Bolster’s Complaint Handling Process

At Bolster we are committed to providing transparent, fair, and timely resolution of merchant complaints in accordance with the Code of Conduct for the Credit and Debit Card Industry in Canada.

How to Submit a Complaint

You can contact us with your complaint: Email: nadia@bolsterbuilt.com

Please include your your contact details, and a clear description of your concern.

Our Process

• Acknowledgement – We will confirm receipt of your complaint within 5 business days.
• Investigation – We will carefully review your concern and provide a written response within 90 days. This will either:
  - Offer a resolution, or
  Explain why we are unable to resolve the matter in your favour.
• Final Decision – Our written decision will include:
  - A summary of your complaint
  - The results of our investigation
  - An explanation of our decision
  - Information on how you can escalate the complaint further if you are not satisfied
  
• Delays – If we are unable to respond within 90 days, we will notify you in writing of the reason for the delay and provide a new expected timeline.

Escalation Options

If you are not satisfied with our final response, you may escalate your complaint to:
Financial Consumer Agency of Canada (FCAC)
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario K1R 1B9
Toll-free: 1-866-461-3222
Website: www.fcac-acfc.gc.ca