For Canadian Merchants

If you have a complaint pertaining to the Canadian Code of Conduct for the Credit and Debit Card Industry, you may file a complaint to ClubReady through a variety of channels:

  • by email ( [email protected] com 
  • by web ( https://form.jotform.com/ 210635800725046 )
  • by mail at:
     ClubReady Canada Software ULC
    14515 N Outer 40 Rd #300
    Chesterfield, MO 63017

Following receipt of your complaint we will:

  • Acknowledge receipt of your complaint within 5 business days.
  • Provide our final decision in writing within 90 days along with:
  1. A summary of the complaint.
  2. The final result of the investigation.
  3. Explanation of the final decision.
  4. Information on how to further escalate your complaint in the event of an unsatisfactory outcome.

If we cannot provide a response to you within 90 days you will be informed of the delay, reason for the delay, and the expected response time.

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 had spoken with at ClubReady.
  • Copies of any supporting documentation (i.e. agreements, statements, or correspondence with ClubReady)
  • General reference to the Code Elements you contend have not been followed.

If ClubReady’s complaint process has not provided satisfactory resolution, you may escalate the complaints to the following:

Worldpay
Web: https://www.fisglobal.com/en/ merchant-solutions-worldpay/ complaints 

Peoples Trust Company 
Web: https://www.peoplestrust.com/ en/about-us/resolving-your- concerns/ 

Visa Canada 
Email: [email protected]   
Fax: 416-860-8873
Web: www.visa.ca  

Mastercard Canada 
Email: [email protected] 
Call: 416-365-6655 
Web: www.mastercard.ca 
Mail: Mastercard Canada,
Attn. Code of Conduct Compliance  
600-121 Bloor St. E
Toronto, Ontario, M4W 3M5 

American Express Canada 
Web: https://www. americanexpress.com/ca/en/ merchant/complaint/merchant- network-complaint-handling- procedures.html 
Mail: P.O. Box 3204, Station “F”
Attn: Manager Merchant Customer Care Support
Toronto, ON, M1W 3W7,

Financial Consumer Agency of Canada (FCAC) 
Email: [email protected]
Phone: 1-866-461-3222
Mail: Financial Consumer Agency of Canada (FCAC)
6th Floor, Enterprise Building 427 Laurier Ave. West
Ottawa, ON K1R 1B9

For additional information, visit the Financial Consumer Agency of Canada. 

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