Complaints Process

At Square, we are committed to providing you, as a seller, with transparent and open communication on the products and services we offer to you. We want to ensure your complaints with respect to payment card processing services are dealt with promptly, fairly and consistently in accordance with the Code of Conduct for the Credit and Debit Card Industry in Canada (“Code”).

Square understands and appreciates that you have several rights in relation to the contracts and statements we provide to you for these services. Please visit the Financial Consumer Agency of Canada’s (the FCAC) website for more information on your rights under the Code.

If you have a complaint in respect of the Code please provide your complaint details here.

How Square will handle your complaint

1. Acknowledge receipt of the complaint within five (5) business days.

2. Provide our final decision in writing within ninety (90) days, along with:

   • A summary of your complaint;

   • The final outcome of the complaint;

   • An explanation of the final outcome including any relevant details of how the final decision was made;

   • Information on how to further escalate your complaint if the complaint has not been resolved to your satisfaction.

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.

How to make a complaint to FCAC

You can also write to the FCAC at:

Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, Ontario K1R 1B9, Canada