Planet Payment Inc. (Canada)

If you have a concern pertaining to Planet’s compliance with the Code of Conduct for the Payment Industry, you may contact us through a variety of channels:

• Toll-free number: 1-866-640-5906
• Email:  planetmscomplaints@weareplanet.com
• Mail: Planet Payment Client Services, Suite 200, New Castle, DE 19720

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

• A summary of your concerns;
• Details, such as the name of the person you were dealing with, the date the concern occurred, and the date you spoke to our representative;
• Copies of any supporting documentation (i.e., agreements, statements, correspondence)

We will provide a resolution within 20 days of receiving the merchant concern, along with:

• A summary of the concern;
• The final result of the investigation;
• Explanation of the proposed resolution; and
• Information on how to further escalate the dispute in the event of an unsatisfactory outcome, along with the appropriate form(s).

If we cannot provide a resolution within 20 days, you will be informed of the delay, reason for the delay, and the expected response time.

If you believe that our conduct is contrary to the Code and feel your concerns regarding our products or services have not been adequately addressed, you may report the issue to your acquirer, Peoples Trust Company, to file a Code of Conduct Complaint.

Peoples Trust Company complaint handling procedure is outlined here.

Nothing in the above process restricts you, a merchant from filing complaints directly with the FCAC at any stage of the complaint process. Although FCAC does not act as a complaint resolution body, FCAC may open an investigation to determine if the issues identified in a merchant complaint reflect a PCNO’s non-compliance with Code obligations. Further information on the FCAC and complaints is located here.  

Planet Merchant Services Limited (UK)

If you are a consumer, are based in England, Wales or Northern Ireland, and have a complaint about Planet Merchant Services Limited, you may contact us through a variety of channels:

• Toll-free number: +44 2035143808
• Email: planetmscomplaints@weareplanet.com
• Mail: 4th Floor, Illona Rose House, Manette Street, London, Middlesex. W1D 4AL.

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

• A summary of your concerns;
• Details, such as the name of the person you were dealing with, the date the concern occurred, and the date you spoke to our representative;
• Copies of any supporting documentation (i.e., agreements, statements, correspondence).

Upon contacting us, we will acknowledge receipt of your concern within 3 business days and open an investigation.

We will provide a resolution within 15 business days from the complaint reception date, along with:

• A summary of the concern;
• The final result of the investigation;
• Explanation of the proposed resolution; and
• Information on how to further escalate the dispute in the event of an unsatisfactory outcome, along with the appropriate form(s).

If we cannot provide a resolution within 15 business days, you will be informed of the delay, reason for the delay, and the expected response time.

Planet Merchant Services SAS (France)  

We aim to achieve the highest possible standards in the service we provide. If you are dissatisfied with the acquiring services provided by us, or feel you have suffered a loss as a result of our actions, you may contact us using the following means:

• Phone: +44203 5143808
• Email: planetmscomplaints@planetpayment.com
• Mail: Planet Merchant Services SAS, at 1 Terrasse Bellini, Puteaux, 92919 Paris La Défense Cedex, France.

You accept that we have not appointed any alternative dispute resolution entity or ombudsman to deal with disputes concerning the acquiring services by PMSS.

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

• A summary of your concerns;
• Details, such as the name of the person you were dealing with, the date the concern occurred, and the date you spoke to our representative;
• Copies of any supporting documentation (i.e., agreements, statements, correspondence).

Upon contacting us, we will acknowledge receipt of your concern within 10 days and open an investigation.

We will provide a resolution within 60 days of receiving the merchant concern, along with:

• A summary of the concern;
• The final result of the investigation;
• Explanation of the proposed resolution; and
• Information on how to further escalate the dispute in the event of an unsatisfactory outcome, along with the appropriate form(s).