Complaints
If something has gone wrong, tell us. This page explains how to complain, what we do with your complaint and how long it takes. You lose no rights by using it.
1. How to complain
Write to office@banso.solutions with the subject "Complaint", or by post to BANSO SOLUTIONS LTD., 1975 McCallum Road, Unit 115, Abbotsford, British Columbia, V2S 3N3. Please include:
- your name and, for a business, the company name;
- the reference of the operation concerned, if there is one;
- what happened, with dates, and any documents that help;
- what you would like us to do.
2. What we do next
- We confirm receipt within two business days.
- Your complaint is examined by someone who was not involved in the operation, wherever our size allows.
- We answer in writing within 30 days with our decision and the reasons for it. If we need more time, we tell you why and when you will hear from us.
- If we were wrong, we put it right: a correction, a refund of our fee, or the remedy the situation calls for.
3. If you disagree with our answer
Ask for a review by our Compliance Officer, in writing, within 30 days of our answer. The Compliance Officer looks at the file afresh and replies within a further 30 days. That reply is our final position.
4. Beyond us
- For complaints about personal information: the Office of the Privacy Commissioner of Canada or the Office of the Information and Privacy Commissioner for British Columbia.
- For concerns about a money services business and the law it must follow: FINTRAC. FINTRAC does not resolve individual disputes.
- For consumer matters in British Columbia: Consumer Protection BC.
There is currently no ombudsman for money services businesses in Canada. Whatever the outcome of our procedure, you keep your right to bring a claim before the courts of British Columbia.
5. Our record
We log every complaint, its outcome and what we changed as a result, and we keep that record for five years. Complaints are reviewed as part of our compliance program.