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Legal

Complaints Handling Policy

Ernora Pay
Effective Date: 11.06.2025

1. Policy Objective

Ernora Pay (“Ernora Pay”, “we”, “our”, or “us”) is committed to providing a high standard of customer service and handling complaints in a fair, timely, and transparent manner. This Complaints Handling Policy explains how complaints may be submitted, reviewed, and resolved.

2. Scope

This Policy applies to all current or prospective customers of Ernora Pay who wish to raise a concern, complaint, or dissatisfaction relating to any part of our services, including money remittance, foreign exchange, and payment processing activities.

3. Definitions

For the purposes of this Policy:

“Complaint” means any expression of dissatisfaction relating to a product, service, communication, employee, policy, or process, whether justified or not.

“Complainant” means the individual or entity submitting the complaint.

“Business Day” means any weekday in Canada other than a statutory holiday.

“Resolution” means the response, decision, or corrective action taken in relation to a complaint.

“FCAC” means the Financial Consumer Agency of Canada.

4. How to Submit a Complaint

A complaint may be submitted to Ernora Pay by email using the contact details below.

To help us investigate and respond efficiently, please provide:

  • your full name and contact details;
  • a clear description of the issue or concern;
  • any relevant account, payment, or transaction information;
  • the outcome or resolution you are seeking.

Complaints should be sent to:

Ernora Pay
7404 King George Blvd., Suite 200
Surrey, Canada
MSB number: M23468645
Email: support@ernorapay.com

5. Complaint Handling Process

5.1 Acknowledgement

We aim to acknowledge receipt of a complaint within 2 Business Days.

5.2 Review and Investigation

A designated member of our compliance, operations, or customer support team will review the complaint. Where necessary, we may contact you to request further information or clarification.

5.3 Resolution Timeline

We aim to resolve complaints within 10 Business Days. If additional time is required due to the complexity of the matter or the need for further investigation, we will inform you accordingly and provide an update on the status of the complaint.

5.4 Final Response

Once our review is complete, we will provide a written response setting out:

  • the outcome of the complaint review;
  • any action taken or proposed;
  • the reasons for our decision where the complaint is not upheld in whole or in part.

6. Escalation

If you are not satisfied with the outcome of your complaint, you may request escalation by contacting:

Chief Compliance Officer
Ernora Pay
Email: support@ernorapay.com

If you remain dissatisfied after escalation, you may contact the relevant external authority, where applicable, including:

Financial Consumer Agency of Canada (FCAC)
Phone: 1-866-461-3222

7. Record Keeping

Ernora Pay retains records of complaints and related correspondence for at least five (5) years, or for any longer period required under applicable law or regulatory obligations.

8. Confidentiality

Complaints are handled confidentially and shared only with those persons who need access to the information in order to review, investigate, or resolve the matter, in accordance with our Privacy Policy and applicable legal requirements.

9. Policy Review

This Policy is reviewed periodically and may be updated from time to time to reflect changes in law, regulation, operational practice, or service standards.