Planet Payment Inc. (Canada)

We aim to achieve the highest possible standards in the service we provide. If you are dissatisfied with the acquiring services provided by us, or feel you have suffered a loss as a result of our actions, you may contact us using the following means:

• Toll-free number: +1 860-640-5906
• Email:  planetmscomplaints@weareplanet.com
• Mail: Planet Payment Client Relations, 1oo West Commons Boulevard, Suite 200, New Castle, DE USA 19720

To assist us in reviewing your complaint, please provide the following, where applicable:

• A summary of your concerns;
• Details, such as the name of the person you were dealing with, the date the concern occurred, and the date you spoke to our representative;
• Copies of any supporting documentation (i.e., agreements, statements, correspondence)

• A summary of the concern;
• The final result of the investigation;
• Explanation of the proposed resolution; and
• Information on how to further escalate the dispute in the event of an unsatisfactory outcome, along with the appropriate form(s).

If we cannot provide a resolution within 20 days, you will be informed of the delay, reason for the delay, and the expected response time.

If you believe that our conduct is contrary to the Code and feel your concerns regarding our products or services have not been adequately addressed, you may report the issue to your acquirer, Peoples Trust Company, to file a Code of Conduct Complaint.

Peoples Trust Company complaint handling procedure is outlined here.

Nothing in the above process restricts you, a merchant from filing complaints directly with the FCAC at any stage of the complaint process. 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 PCNO’s non-compliance with Code obligations. Further information on the FCAC and complaints is located here.  

Planet Merchant Services Limited (UK)

We aim to achieve the highest possible standards in the service we provide. If you are dissatisfied with the acquiring services provided by us, or feel you have suffered a loss as a result of our actions, you may contact us using the following means:

• Toll-free number: +44 2035143808
• Email: planetmscomplaints@weareplanet.com
• Mail: 1st Floor, Illona Rose House, Manette Street, London. W1D 4AL.

To assist us in reviewing your complaint, please provide the following, where applicable:

• A summary of your concerns;
• Details, such as the name of the person you were dealing with, the date the concern occurred, and the date you spoke to our representative;
• Copies of any supporting documentation (i.e., agreements, statements, correspondence).

Upon contacting us, we will acknowledge receipt of your concern within 3 business days and open an investigation.

We will provide a resolution within 15 business days from the complaint reception date, along with:

• A summary of the concern;
• The final result of the investigation;
• Explanation of the proposed resolution; and
• Information on how to further escalate the dispute in the event of an unsatisfactory outcome, along with the appropriate form(s).

If we cannot provide a resolution within 15 business days, you will be informed of the delay, reason for the delay, and the expected response time.

Financial Ombudsman Service (FOS)

If you are not satisfied with our Final Response, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service is an independent body that helps resolve disputes between consumers and financial businesses. Its service is free of charge. If your complaint cannot be resolved through our internal complaints procedure, the FOS may review your case and provide an impartial decision.
 

Contact Details

• Financial Ombudsman Service: Exchange Tower, London, E14 9SR
• Telephone: 0800 023 4567 (free from most landlines and mobiles) or 0300 123 9123
• Email: complaint.info@financial-ombudsman.org.uk
• Website: Financial Ombudsman Service

Important Information

You must refer your complaint to the Financial Ombudsman Service within six months of the date of our Final Response letter.

If your complaint is not referred within this time limit, the Financial Ombudsman Service may be unable to consider your complaint unless exceptional circumstances apply.

For further information about the Financial Ombudsman Service and eligibility criteria, please visit the FOS website.

Planet Merchant Services SAS (France) and all other European countries not listed above

We aim to achieve the highest possible standards in the service we provide. If you are dissatisfied with the acquiring services provided by us, or feel you have suffered a loss as a result of our actions, you may contact us using the following means:

• Phone: +44203 5143808
• Email: planetmscomplaints@planetpayment.com
• Mail: Planet Merchant Services SAS, at 1 Terrasse Bellini, Puteaux, 92919 Paris La Défense Cedex, France.

You accept that we have not appointed any alternative dispute resolution entity or ombudsman to deal with disputes concerning the acquiring services by PMSS.

To assist us in reviewing your complaint, please provide the following, where applicable:

• A summary of your concerns;
• Details, such as the name of the person you were dealing with, the date the concern occurred, and the date you spoke to our representative;
• Copies of any supporting documentation (i.e., agreements, statements, correspondence).

Upon contacting us, we will acknowledge receipt of your concern within 10 days and open an investigation.

We will provide a resolution within 60 days of receiving the merchant concern, along with:

• A summary of the concern;
• The final result of the investigation;
• Explanation of the proposed resolution; and
• Information on how to further escalate the dispute in the event of an unsatisfactory outcome, along with the appropriate form(s).