Visa's Process for Resolving Complaints
Visa has an established process for managing potential Code of Conduct compliance violations. If you have a complaint about a particular element of the Code of Conduct, please follow the process below:
1. If you are a Visa merchant, please contact the Visa Acquirer/Payment Processor that processes your Visa payments. If you are a Visa cardholder, please contact the financial institution that issued your Visa card. These entities must be contacted initially and are generally the best equipped to resolve a complaint.
2. If Step 1 does not resolve the complaint to your satisfaction, please complete the Code of Conduct Complaint Form by clicking below.
Code of Conduct Complaint Form
Please ensure that all requested information is provided. This form will be routed to Visa Canada, who will investigate the complaint and attempt to resolve it.
You may also request a hard copy of the form by contacting us.
Contact details for Visa Canada are as follows:
Ask Visa Canada – Code of Conduct Inquiries
3. If Step 2 does not resolve the complaint to your satisfaction, you may also contact the Financial Consumer Agency of Canada (FCAC). Contact details for the FCAC are included below:
Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, ON K1R 1B9