At SnapPay, Merchants’ interest and compliance have always been our top priorities. We fully support the Code of Conduct for the Payment Card Industry in Canada, and believe it provides Merchants a greater voice in the payments market. The newest version of the Code has been published and can be found here: Code of Conduct for the Payment Card Industry in Canada.
Complaints Submission
If you have any complaints pertaining to the Code of Conduct, please contact us via:
To help us understand and review your complaint, we will ask you to provide us with details, including providing us with copies of any supporting documentation (i.e., agreements and statements).
Please note that the information you provide may be shared with other parties (i.e., a payment processor, equipment provider, financial institution, or Payment Card Network Operator) to help us respond to your complaint.
Complaints Follow-up
You’ll get confirmation that we received your complaint within five (5) business days, and you’ll receive our final decision in writing within twenty (20) business days, which will include:
If we cannot provide you with a response within twenty (20) business days, we will inform you of the reason for the delay and our expected response time.
Financial Customer Agency of Canada
You can also file your complaint directly 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 5th Floor, Enterprise Building 427 Laurier Ave. West Ottawa, ON K1R 1B9
Please note FCAC is not a dispute-resolution agency for consumers in their individual dealings with payment card network operators or acquirers.