Complaint handling procedure

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.​

Complaint handling form for merchant complaints pertaining to the Code

Name of person submitting the complaint *

This field is mandatory.

Merchant business name *

This field is mandatory.

Merchant street address *

This field is mandatory.

City *

This field is mandatory.

Choose an item.AlbertaBritish ColumbiaManitobaNew BrunswickNewfoundland and LabradorNova ScotiaOntarioPrince Edward IslandQuebecSaskatchewanNortwest TerritoriesNunavutYukonProvince/Territory (drop down menu) *

This field is mandatory.

Postal code *

This field is mandatory.

Phone number *

This field is mandatory.

E-mail address *

This field is mandatory.

Name of acquirer *

This field is mandatory.

Date merchant spoke with acquirer *

This field is mandatory.

Name of payment processor *

This field is mandatory.

Merchant Number *

This field is mandatory.

Name of acquirer representative *

This field is mandatory.

Please select Element 1 – Transparency and Disclosure Element 2 – Notice of fee increase or new fee Element 3 – Contract Cancellation Element 4 – No Obligation Acceptance Element 5 – Payment Method Discount Element 10 – Negative Option Acceptance Element 11 – Contactless Payments Element 12 – Renewal and Cancellation Disclosure Element 13 – Complaint Handling Process The policy element of the Code that the complaint pertains to *

This field is mandatory.

Please provide a summary of your complaint *

This field is mandatory.

Upload, email or mail supporting documents, if applicable.

This field is mandatory.

Following receipt of your complaint we will:

  • acknowledge receipt of your complaint within five (5) business days.
  • provide our final decision in writing within twenty (20) business days of receiving the merchant complaint, along with:
    • a summary of the complaint
    • the final result of the investigation
    • explanation of the final decision
    • information on how to further escalate your complaint to the payment card networks in the event of an unsatisfactory outcome

If we cannot provide a response to you within twenty (20) business days you will be informed of the delay, the reason for the delay and the expected response time.

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

  • a summary of your concerns
  • details, such as the name of the person you were dealing with, the date the concern occurred, date spoken to card brand, acquirer or representative
  • copies of any supporting documentation (i.e. agreements, statements, correspondence from acquirer or card brand)

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:

  • Phone: 1-866-461-3222
  • Email: info@fcac-acfc.gc.ca​
  • 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.