If a merchant believes that our conduct or the conduct of any other service provider is contrary to the Code of Conduct for the Credit and Debit Card Industry, they may report the matter to Vantiv through a variety of channels:

  • By completing the Canadian Merchants Code of Conduct for the Credit and Debit Card Industry Concern/Issue Form (see below)
  • By calling the Vantiv toll free number 800-548-5326 option #3
  • Emailing MerchantEscalations@vantiv.com

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

  • A summary of your concerns
  • Any details, such as the name(s) of any individuals involved in the issue and/or of any other persons with knowledge of the issue
  • The date the incident or on which matter began representative,
  • Copies of any supporting documentation (i.e. agreements, statements, correspondence)

Upon receipt of your issue, Vantiv will investigate the issue and provide you with a written response within 30 days. This response will either provide the disposition or resolution of the issue, or will indicate that additional time is needed to investigate your issue:

If additional time is required, Vantiv will provide you with a written response regarding the disposition or resolution of the matter within 60 days after our receipt of your concern/issue. If you believe that the disposition or resolution is either inconsistent with the Code or feel your issue has not been adequately addressed, you may report the issue to Peoples Trust by:

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.

Concern/Issue Form