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Complaints procedure

Last updated August 5, 2026

We take complaints seriously. If something about our service hasn't met your expectations, this page tells you exactly how to raise it, who will handle it, and how long it will take.

1. Before you file

Most issues can be resolved by contacting our support team first. Email [email protected] with a description of the problem and any relevant transaction reference. We aim to respond within 1 Business Day.

If support doesn't resolve it or the issue is more serious, file a formal complaint using Step 2.

2. Filing a formal complaint

Send a written complaint to our Complaints Officer:

  • Email: [email protected]
  • Postal address: Complaints Officer, MX FINTECH INC., 44 Halstead Dr, Markham, ON L3R 7Z2, Canada

Please include:

  • Your full name and account / client email
  • Date the issue occurred
  • A clear description of the problem
  • Any relevant transaction references, screenshots, or supporting documents
  • The outcome you're seeking

3. What happens next

  1. Acknowledgement— we'll confirm receipt within 2 Business Days and give you a case reference number.
  2. Investigation — our Complaints Officer will review your case, request any additional information needed, and consult other teams (compliance, operations, engineering) as required.
  3. Response — we aim to provide a substantive written response within 30Business Days. If we need more time, we'll write to you explaining why and giving you a revised timeline.
  4. Resolution— the response will set out our findings, any remedial action, and how to escalate if you're not satisfied.

4. If you're not satisfied

If our final response doesn't resolve the issue, you can escalate to the regulator or external dispute-resolution body applicable to your jurisdiction and the specific service involved.MX FINTECH INC. is registered as a money services business with the Financial Transactions and Reports Analysis Centre of Canada (FinTRAC), registration no. M23664081. We will tell you in our final response which body is relevant to your case.

5. Confidentiality

We treat complaint information confidentially and use it only to investigate your complaint, meet regulatory reporting obligations, and improve our service. See our Privacy Policy for how we handle personal information.

6. Complaint records

We keep records of complaints for 7 years to comply with regulatory requirements and to help us identify recurring issues. Aggregate complaint statistics are reviewed by senior management at least quarterly.

7. Contact summary