Complaints
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We aim to resolve complaints quickly and fairly. This page explains how to raise a complaint and what to expect. It summarises the complaint process set out in the client agreements.
How to complain
Submit your complaint in writing to complaints@paysaxas.com. Canadian clients may also use a complaint function made available in the Client Platform. Please include your account details, a description of the issue, and the outcome you are seeking. Complaints are filed and answered in English.
Our process & timeline
We acknowledge complaints promptly and aim to provide a final response within fifteen (15) Business Days of receipt. In exceptional circumstances beyond our control, we will send a holding response explaining the delay and when you can expect a final answer, no later than 35 Business Days after receipt.
If you are not satisfied
If our final response does not resolve the matter, the available remedies depend on your jurisdiction:
- Finland (PaySaxas Oy, EMI): consumers may refer a dispute to the Finnish Consumer Disputes Board after contacting the Finnish Competition and Consumer Authority’s Consumer Advisory Services. Any client may report a suspected breach of payment services legislation to the FIN-FSA, which supervises the company but does not resolve individual disputes, or bring a claim before a court. See Section 17 of the Finland Terms of Service.
- Canada (PaySaxas Financial Solutions Corp., MSB/PSP): remedies may include the courts of British Columbia or, where it has jurisdiction, the Civil Resolution Tribunal. Consumers resident in British Columbia may contact Consumer Protection BC about compliance with consumer protection legislation. FINTRAC and the Bank of Canada supervise the company but do not resolve individual client disputes. See Section 17 of the Canada Terms of Service and the Canada Privacy Policy for privacy complaints.