# Stripe complaints in Canada

### This article provides guidance on what to do if you have a complaint related to the [Code of Conduct for the Payment Card Industry in Canada](https://www.canada.ca/en/financial-consumer-agency/services/industry/laws-regulations/credit-debit-code-conduct.html)
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You may file a complaint with Stripe using any of the following options:
* Email the completed Financial Consumer Agency of Canada (FCAC) [complaint handling form](https://www.canada.ca/content/dam/canada/financial-consumer-agency/migration/eng/resources/complianceforms/documents/template-complaint-handling-form-for-merchant-complaints-pertaining-to-code-2.pdf) to [**complaints@stripe.com**](mailto:complaints@stripe.com)
* Submit our online [complaint submission form](https://stripe.com/en-ca/complaints)
* Contact [**24 x 7 Support**](/contact/login)
To help us review your complaint, include the following information, if applicable:
* Your merchant ID and the full name and address associated with your account
* A summary of your concerns
* Details such as the name of the person you spoke with, the date the concern occurred, and the date you spoke to the card brand, acquirer, or representative
* Copies of any supporting documentation, for example, agreements or statements
Following receipt of your complaint we will:
* Acknowledge receipt of your complaint within five business days.
* Provide our final decision in writing within twenty business days, along with:
  * A summary of the complaint
  * The final result of the investigation
  * The final decision, including an explanation
  * Information on how to further escalate your complaint in the event of an unsatisfactory outcome
If we cannot provide a response within twenty business days, you will be informed of the delay, the reason for the delay and the expected response time.
Nothing restricts you from directly filing a complaint with FCAC at any stage of the complaint process to investigate non-compliance with the Code. FCAC can be reached via:
- **Phone**
- 1-866-461-3222
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- **Email**
- info@fcac-acfc.gc.ca
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- **Mail**
- Financial Consumer Agency of Canada
  6th Floor, Enterprise Building
  427 Laurier Ave. West
  Ottawa, ON K1R 1B9
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 Payment Card Network Operator non-compliance with Code obligations.