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Amex Bank of Canada Merchant Complaint Handling Procedures

The following are the Amex Bank of Canada - Complaint Handling Procedures not related to the Code of Conduct for the Credit and Debit Card Industry. If your complaint is related to the Code of Conduct those procedures are below.If you are not a merchant and have a complaint, please return to the Complaint Handling Procedures and select option #1 (Amex Bank of Canada Complaint Handling Procedures)


If you are a merchant but do not receive merchant services directly from Amex Bank of Canada, please return to the Complaint Handling Procedures and select option #3 (American Express Canada Merchant Network Complaint Handling Procedures)


We strive to be theworld's most respected service brand and try very hard to ensure that your business is handled in an efficient and courteous manner. If, however, we have not met your expectations and you have a complaint that you wish to bring to our attention, we encourage you to follow the procedures outlined here to help us address your concern.

These Complaint Handling Procedures are also available in writing upon request via our toll free Merchant Service line:

 

In Canada/U.S.: 1-800-268-9877

Step 1: We can help, tell us about your concern

 

If you have a complaint, please contact our Amex Bank of Canada Merchant Services staff at 1-800-268-9877.

  • 1-866-549-6426 (TTY)

Step 2: Elevate your concern

 

If your concern is not resolved to your satisfaction by Customer Service, you should write to our Manager of Customer Care Support at the address that follows. Please see the Timelines section.

 

Amex Bank of Canada

P.O. Box 3204, Station "F" 

Toronto, Ontario, M1W 3W7

Attn: Manager Customer Care Support

 

Step 3: Contact the Amex Bank of Canada Ombudsman

 

If the issue remains unresolved, you may contact the internal Amex Bank of Canada Ombudsman at the contact information below. Please see the Timelines section.

Amex Bank of Canada

 

P.O. Box 3204, Station "F" 

Toronto, Ontario, M1W 3W7

Attn: Amex Bank of Canada Ombudsman

 

  • 1-888-301-5312 (toll free)
  • 437-836-7400 (outside Canada/US, please call collect)
  • 1-866-529-1344 (TTY)
  • 1-855-683-3769 (fax)
  • 1-647-259-8770 (fax outside Canada/US)

TIMELINES

 

We work hard to ensure that your complaint is acknowledged and investigated in a timely manner. If you have not followed the complaint escalation steps as outlined, we may forward your concern to the appropriate complaint handling level for investigation and response. Once your complaint reaches Step Two we will do our best to provide a response detailing your concern and the appropriate resolution or explanation within 90 days. In the event that we are unable to respond within that time period, a notice will be provided to you estimating the completion date of the investigation.

 

We encourage you to use our internal complaints handling process first. However, 90 days after reaching Step Two, you have the right to contact the Ombudsman for Banking Services and Investments (OBSI). OBSI may contact the Amex Bank of Canada Ombudsman's Office to facilitate the earliest possible resolution of your complaint.

 

OBTAINING A STATUS UPDATE ON YOUR COMPLAINT

 

At anytime during the complaint handling process, you can obtain an up-to-date status of your complaint, including which step in the process your complaint is in and what the next step is, by calling Merchant Services at 1-800-268-9877 or if applicable contacting your Client Manager.

 

ELEVATING YOUR COMPLAINT OUTSIDE OF AMEX BANK OF CANADA

 

The Ombudsman for Banking Services and Investments (OBSI)

 

Once the Amex Bank of Canada Ombudsman's Office has provided a decision on your concern, and you are still not satisfied, the OBSI can provide you with information and a further review of your complaint. Please note that you may contact OBSI earlier as set out in the Timelines section. The OBSI can be reached toll free at 1-888-451-4519, 416-287-2877 locally, 1-855-889-6274 (TTY) or by fax at 1-888-422-2865 or 416-225-4722 (locally). You can also email ombudsman@obsi.ca or visit www.obsi.ca

Ombudsman for Banking Services and Investments

 

401 Bay Street 

Suite 1505, P.O. Box 5 

Toronto, Ontario, M5H 2Y4

 

Privacy Commissioner of Canada

 

For privacy matters, the Office of the Privacy Commissioner of Canada investigates complaints concerning the Personal Information Protection and Electronic Documents Act (PIPEDA). Complaints to the Office of the Privacy Commissioner can be submitted in writing to the address that follows. For general privacy inquiries and additional information about personal information handling practices, you can contact the Office of the Privacy Commissioner of Canada at 1-800-282-1376, 819-994-6591 (TTY) from anywhere in Canada/U.S. or 819-994-5444 from outside of Canada/U.S. (please call collect) or 819-994-5424 (fax) or visit www.privcom.gc.ca.

 

Office of the Privacy Commissioner of Canada

30 Victoria Street

Gatineau, Quebec, K1A 1H3

 

Financial Consumer Agency of Canada (FCAC)

 

If you have a complaint in respect of the Code of Conduct for the Credit and Debit Card Industry in Canada or any concern related to the Payment Card Networks Act "(the Act)" , you may contact the Financial Consumer Agency of Canada (FCAC) by writing to the address that follows. The FCAC supervises payment card network operators (PCNOs) to ensure they comply with the provisions of "the Act", they are also responsible for promoting public awareness of the Code and "the Act". You can reach the FCAC at 1-866-461-3222 (English toll-free), 1-866-461-2232 (French toll-free) from anywhere in Canada/U.S. or 613-941-1436 (fax). You can also email info@fcac-acfc.gc.ca or visit www.fcac-acfc.gc.ca

Financial Consumer Agency of Canada

6th Floor, Enterprise Building

427 Laurier Ave. West

Ottawa, Ontario, K1R 1B9

The FCAC will determine whether the payment card network operator is in compliance. It will not, however, resolve individual merchant complaints.

 

Voluntary Commitments and Codes of Conduct

 

For a complete listing of the Voluntary Commitments and Codes of Conduct to which Amex Bank of Canada subscribes, please visit our website at www.americanexpress.ca/codes or write to the Manager of Customer Care Support for a copy.

 

Amex Bank of Canada Merchant Complaint Handling Procedures

for Complaints related to the Code of Conduct for the Credit and Debit Card Industry.

 

The following are the Amex Bank of Canada - Complaint Handling Procedures related to the Code of Conduct for the Credit and Debit Card Industry.We strive to be the world's most respected service brand and try very hard to ensure that your business is handled in an efficient and courteous manner. If, however, we have not met your expectations and you have a merchant complaint related to the Code of Conduct for the Credit and Debit card Industry, we encourage you to follow the procedures outlined here to help us address your concern.

 

Step 1: We can help, tell us about your concern related to the Code of Conduct

 

If you are a merchant and have a complaint pertaining to the Code of Conduct for the Credit and Debit Card industry please contact our Amex Bank of Canada Merchant Services staff at 1-800-268-9877. Upon contacting American Express, our staff will open an investigation by asking you for details related to your complaint. The questions our staff will ask you are referenced in the attached Complaint Handling form.

 

Alternatively you can download the attached form, insert the requested information and send your completed template along with any supporting documentation (i.e. agreements, statements) to the following address. Please see the Timelines section.

 

Amex Bank of Canada

P.O. Box 3204, Station "F" 

Toronto, Ontario, M1W 3W7

Attn: Manager Merchant Customer Care Support

 

Complaint Handling Form(PDF)

 

 

Please note that the information being submitted may be shared with your PCNO, acquirer, processor or financial institution in order to assist us in answering your concerns.

The attached Complaint Handling form is available in two formats: PDF and Word. If you select the PDF version, you will need Adobe Acrobat to save the information you provide.

 

Step 2: Contact the Amex Bank of Canada Ombudsman

 

If the issue remains unresolved, you may contact the internal Amex Bank of Canada Ombudsman at the contact information below. Please see the Timelines section.

 

Amex Bank of Canada

P.O. Box 3204, Station "F" 

Toronto, Ontario, M1W 3W7Attn: Amex Bank of Canada Ombudsman

 

  • 1-888-301-5312 (toll free)
  • 437-836-7400 (outside Canada/US, please call collect)
  • 1-866-529-1344 (TTY)
  • 1-855-683-3769 (fax)
  • 1-647-259-8770 (fax outside Canada/US)

 

TIMELINES

 

We work hard to ensure that your complaint is acknowledged and investigated in a timely manner. If you have not followed the complaint escalation steps as outlined, we may forward your concern to the appropriate complaint handling level for investigation and response.Following receipt of your complaint we will:

 

  • Acknowledge receipt of your complaint within five business days.
  • Provide our final decision within 90 days (step 1) and 45 days (step 2) of receiving the merchant complaint, along with:
  • A summary of the complaint;
  • The final result of the investigation;
  • Explanation of the final decision; and
  • Information on how to further escalate your complaint in the event of an unsatisfactory outcome in step 1, along with the complaint handling form.If we cannot provide a response within 90 days (step 1) and 45 days (step 2) you will be informed of the delay, reason for the delay, and the expected response time.

You may also obtain a status update on your complaint or elevate your complaint outside of Amex Bank of Canada.