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 via the form below.

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:

  • A summary of the complaint
  • The final result of the investigation
  • Explanation of the final decision
  • Information on how to further escalate the complaint

If we cannot provide a final response within thirty working days, we will inform the Merchant of a new expected response time.

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 our Support Team. 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:

  • 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.