File a complaint

Code of Conduct Complaint Resolution

 

Should you have a complaint pertaining to the Code of Conduct for the Credit and Debit Card Industry, you can file a complaint by several means:

 

Email:         complaints@payfacto.com

Phone:        1.844.762.3222

Mail:            PayFacto Payments, 1 Place du Commerce Suite #402, Verdun, QC, H3E 1A2

 

Note that should Payfacto or Peoples Trust not provide sufficient resolution to your complaint you can choose to directly file a complaint with Interac with regards to Code of Conduct non-compliance.

 

 

To contact Peoples Trust:

 

Email:        merchantacquiring@peoplestrust.com

Phone:      1.844.304.2083

Mail:          95 Wellington Street W, Toronto, ON, Canada, M5J 2N7

Website:   https://www.peoplestrust.com/en/peoples-payment-solutions/

 

To contact Interac, please visit: https://www.interac.ca/en/merchant-complaint-submission

Please visit the Financial Consumer Agency of Canada’s website for more information on merchants rights under the Code of Conduct for the Credit and Debit Card Industry in Canada and to determine which Policy Element applies to your complaint.


Submit a Complaint

 

When submitting a complaint, you shall provide a summary of your concerns with as much detail as possible, the date on which the issue occurred, names of the people you spoke to regarding this matter, and copies of any supporting documentation (i.e. agreements, statements).

 

PayFacto will acknowledge the receipt of your complaint within five (5) business days and provide its final decision within thirty (30) working days. Such decision will include :

 

The complaint summary

The investigation results

Explanation of the final decision

Information on how to further escalate the complaint

 

Should we fail to provide a final decision within thirty (30) working days, we will inform you of the new expected response timeline.

 

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.

 

Please note that the information being submitted may be shared with your PCNO, acquirer, processor or financial institution in order to assist us in answering your concerns.​​

File a complaint

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