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Complaint Handling Procedure

Last Updated: January 2025

1. Our Commitment

FIN TWIN Technologies Inc., operating as FINTWIN PAY, is committed to providing excellent service to all our customers. We take all complaints seriously and strive to resolve them fairly, promptly, and transparently.

This Complaint Handling Procedure outlines how you can submit a complaint and how we will handle it in accordance with Canadian regulatory requirements for Money Services Businesses.

2. What Is a Complaint?

A complaint is an expression of dissatisfaction about:

  • Our products or services
  • The conduct of our employees or representatives
  • Our policies or procedures
  • The handling of a transaction
  • Fees or charges
  • Any other aspect of your experience with us

3. How to Submit a Complaint

You may submit a complaint through any of the following methods:

3.1 Email

Send your complaint to: [email protected]

3.2 Mail

FIN TWIN Technologies Inc.
Attention: Complaints Department
1025 King Street East, Unit 107-1587
Cambridge, Ontario, N3H 3P5
Canada

3.3 Online

Through your account dashboard (if you are a registered user)

4. Information to Include

To help us investigate and resolve your complaint efficiently, please include:

  • Your full name and contact information
  • Your account number or transaction reference (if applicable)
  • A clear description of your complaint
  • The date(s) of the issue
  • Any relevant documentation or evidence
  • The resolution you are seeking

5. Complaint Handling Process

5.1 Acknowledgment

We will acknowledge receipt of your complaint within 2 business days. The acknowledgment will include:

  • A unique complaint reference number
  • The name and contact information of the person handling your complaint
  • An outline of our complaint handling process
  • Expected timeline for resolution

5.2 Investigation

We will thoroughly investigate your complaint by:

  • Reviewing all relevant records and documentation
  • Speaking with relevant staff members
  • Contacting you if additional information is needed
  • Considering applicable laws, regulations, and our policies

5.3 Resolution

We aim to resolve complaints within 15 business days of receipt. If we cannot meet this timeline, we will:

  • Inform you of the delay and the reason
  • Provide a new expected resolution date
  • Keep you updated on progress

5.4 Response

Our response will include:

  • A summary of the complaint
  • The results of our investigation
  • Our decision and the reasons for it
  • Any remedial action we will take
  • Information about escalation options if you are not satisfied

6. Escalation Process

6.1 Internal Escalation

If you are not satisfied with the initial response, you may request escalation to our Compliance Officer by emailing [email protected] within 30 days of receiving our response.

The Compliance Officer will:

  • Conduct an independent review of your complaint
  • Provide a final response within 15 business days

6.2 External Escalation

If you remain dissatisfied after our internal process, you may contact the following external bodies:

Financial Consumer Agency of Canada (FCAC)

The FCAC supervises federally regulated financial entities and can provide information about your rights.

Website: www.canada.ca/en/financial-consumer-agency
Phone: 1-866-461-3222

FINTRAC

For concerns related to our compliance with money laundering or terrorist financing regulations:

Website: www.fintrac-canafe.gc.ca
Phone: 1-866-346-8722

Office of the Privacy Commissioner of Canada

For complaints related to the handling of your personal information:

Website: www.priv.gc.ca
Phone: 1-800-282-1376

7. Record Keeping

We maintain records of all complaints, including:

  • The nature of the complaint
  • Date received
  • Actions taken
  • Resolution and date
  • Any follow-up correspondence

Records are retained in accordance with our regulatory obligations and privacy policy.

8. Continuous Improvement

We analyze complaint data to identify trends and areas for improvement. Feedback from complaints helps us enhance our services and prevent similar issues in the future.

9. No Retaliation

We will not retaliate against any customer who submits a complaint in good faith. Your relationship with us will not be negatively affected by filing a complaint.

10. Accessibility

We are committed to ensuring our complaint process is accessible to all customers. If you require accommodations to submit or follow up on a complaint, please let us know and we will work with you to find a solution.

11. Contact Us

If you have questions about our complaint handling procedure, please contact:

Complaints Department
FIN TWIN Technologies Inc.
1025 King Street East, Unit 107-1587
Cambridge, Ontario, N3H 3P5, Canada
Email: [email protected]