Complaints

How we deal with complaints

Providing good service is important to us. If we don’t get it right for you, please tell us soon so we can put it right and make improvements.

We will:

• Make it easy for you to tell us about a complaint.
• Consider your suggestions about how we could put things right
• Do our best to make sure you’re satisfied with how we handle your complaint

Resolving your complaint

When we receive your complaint, we will contact you to let you know:

• Who is dealing with your complaint
• When we expect to resolve it – if we can’t resolve it in that time, we will update you

If your complaint is particularly complex, it may take longer for us to reach an agreement with you. Once your complaint has been investigated, we will issue a final response. If we haven’t done this within 15 days, we will write to you to explain why and indicate when you can expect a final response.

Canadian Merchants

If you are a Canadian merchant and believe that our conduct or the conduct of any affiliated service provider is contrary to the Code of Conduct for the Payment Card Industry, you may report the matter to us via the following channels:

• By completing the Canadian Merchants Code of Conduct for the Payment Card Industry Concern/Issue Form here
• By calling the Worldpay toll-free number: 800.548.5326, Option #3
• By emailing OpsComplaintsManagement@worldpay.com

To assist us in reviewing your issue, please provide the following, where applicable:

• A summary of your concerns
• Any details, such as the name(s) of any individuals involved in the issue and/or of any other persons with knowledge of the issue
• The date of the incident or on which the matter began
• Copies of any supporting documentation (i.e., agreements, statements, correspondence)

Upon receipt of your issue, we will acknowledge receipt of your complaint within a maximum of five (5) business days.

We will investigate and address your complaint within a maximum of 20 business days, according to order of urgency and we will ensure that you are kept notified and informed throughout the process. If a response cannot be provided within 20 business days, we will inform you of the reason for the delay and the expected response time.

Once your complaint has been investigated and addressed, we will provide you with a substantive written or email response that will include the following:

• a summary of the complaint;
• the final result of the investigation;
• the final decision, including an explanation; and,
• information on how to further escalate your complaint to the relevant Acquirer or PCNO(s) (as appropriate) in the event of an unsatisfactory outcome.

If you feel your issue has not been adequately addressed, you may escalate the issue to:

If the Acquirer is: Peoples Trust Company

Email: merchantacquiring@peoplespayments.com

Telephone: 877-374-9444

Fax: 416-642-1550

Web: Resolving Your Concerns - Peoples Group (peoplestrust.com)

Mail: Merchant Acquiring, Peoples Group

Suite 1310 – 95 Wellington Street W., Toronto, ON M5J 2N7

If the Acquirer is: Everlink Payment Services Inc.

Email: support@everlink.ca

Telephone: 1-888-354-6577

Web: https://www.everlink.ca/merchant-complaint-handling-process/

Mail: 125 Commerce Valley Drive West, Suite 100 Markham, ON L3T 7W4, Attn: Merchant Services.

Visa Canada

Visa Code of Conduct complaint handling procedure:

Email: askvisacanada@visa.com

Fax: 416-860-8873

Web: Visa Canada Code of Conduct | Visa

Mastercard Canada

Email: code_inquiries@mastercard.com

Telephone: 1-416-365-6655

Web: Code of Conduct | Credit and Debit Industry in Canada (mastercard.ca)

Mail: 600-121 Bloor St. E, Toronto, ON M4W 3M5 (Attn. Code of Conduct Compliance)

Interac

Email: compliance.regulations@interac.ca

Telephone: 1-855-789-2979 or at 416-362-8550

Web: Report a problem with a service provider - Business - Interac

FCAC

Email: info@fcac-acfc.gc.ca

Telephone: 1-866-461-3222

Mail:6th Floor, Enterprise Building, 427 Laurier Ave. West, Ottawa, ON K1R 1B9

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 Industry in Canada.

Canadian merchants may also find other important disclosures here.