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lddPay Pay Complaint Handling
lddPay has established a process for resolving complaints related to potential Code of Conduct and Privacy violations. If you have a complaint about a particular element of the Code of Conduct for the Credit and Debit Card Industry in Canada or any other matter please follow the following steps.
- At lddPay, we take your complaints and feedback seriously and are committed to helping resolve your complaint in a timely manner in accordance with this dispute resolution process. The best way to have any matter address is to email your concern as soon as possible to complaint@lddpay.com
To assist lddPay in reviewing and addressing your concern please provide the following, as applicable:- a summary of your concern(s).
- details, the date of the concern arose, the date you spoke to an lddPay representative: and/or
- Copies of any supporting documentation (as necessary)
- If Step 1 does not resolve the complaint to your satisfaction, please send an email to the Chief Compliance Officer at complaint@lddpay.com at attaching all the previous correspondence and providing a summary of The Chief Compliance Officer will investigate the complaint and attempt to resolve it.
- Following the receipt of your complaint, the compliance department will begin our investigation and shall:
- Confirm receipt of your complaint within five (5) business days – this will be completed via email or telephone call
- Provide our final decision within writing within ninety (90) days of receiving your concern, along with:
- A summary of the complaint
- The final outcome of the investigation
- Explanation of the final decision/result; and
- Details on how to further escalate your complaint if you are not satisfied with the outcome (as appropriate)
- If step 2 does not resolve the complaint, the following are agencies may provide you with information and a further review of your complaint. These agencies may contact lddPay to facilitate their investigation and work towards a resolution.
Office of the Privacy Commissioner of Canada (OPCC)
Website: www.priv.gc.ca
Phone: 1-800-282-1376 Fax: 1-819-994-5424
Mail: 30 Victoria Street, Gatineau, QC K1A 1H3
Phone: 1-800-282-1376 Fax: 1-819-994-5424
Mail: 30 Victoria Street, Gatineau, QC K1A 1H3
Financial Consumer Agency of Canada (FCAC)
Website: www.fcac-acfc.gc.ca
Phone: 1-866-461-3222
Mail: 427 Laurier Avenue W, 6th Floor, Ottawa, ON K1R 1B9
Phone: 1-866-461-3222
Mail: 427 Laurier Avenue W, 6th Floor, Ottawa, ON K1R 1B9
