At BNA, we are dedicated to providing merchants with transparent access to customer service support and open communication on the products and services we offer. Our goal is to ensure a clear and detailed process for reporting and resolving all concerns or complaints that may arise. 

Our complaints policy is in compliance with the Code of Conduct for the Credit and Debit Card Industry in Canada. Click the following links for details on the Code of Conduct and merchants’ rights as outlined on the Financial Consumer Agency of Canada’s (FCAC) website. 

The BNA Complaints Process:

  1. After receiving a complaint, BNA will acknowledge receipt within five (5) business days. 
  2. Merchants will receive a final decision in writing within ninety (90) days of their complaint submission. The final decision will include:
    1. A summary of the complaint
    2. The final findings or outcome of the complaint
    3. An explanation of the final outcome including relevant details and additional findings to support the conclusion
    4. Steps to further escalate your complaint if necessary

If we are unable to provide a substantive response within 90 days, merchants will be notified of the delay, its reasoning, and an updated response timeline.

Complaint Escalation Process:

If your complaint is not resolved to your satisfaction or you believe your complaints handling experience was contrary to the Code of Conduct you may report issues to your acquirer of record or the FCAC. 


Complaints Process Submission




Financial Consumer Agency of Canada

6th Floor, Enterprise Building

427 Laurier Ave. West

Ottawa, Ontario K1R 1B9, Canada