Customer Complaint Procedure

If you are dissatisfied with MultiPay’s website, onboarding process, account support, payment-service handling, or related business-account activity, you may contact MultiPay by email at [email protected]. If a telephone channel is available to you through onboarding or your client agreement, you may also use that channel.

Please include your business name, contact details, account or inquiry reference if available, a clear description of the issue, relevant dates, amounts, currencies, counterparties, screenshots or documents where appropriate, and the outcome you are requesting. Do not send passwords, full security credentials, or unnecessary sensitive information by unsecured email.

MultiPay will try to acknowledge complaints within two business days after receipt. The acknowledgement may confirm the complaint reference, request additional information, or identify the team handling the matter.

MultiPay aims to resolve complaints within eight weeks where reasonably possible. Timing may depend on the completeness of information provided, the involvement of third-party providers, banking partners, payment networks, processors, receiving institutions, compliance review, fraud review, or other operational factors outside MultiPay’s direct control.

MultiPay may review client records, transaction instructions, portal activity, support communications, third-party provider records, payment-network information, compliance alerts, and other relevant materials. MultiPay may request further information from you or from authorized representatives of your business.

Where a complaint concerns a transaction involving a third-party provider, partner bank, processor, foreign-exchange provider, intermediary bank, payment network, or receiving institution, MultiPay may need to coordinate with those parties. Their procedures, response times, cut-off times, and legal obligations may affect the timing and available outcome.

MultiPay will aim to provide a clear response that explains the complaint outcome, any corrective action that MultiPay is prepared to take, and any further information required. The response may be subject to confidentiality, privacy, anti-money laundering, sanctions, fraud-prevention, court-order, partner, or regulatory constraints.

MultiPay may decline a requested outcome where the request is inconsistent with law, applicable agreements, third-party provider requirements, payment-network rules, risk controls, evidence reviewed, or operational feasibility.

If you remain dissatisfied after MultiPay’s response, you may be able to pursue an external complaint or dispute-resolution channel where one is available and where your complaint and business qualify. The supplied source content references the Ombudsman for Banking Services and Investments for eligible matters, but eligibility may depend on the nature of the complaint, the type and size of the commercial organization, the service involved, and the legal status of the provider.

This page does not guarantee that OBSI or any other external body has jurisdiction over your complaint. Final escalation language should be reviewed by Canadian counsel and aligned with MultiPay’s verified legal entity, registration, partner structure, and applicable client agreements.