If you have a complaint about Shakepay’s products and services, please let us know using our Customer Support chat and select the formal complaint option. To open a chat with us you can follow the steps below.

From our app:

Once you have signed in with your shaketag (username) and password, you can select:

Settings > Help > Support Chat and select the button, 'Formal Complaint'

From our website:

Sign in with your @shaketag (username) and password. Tap on the blue bubble on the bottom right to open the chat and select: the button ‘Formal Complaint’

If you can’t log into you Shakepay account, tap on the blue bubble on the bottom right to open the chat and select the button, ‘Formal Complaint'


Tell us:

  • What happened

  • When it happened

  • What you expect is needed to resolve the issue

Help us resolve your complaint sooner

  • Make your complaint as soon as possible.

  • Reply promptly if we ask you for more information.

  • Keep copies of all relevant documents.


We will acknowledge your complaint

You will receive an acknowledgement of receipt for your complaint. We may ask you to provide clarification or more information to help us resolve your complaint.

We will provide our decision

We normally provide our decision in writing within 90 days of receiving a complaint. Our decision will include:

  • A summary of the complaint

  • Results of Investigation

  • Final Decision of Complaint and Explanation

If Shakepay’s Decision is Delayed

Depending on the complexity of the issue, it may take longer to investigate a complaint. If our decision is delayed, we will:

  • Inform you of the delay

  • Explain why our decision is delayed

  • Give you a new date for our decision

At this point, residents outside of Quebec have the right to ask the Ombudsman for Banking Services and Investments (“OBSI”) for their independent dispute resolution services.


If You Are Not Satisfied With the Decision

If you are not satisfied with Shakepay’s decision, you may be eligible for OBSI’s independent dispute resolution services. Please note that OBSI must be notified within 180 days of receipt of Shakepay’s decision. For residents outside of Quebec, the independent dispute resolution services are provided by OBSI. Please note that OBSI must be notified within 180 days of receipt of Shakepay’s decision.

For residents of Quebec, if you are not satisfied with Shakepay’s written decision once received or the complaints process, you also have the right to independent dispute resolution services offered by the Autorité des marchés financiers (“AMF”).

Any dispute resolution services will be paid for by Shakepay.

OBSI

OBSI can be contacted at 1-888-451-4519 or by email at [email protected].

AMF

More information on the AMF’s assistance with complaints can be found here: https://lautorite.qc.ca/en/general-public/assistance-and-complaints/making-a-complaint

We are sorry that we did not meet your expectations, but we appreciate you taking the time to let us know through your complaint. Your feedback helps us learn and improve to better serve our customers like you!



Related Article:
How to contact the Shakepay support team?

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