Complaints Handling Policy

1. What is a complaint?

A complaint is an expression of dissatisfaction concerning a CobbyPay product, Service, transaction, account decision, fee, service quality, privacy practice, security matter or other aspect of the Client relationship where a response or resolution is expected.

2. How to submit

Send complaints to support@cobbypay.com. Include your full name or legal entity name, account identifier (if applicable), transaction reference, relevant dates, a clear description of the issue, the outcome requested and supporting documents. Do not send passwords, one-time codes or private keys.

3. Our process

• We will record the complaint and route it to an appropriate person who is able to review it.
• We may request additional information where needed to understand or investigate the matter.
• We will assess relevant account and transaction records, applicable agreements, third-party information and regulatory obligations.
• We will provide a response or status update within a reasonable period having regard to complexity and applicable legal requirements.
• If additional time is needed, we may explain the reason and provide a further update.
• We will retain complaint records as required by applicable law and internal recordkeeping requirements.

4. Compliance and legal restrictions

CobbyPay may be unable to disclose information relating to suspicious transaction reporting, sanctions screening, law-enforcement requests, confidential regulatory matters, fraud controls or other information that CobbyPay is prohibited or restricted from disclosing.

5. Payment incidents

If your complaint concerns an unauthorized payment, security compromise, suspected fraud or inability to access funds, notify CobbyPay promptly and provide all relevant details. CobbyPay may apply protective restrictions while the matter is investigated.

6. Privacy complaints

Privacy complaints may be submitted to the Privacy Officer at info@cobbypay.com. Depending on applicable law, you may also have a right to contact the Office of the Privacy Commissioner of Canada or another competent privacy authority.

7. Regulatory status

CobbyPay is a FINTRAC-registered MSB (M23204811, registered since 8 June 2023) and is registered with the Bank of Canada as a PSP under the RPAA. FINTRAC registration and Bank of Canada registration do not make CobbyPay a bank and do not constitute a guarantee or endorsement of CobbyPay’s Services.

8. Contact

Complaints: support@cobbypay.com
General enquiries: info@cobbypay.com

Registered office
1907 Baseline Road, Unit 104
Ottawa, Ontario K2C 0C7, Canada