Complaints & disputes
How to raise a concern and what to expect from us.
Last updated: July 24, 2026
Our commitment
We take every complaint seriously. As a payment service provider registered in Canada, we maintain a clear, accessible process for handling complaints fairly and promptly.
How to file a complaint
You can submit a complaint at any time by email to complaints@caibo.ca, or by mail to our registered office.
To help us respond quickly, please include:
- Your name and the email associated with your account;
- A clear description of the issue, with dates and any relevant references;
- Copies of any supporting documents; and
- The outcome or resolution you are seeking.
What happens next
We will acknowledge your complaint within two (2) business days of receiving it.
A member of our team will review your complaint and may contact you for additional information.
Response timelines
We aim to provide a final written response within thirty (30) calendar days of receiving your complaint.
If we need more time to investigate, we will let you know before that period ends and give you an expected date for our final response.
If you are not satisfied
If you are not satisfied with our final response, you may escalate the matter to the applicable regulator.
For complaints about our conduct as a payment service provider, you may contact the Bank of Canada, which administers the Retail Payment Activities Act (RPAA). For privacy-related complaints, you may contact the Office of the Privacy Commissioner of Canada.
Contact
Complaints: complaints@caibo.ca.
Caibo Inc., 18 King Street East, Suite 1400, Toronto, Ontario M5C 1C4, Canada.