Complaints

Last updated: 21 September 2026

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, or, if you are a customer, via an in-app message. Please include your account details, a description of the issue, and the outcome you are seeking. We handle complaints in English, Finnish and Swedish.

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, you may be able to escalate to the relevant supervisory authority or ombudsman in your jurisdiction:

• Finland (PaySaxas Oy, EMI): the Finnish Financial Supervisory Authority (FIN-FSA) or, if you are a consumer, the Finnish Consumer Disputes Board.
• Canada (PaySaxas Financial Solutions Corp., MSB/PSP): the relevant federal/provincial authority; AML-related matters fall under FINTRAC.

DRAFT — a plain-language summary for review, not legal advice. The binding complaint procedure and timeframes live in the Finland and Canada client agreements. Have compliance counsel review before publication.