How to file a complaint with a payment card network operator

As a merchant, you may have a complaint or a problem with a payment card network operator (PCNO). If so, you can take the following steps:

Step 1: Acquirer

Try to resolve the problem directly with your acquirer, often called the payment card processor.

Step 2: Payment card network operator

If you can’t resolve your complaint with the acquirer, you may refer it to the PCNO.

Find the complaint-handling process for payment card network operators.

Financial Consumer Agency of Canada

The Financial Consumer Agency of Canada (FCAC) monitors PCNOs’ compliance with a code of conduct for the credit and debit card industry. Keep in mind that FCAC does not resolve individual disputes and does not provide redress or compensation.

Learn more about the Code of Conduct for the Credit and Debit Card industry in Canada.

Related links

• How FCAC handles your complaint