Code of Conduct Resolution

Concerns Regarding the Code of Conduct

Paya, a Nuvei company, has adopted the Code and abides by the policies outlined to ensure compliance.
The Code is incorporated in its contracts, pricing policies and overall business practices.

If you have concerns pertaining to the Code of Conduct for the Credit and Debit Card Industry,
you may contact us through a variety of channels:

Upon contacting us, we will acknowledge receipt of your concern within 5 business days and open an investigation.

We will provide a resolution within 30 days of receiving the concern, along with:

A summary of the concern;
The final result of the investigation;
Explanation of the proposed resolution; and
Information on how to further escalate the dispute in the event of an unsatisfactory outcome, along with the appropriate form(s).
If we cannot provide a resolution within 30 days, you will be informed of the delay, reason for the delay, and the expected response time.

If you believe that our conduct is contrary to the Code and feel your concerns regarding our products or services have not been adequately addressed, you may report the issue to your acquirer of the record to file a Code of Conduct Complaint.

Concern related to credit card brands:
Wells Fargo Bank, N.A., Canadian Branch — Merchant Services (Branche canadienne – Services aux marchands)
22 Adelaide Street West, Suite 2200
Toronto, ON M5H 4E3 Canada
(844) 284-6834

Concern related to Interac debit:
Interac Corp.
Telephone: 1-855-789-2979 or 416-362-8550
Email: [email protected]

If your issue is still not fully resolved, you may file a complaint directly with the Financial Consumer Agency of Canada (FCAC).

Telephone: 1-855-823-8783
Email: [email protected]

Write to:
Financial Consumer Agency of Canada (FCAC)
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, ON K1R 1B9

Please visit the Financial Consumer Agency of Canada’s website for more information on merchant rights under the Code of Conduct for the Credit and Debit Card Industry in Canada.

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