Financial Consumer Agency of Canada
Canadian Credit and Debit Card Industry - Complaint Handling Process
In April 2015, amendments to the Code of Conduct for the Credit and Debit Card Industry (The Code of Conduct) by the Financial Consumer Agency of Canada (FCAC) were made. The changes to element 13 require a clear dispute and resolution process, which provides for an investigation and a timely response for all complaints pertaining to the Code of Conduct.
In cooperation with the FCAC, Adyen has developed its complaint handling process as follows:
Step 1 – Initial Complaint
If a Merchant believes that Adyen’s conduct may be contrary to any of the Merchant-Acquirer Policy Elements outlined in The Code of Conduct; the Merchant can file a complaint by
Completing the form above and sending it with applicable supporting documentation to
fcac.support@adyen.com or mailing it to 240 Richmond St. W, Toronto, ON M5V 2C5 (Attn. Compliance)
Calling +1 647 849 1378
Please visit the Financial Consumer Agency of Canada’s (FCAC) website for more information on merchant rights under the Code of Conduct for the Credit and Debit Card Industry in Canada.
Adyen will acknowledge the receipt of a Merchant’s complaint within five business days, and our final response within thirty working days. This response will include the following:
A summary of the complaint
The final result of the investigation
Explanation of the final decision
Information on how to further escalate the complaint in the event of an unsatisfactory outcome
If we cannot provide a final response within thirty working days, we will inform the Merchant of a new expected response time as well as the reason for the delay.
Step 2 – Escalation
If a resolution cannot be achieved via Step 1, the Merchant is asked to escalate the issue within Adyen’s organization by emailing support@adyen.com. This email should include the initial complaint and a summary of our response.
Adyen will provide a final response within thirty working days. This response will include the following:
A summary of the second complaint
The final result of the second investigation
Explanation of the final decision
If we cannot provide a final response within thirty working days, we will inform the Merchant of a new expected response time.
To assist in a review of the compliant the Merchant will be asked to provide a summary of their concerns, details (i.e., the name of the person Merchant worked with, the date the concern occurred, date spoken to Payment Card Network (PCNO), acquirer or Adyen representative) and copies of any supporting documentation (i.e., agreements, statements, correspondence).
Nothing restricts the Merchant from directly filing a complaint with the FCAC to investigate non-compliance with the Code. FCAC can be reached via:
Phone: 1-866-461-3222
Email: info@fcac-afc.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 PCNO or acquirers.
Please note that the information being submitted may be shared with the PCNO, acquirer, processor or financial institution in order to assist us in answering the Merchant’s concerns.