If you 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 advised the reason for delay, and the expected response time.
To assist us in reviewing your complaint please provide 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
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 your acquirer, processor, or financial institution in order to assist us in answering your concerns.