Canadian Customer Assistance

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

our toll-free number: 1-866-640-5906
by email: planetmscomplaints@weareplanet.com
by mail: Planet Payment Client Services, Suite 200, New Castle, DE 19720
or by completing the form below

If necessary, please refer to the notes below before completing the form.

Name of person submitting the complaint*

Merchant business name*

Merchant number*

Merchant street address*

City*

Province/Territory*

Postal code*

Phone number*

E-mail address*

Name of acquirer of record*

Date you spoke with our customer service*

Name of the service representative you spoke to*

The policy element of the Code that the complaint pertains to*

Please provide a summary of your complaint*

Upload, email or other supporting documents, if applicable

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Please note:

To assist us in reviewing your complaint, please provide the following, where applicable:

A summary of your concerns,
Details, such as the name of the person you were dealing with, the date the concern occurred, and the date you spoke to our representative,
Copies of any supporting documentation (i.e., agreements, statements, correspondence)

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

We will provide a resolution within 20 days of receiving the merchant 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 20 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, Peoples Trust Company, to file a Code of Conduct Complaint.

Peoples Trust Company complaint handling procedure is outlined here:
https://www.peoplestrust.com/en/peoples-payment-solutions/merchant-acquiring-services/resolving-your-concerns/

Nothing in the above process restricts you from filing complaints directly with the Financial Consumer Agency of Canada at any stage of the complaint process. Although FCAC does not act as a complaint resolution body, FCAC may open an investigation to determine if the issues identified in a merchant complaint reflect a PCNO’s non-compliance with Code obligations.

Detail on filing complaints directly with the FCAC can be found here:
Filing a complaint about financial products and services - Canada.ca

Planet Payment is a registered Independent Sales Organization/Merchant Services Provider (“ISO/MSP”) for BMO Harris Bank, N.A., Chicago, IL and Peoples Trust Company, Vancouver BC, Canada.