Complaints procedure

If something has gone wrong, tell us and we will look into it. Every complaint is recorded, investigated by someone not directly involved in what happened, and used to correct the underlying cause. Making a complaint is free and does not affect how we treat you.

What counts as a complaint

Any expression of dissatisfaction with our service, our conduct or a decision we have taken, whether or not it is justified and whether or not you ask for something in return. You do not need to use the word "complaint" for us to treat it as one.

How to complain

By email

support@mmfintechgroup.com

By post

2544 Weston Rd, North York, On, Ontario, M9N 2A6, Canada

Please include your name, how to reach you, what happened, when it happened and what outcome you are looking for. If you have a client or transaction reference, include it. Do not send full identity documents, card numbers or account credentials by email.

If you need help putting a complaint together, or would prefer to give it to us in another format, tell us and we will make arrangements. You may ask someone else to complain on your behalf; we will need your written authority before we discuss your information with them.

What happens next

• Acknowledgement. We confirm receipt within 5 business days and give you a reference and the name of the person handling it.
• Investigation. We review the records and, where needed, ask you for more information. The complaint is assessed by someone independent of the decision or conduct complained about.
• Response. We give you a written outcome within 14 business days, explaining what we found, the reasons for our decision and any action we are taking. If we need longer, we tell you why and when to expect a decision.
• Review. If you are not satisfied, you may ask within 5 days for the decision to be reviewed by the compliance officer, who will respond in writing.

If you remain dissatisfied

Our response will tell you what you can do next. Where a complaint concerns a service delivered on the infrastructure of a payment provider, we will identify the entity responsible and how to escalate to it.

If your complaint concerns how we have handled your personal information, you may also contact the Office of the Privacy Commissioner of Canada. If it concerns conduct that may breach anti-money laundering obligations, you may contact FINTRAC. Complaining to us first is not a condition of approaching either.

Records and oversight

Complaints, their outcomes and the time taken to resolve them are recorded in a central register, retained in line with our retention schedule, and reported periodically to the governing body. Recurring causes are addressed as part of the review of the compliance programme.