At Whish Money, trust is the currency we value most. As a leading fintech licensed and regulated by the Banque du Liban (BDL) (License No. 42/5/19), we are fundamentally committed to protecting our customers, partners, and the integrity of the global financial system.
Our Governance, Risk, and Compliance (GRC) framework is not merely a requirement—it is a proactive defense system designed to ensure financial security, regulatory adherence, and operational resilience across all our market.
Whish Money operates under a rigid legal framework, ensuring full accountability to national and international authorities.
We enforce a Zero-Tolerance Policy regarding Money Laundering (ML), Terrorist Financing (TF), and Sanctions Evasion. Our program is built on the FATF Recommendations and the Wolfsberg Group Principles.
We do not rely solely on manual review. Our compliance is powered by an advanced technological infrastructure.
Our compliance maturity is validated by our integration with the world’s leading financial networks. Whish Money has passed the rigorous due diligence of Tier-1 global partners and independent audit firms. These entities confirm that our control environment meets the highest international standards for counter-party risk.
We treat customer data as a critical asset. Our cybersecurity framework aligns with global best practices to ensure data sovereignty and integrity.
Complaints Handling Policy
At Whish Money (“we”, “us”, “our”), we are committed to providing high-quality services and ensuring a fair, transparent, and efficient resolution of customer complaints.
For the purpose of this policy, a complaint is any expression of dissatisfaction, whether formal or informal, verbal or in writing, relating to our services, products, actions, or omissions, which requires a response or resolution.
The complainant (“you”, “your”) refers to any customer or individual who submits acomplaint to Whish Money.
How to Submit a Complaint
You may submit a complaint through any of the following channels:
Please include your contact details and a clear description of your concern.
Our Commitment
Resolution & Escalation
We will provide you with a clear response outlining our findings and any action taken.
If you are not satisfied with the response provided, you may request an escalation of your complaint for further assessment and review in accordance with Whish Money’s internal procedures.
Confidentiality & Fair Treatment
All complaints are handled confidentially and your personal data is protected inaccordance with applicable laws and regulations.
Submitting a complaint will not affect yourrelationship with Whish Money or the services you receive.
Continuous Improvement
All complaints are treated seriously and reviewed to improve our services and customer experience.
Consumer Protection
At Whish Money (“We” , “us”, “our”) , we are committed to protecting our customers’ rights, funds, and personal data, and to delivering services that are fair, transparent, and secure.
Who is a Customer
For the purpose of this policy, a customer (“You”, “your”) is any individual who uses or has used Whish Money services, through any channel, including the mobile application, website, branches, or authorized agents.
Our Commitment
We place customer protection at the core of our operations. We are committed to:
Your Rights
As a customer, you have the right to:
Customer Awareness & Support
We are committed to promoting customer awareness by providing clear information and guidance to help you understand our services, associated risks, and how to use our products safely.
Customers Requiring Additional Support
We are committed to providing appropriate support, to the best of our ability, to customers who may require additional assistance due to specific circumstances. Where applicable, additional care and assistance may be provided to ensure fair access to our services and to protect such customers from potential risks.
Protection of Funds & Transactions
We implement strict safe guards to ensure the security of customer funds and transactions, including:
Regulatory Compliance & Restrictions
As an electronic payment services provider licensed and regulated by Banque du Liban, Whish Money complies with all applicable laws and regulations, including AML/CFT andsanctions requirements.
Certain services or transactions may be restricted, declined, or subject to additional verification where required by law, best practices or regulatory authorities.
Account and Transaction Issues
Should you identify any issue relating to your account or any transaction, you are encouraged to notify Whish Money promptly. We will investigate such cases and take appropriate action in accordance with applicable regulations and internal procedures.
Data Privacy & Confidentiality
We are committed to protecting your personal data in accordance with applicable laws and regulatory requirements.
We ensure that:
You remain responsible for maintaining the confidentiality and security of your credentials, including your password, PIN,and any authentication details. Please ensure that this information is kept secure and not shared with any third party.
You are also expected to provide accurate information and promptly report any unauthorized activity related to your account.
Fees & Transparency
We are committed to full transparency in our pricing:
Agents & Third Parties
All authorized agents and partners are required to comply with Whish Money’s consumer protection standards, including:
We actively monitor compliance and take corrective action where necessary.
Complaints & Redress
We are committed to handling all complaints fairly, efficiently, and free of charge.
If you are not satisfied with any of our services
Submitting a complaint will not affect your access to our services or the quality of service you receive.
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