Complaint Procedure
How to Make a Complaint
At Encompass-Pay, we aim to provide a reliable and professional service. However, we recognise that there may be occasions when we do not meet your expectations.
We want to hear from you when something goes wrong. Your feedback helps us investigate the issue, improve our services, and reduce the risk of the same problem happening again.
Make a Formal Complaint
You can submit a formal complaint by completing our online complaints form.
Submit a Formal ComplaintPlease provide as much information as possible, including:
- Your full name and contact details;
- Your Encompass-Pay account or transaction reference, where applicable;
- A clear description of your complaint;
- The date the issue occurred; and
- Any supporting documents or information.
What Happens After You Submit a Complaint?
We will acknowledge your complaint within 48 hours.
We will review the information provided and may contact you if we require further details. If the investigation takes longer than expected, we will let you know and provide updates on our progress.
When Will I Receive a Final Response?
We aim to provide a final written response within 30 working days of receiving your complaint.
If we are unable to complete our investigation within this period, we will contact you to explain the reason for the delay and provide an update on when you can expect our final response.
Contact Details
ERC Technologies Ltd.
Doing business as Encompass-Pay
300-1122 Mainland Street
Vancouver, British Columbia
V6B 5L1
Canada
Email: contact@encompass-pay.com