Plain-language commitment. We have written this document to be readable. It remains a legal document, and certain rights or obligations may also appear in a signed agreement or applicable law.
1. Our commitment
Paysys aims to handle concerns fairly, respectfully and without unnecessary delay. Raising a complaint will not affect your right to receive appropriate service or to use any external remedy available to you.
2. How to complain
Send your name, business name, contact details, a clear description of the issue, relevant dates or transaction references, the outcome you seek, and supporting documents using the contact details below. Do not send passwords, full card numbers or unnecessary sensitive information.
3. What happens next
We aim to acknowledge a complaint within five business days. We will assign it for review, may ask for more information, and aim to provide a substantive response within 30 calendar days. Complex matters or those involving partners may take longer; if so, we will explain the reason and expected next step.
4. Fair review
The reviewer will consider relevant communications, agreements, transaction information, partner input and applicable requirements. Our response will summarize the issue, findings and any action we propose.
5. Escalation
If you disagree with the response, ask for an internal escalation and explain what you believe was missed. Depending on the service and your location, you may also have access to a partner institution’s complaint process, a privacy regulator, a consumer authority, a court or another external body.
6. Records and learning
We maintain complaint records as required and use themes from complaints to improve processes, controls and communications.
Contact details
Questions, notices and requests about this document can be sent through our contact form:
Paysys Fintech Ltd.
30 Eglinton Avenue West, Unit 710
Mississauga, Ontario L5R3E7
Canada
These website policies are intended as an operational starting point and should be reviewed against Paysys’s actual products, partners, data practices and regulatory obligations. A customer-specific signed agreement may contain additional or different terms.