YAPSTONE CUSTOMER COMPLAINT FORM
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If you have a complaint pertaining to the Code of Conduct for the Credit and Debit Card Industry, you may file a complaint through one of the following methods:
• Email the completed complaint form that is attached below to legal@yapstone.com;
• Mail the completed complaint form attached below to Yapstone Canada ULC C/O YapStone, Inc. 2121 N. California Boulevard, Suite 400, Walnut Creek, CA 94596, USA; or
• Call us at 0044 203 514 3841.
Please visit the Financial Consumer Agency of Canada’s website for more information on merchant rights under the Code of Conduct for the Credit and Debit Card Industry in Canada.

Following receipt of your complaint we will:
• Acknowledge receipt of your complaint within five (5) business days.
• Provide our final decision in writing within ninety (90) days of receiving the merchant complaint along with:
o A summary of the complaint;
o The final result of the investigation;
o Explanation of the final decision; and
o Information on how to further escalate your complaint in the event of an unsatisfactory outcome.
If we cannot provide a response to you within 90 days you will be informed of the delay, reason for the delay, and the expected response time.
To assist us in reviewing your complaint, please provide the completed form below and attach copies of any supporting documentation (e.g. agreements, statements, correspondence from acquirer or PCNO).
Nothing restricts you from directly filing a complaint with the Financial Consumer Agency of Canada (FCAC) to investigate non-compliance with the Code. FCAC can be reached via:
Phone: 1.866.461.3222
Email: info@fcac-acfc.gc.ca
Mail: Financial Consumer Agency of Canada
6th Floor, Enterprise Building
427 Laurier Ave. West
Ottawa, ON K1R 1B9
FCAC is not a dispute-resolution agency for consumers in their individual dealings with payment card network operators or acquirers.

Please complete the following complaint form in block print, and email it to legal@yapstone.com or mail it to Yapstone’s Customer Complaints Escalation Team at the following address:
Yapstone Canada ULC C/O YapStone, Inc.
2121 N. California Boulevard, Suite 400
Walnut Creek, CA 94596
USA

Your Name:
Address for correspondence:
Email:
Contact Telephone Number:
Property Listing ID:

Summary of your complaint:
Please provide us with all issues regarding your complaint to enable us to investigate it thoroughly.
In the event that you raise further issues following the outcome of your complaint, those issues will be investigated separately.

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How would you like your complaint to be resolved?

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If you previously contacted a Yapstone representative, please include details, such as the name of the person you were dealing with and the date of such contact.
Please note that the information being submitted may be shared with your PCNO, acquirer, processor or financial institution in order to assist us in answering your concerns.
Please attach any supporting documents, if applicable.

Complaint Progress Update:
Yapstone aims to resolve your complaint within 90 working days. If this is not possible, we will contact you with an update on the progress of your complaint and let you know when you can expect a complete detailed response.

Please select your preferred communication method: Telephone / Email / Postal Mail

Declaration:
I confirm that the information given in this form is true, complete, and accurate, and I authorize Yapstone to investigate my complaint.

Signature :____________________________
Date:
For Office Use Only
Name of acquirer
Date merchant contact with Yapstone
Name of payment processor
Merchant Number (Parent Profile Account ID)
Name of acquirer representative (person who spoke to customer in Yapstone)
The policy element of the Code that the complaint pertains to (Please refer to Code)