Resolving Your Complaint

 

Digital Commerce Bank ("DCBank") voluntarily complies with the Code of Conduct for the Payment Card Industry in Canada (the "Code of Conduct").

If you believe that the conduct of DCBank or Digital Commerce Payments Inc. may have acted contrary to the Code of Conduct, you may file a complaint through a variety of channels:

  1. Complete and email the Complaint Form to CodeComplaint@dcbank.ca.
  2. Mail your Complaint Form to:
    736 Meridian Road NE
    Calgary, Alberta
    T2A 2N7
  3. Call our toll-free number: 1-844-836-6040

When submitting a complaint, please provide as much detail as possible to assist us in addressing the matter including a summary of your concerns, the date the concern occurred, details of who you interacted with about this matter (if applicable) and any supporting documentation.

Upon receiving your complaint, DCBank will:

  • provide a written acknowledgement within five (5) business days of receiving your complaint
  • investigate and address your complaint within twenty (20) business day. We will provide you with a summary of the complaint, the final result of the investigation, the final decision, including an explanation, and information about how you can further escalate your complaint in the event that you are not satisfied with the resolution provided.

If we are unable to resolve your complaint within twenty (20) business days, we will inform you promptly of the delay, the reason for the delay, and the anticipated response time.

The Financial Consumer Agency of supervises compliance with the Code of Conduct. If you have concerns, you may contact FCAC to investigate any non-compliance with an element in the Code of Conduct. Written complaints can be submitted to:

Financial Consumer Agency of Canada

427 Laurier Avenue West

Ottawa, Ontario K1R 1B9

Phone: 1 866 461-FCAC (3222) English

1 866 461-ACFC (2232) French

Website: www.fcac-acfc.gc.ca

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 non-compliance with Code obligations.

Please note that any information being submitted may be shared with your Payment Card Network, processor, downstream participant, or financial institution in order to assist us in answering your concerns.