Complaints & Resolution
At PAIVA, your trust is our highest priority. We are committed to resolving any issues with transparency, speed, and institutional-grade professionalism.
Our Resolution Process
SUBMISSION
Formal Complaint Lodged
Submit your concerns through our secure portal, email, or telephone. Provide all relevant transaction IDs and documentation for expedited review.
ACKNOWLEDGMENT
Confirmation & Case Assignment
Within 24 business hours, you will receive a unique case reference number and a dedicated compliance officer will be assigned to your file.
INVESTIGATION
Detailed Internal Audit
Our legal and compliance teams perform a thorough review of the system logs, ledger entries, and communication records related to your case.
RESOLUTION
Final Determination
A comprehensive written response will be issued. Most cases are resolved within 15 business days, in compliance with regulatory standards.
Submit a Complaint
Please fill in the details below. Our compliance team will review your submission immediately.
Alternatively, contact us via:
Regulatory Disclosure
PAIVA is a registered Money Services Business (MSB) regulated by FINTRAC. Our complaint handling procedures are designed to meet or exceed the requirements set forth in the Proceeds of Crime (Money Laundering) and Terrorist Financing Act.
If your complaint is not resolved to your satisfaction within 90 days, you have the right to escalate your concern to the Ombudsman for Banking Services and Investments (OBSI) or the relevant regional regulatory authority.