If you are a merchant doing business in Canada and have a complaint pertaining to the Code of Conduct for the Credit and Debit Card Industry, you may file a complaint through a variety of channels:
Please visit the Financial Consumer Agency of Canada’s website for more information on merchant rights under the Code of Conduct for the Credit and Debit Card Industry in Canada.
Following receipt of your complaint we will:
If we cannot provide a response to you within 90 days you will be informed of the delay, reason for the delay, and the expected response time.
To assist us in reviewing your complaint please have available the following, where applicable:
Nothing restricts you from directly filing a complaint with the Financial Consumer Agency of Canada (FCAC) to investigate non-compliance with the Code. FCAC can be reached via:
Mail: Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, ON K1R 1B9
FCAC is not a dispute-resolution agency for consumers in their individual dealings with payment card network operators or acquirers.
Please note that the information being submitted may be shared with the PCNOs, FCAC, or financial institution in order to assist us in answering your concerns.