RPS complaints: how to raise a complaint and what to expect

Important: RPS complaints only

This process is only for complaints about Remote Payment Services (RPS) for regulated payment activities in Canada and the EEA (for example: payment execution, fees, or handling of regulated payment services using our Payroll and Contractor Products).

If your complaint is not related to payments (for example: product features, benefits, payroll operations, support experience, or general feedback for our other products), do not use this process.

Please contact us first so we can review and resolve your concern.

This article explains how Remote Payment Services (RPS) handles complaints for our regulated payment services in Canada and EEA, what you can do, and the timelines you can expect.

Use this process if you’d like to formally submit a complaint about RPS — for example, issues with sending or receiving payments, fees, or how we handle a payment service linked to your Contractor Management or Payroll products for entities based in Canada or the EEA.

General product feedback, complaints outside these areas, or support-related questions aren’t covered by this process and should be directed through our regular support channels.

You can submit a complaint in any of the following ways:

• Form: Fill out the form to provide all the information we need to process your complaint accurately.
• Email: paymentsregulatory@remote.com

If you prefer to send an email, please include:

• Your company name and contact details
• A clear description of what happened and when
• Any relevant references, such as payment IDs or invoice numbers
• What outcome you're seeking

• Acknowledgement: We will confirm receipt within 1 business day
• Investigation: We will investigate fairly, thoroughly, and impartially, reviewing all relevant information
• Updates: We will keep you informed about progress and next steps
• Final response: We aim to send a final response within 15 business days of receiving your complaint. If your case is complex and we need more time, we will send a holding response explaining why and provide a new final deadline. In any case, you will receive a final response no later than 35 business days from receipt

• Upheld: We agree with your complaint and will explain the remedy, which may include fixing an error, reimbursement where applicable, or service improvements
• Not upheld: We explain the reasons, the evidence considered, and the policies applied
• Partially upheld: We explain what is upheld and the remedy, and what is not

If you disagree with our final response, you may have the right to escalate your complaint to the relevant authority or seek resolution through the courts.

• For our EEA entity (RPS Europe BV), escalation is to De Nederlandsche Bank (DNB).
• For Canada, escalation is to FINTRAC.

We keep a complete record of your complaint and our handling of it as required by regulation. We use complaint data to identify and fix underlying issues. Your data is handled according to our privacy and regulatory obligations

If you need help submitting a complaint or require reasonable accommodations, let us know. We will support you to ensure you can access the complaints process

Tip: For general support questions or account help that are not formal complaints, please contact our support team through the usual channels so we can assist you more quickly.

See also: Complaints Policy Webpage

Regulatory disclosure

Netherlands

Remote Payment Services Europe B.V. (Chamber of Commerce 93939647) is authorised by De Nederlandsche Bank N.V. (DNB) as an authorised payment institution. Stichting Derdengelden Remote Payment Services Europe is as escrow party related to Remote Payment Services Europe B.V. and in that matter supervised by De Nederlandsche Bank N.V.

Canada

Remote Payments Services Canada Inc. (incorporation number 1000793082) is a Money Service Business registered in Canada with FINTRAC (MSB registration number C100000301) and a registered Payment Service Provider with the Bank of Canada under the Retail Payments Activities Act.

United Kingdom

Remote Payments Services UK Ltd (company number 15690028) is authorised by the Financial Conduct Authority (FCA) under the Payment Service Regulations 2017 (firm reference number or “FRN”: 1023237) for the provision of payment services.