer Control Number (MTCN)
- Date of submitting the complaint
- Your contact address for sending a response, as well as your email address or telephone number.
PES headquarters guarantees a maximum processing time for complaints or claims of 15 days. In particularly justified cases, the time for handling a complaint or claim may be extended. You will be notified of the result of the complaint process according to the type of submission - by mail or email.
The form of submitting a complaint also depends on whose side the error occurred. If the error is on the client's side (provided incorrect information or needs to change the sent amount), it is necessary to request the change in person at a branch, as the identity of the applicant must be verified, and thus the legitimacy of the request for change/repair. In the case of an error on the service provider's side, this error can be reported by phone or email, provided the necessary information mentioned above is provided.
The change of the recipient is free of charge. Only one change can be made; otherwise, if there are multiple changes, the transfer must be canceled and carried out again. In the case of a change in the financial amount, the same procedure applies: it must be carried out again.