How to file a complaint with a payment card network operator
Learn about the complaint process if you’re a merchant and have a problem with a payment card network operator (PCNO).
The Financial Consumer Agency of Canada (FCAC) monitors PCNOs’ compliance with a code of conduct for the credit and debit card industry. FCAC does not resolve individual complaints and does not provide redress or compensation.
Contact your acquirer
Start by trying to resolve the problem directly with your acquirer. The acquirer is the company that gives you access to a payment card network. It’s often called the payment card processor.
Contact the payment card network operator
If you can’t resolve your complaint with the acquirer, contact the PCNO.
Canadian PCNOs include, but are not limited to:
Learn more about complaint-handling under the Code.
Merchants can contact FCAC for enquiries regarding the complaint-handling process under the Code.