1. Purpose
This Policy establishes a clear, transparent, and fair process for resolving disputes related to our services, including but not limited to transaction errors, refund requests, fee charges, and service quality.
2. Our Regulatory Commitment
GREMBIS LIMITED Corporation No:1345006-6, 25 Peter Street, Suite 33, Toronto ON M5V 2H1, Canada, BN number 769773003RC0001 is a federally registered Money Services Business (MSB) in Canada and is committed to the principles of consumer protection outlined by the Financial Consumer Agency of Canada (FCAC).
3. Step 1: File a Formal Complaint
How to File: All complaints must be submitted in writing via our official channel: email to aml@grembispay.com.
Required Information: Your full name, contact details, the date and amount of the disputed transaction, its unique reference ID, a clear description of the issue, and any supporting documents.
Timeframe: Complaints must be filed within 90 days of the date the dispute arose.
4. Step 2: Internal Review & Investigation
Acknowledgment: We will acknowledge receipt of your complaint within 2 business days.
Process: Your complaint will be assigned to a compliance officer for investigation. We may request additional information from you.
Final Response: We will provide a written final decision, with reasons, within 30 calendar days of receiving all necessary information. In complex cases, we will notify you of any delay and provide a new timeline.
5. Important Information
Submitting a complaint does not affect your right to escalate the matter to OBSI or a regulator within their prescribed time limits.
There is no cost to you for using our internal complaint process.
All complaint information will be handled confidentially in accordance with our Privacy Policy and our legal obligations.
This Policy does not deprive you of your right to pursue legal action in a court of competent jurisdiction.