What this policy covers
During our pre-launch period, this policy covers complaints and concerns about:
- the content or accuracy of this website;
- our correspondence or conduct;
- how we handled your personal information;
- anyone claiming to act for Soundy Pay Limited — see the impersonation section below.
Because we are not currently offering regulated money services to the public, there are no transaction or account complaints yet. Before any service launches, we will publish a fuller client complaint-handling process to sit alongside this one.
How to reach us
Soundy Pay Limited does not yet publish a public email address, telephone number, or contact form for complaints. Contact details will be published before any service becomes available.
Once published, complaining will cost nothing, and you will not need a lawyer.
What to include
To help us respond well, please include:
- your name, business (if relevant), and how to reach you;
- what happened, and when;
- copies of any relevant correspondence;
- what outcome you are looking for.
Send only what is needed — please do not include account numbers, identity documents, or other sensitive financial information.
What happens next
When we receive a complaint, we will:
- Acknowledge it — we confirm receipt in writing;
- Review it — where practicable, by someone not involved in the matter complained about;
- Respond in writing — we give a substantive answer as soon as practicable. If review takes longer, we explain why and provide a progress update;
- Fix what we got wrong — if the complaint is justified, we will say so plainly and correct it.
How we treat complainants
Our commitments are simple:
- we treat complainants with respect;
- raising a complaint will never be held against you in any future dealing with us;
- we keep a record of complaints and what we did about them, and we use them to improve;
- we handle any personal information in a complaint in line with our Privacy Policy.
Impersonation and suspected fraud
We are pre-launch: we are not onboarding clients, we do not ask for funds, and we have no sales agents. If anyone contacts you claiming to represent Soundy Pay Limited and asks you to send money, share banking details, or complete onboarding, treat it as fraud.
We do not yet publish a public email address, telephone number, or contact form to report it to directly. Please report attempted fraud to your local police and to the Canadian Anti-Fraud Centre.
If you are not satisfied
If our final answer does not resolve your concern, you keep every right you have under applicable law, and this policy takes none of them away.
- For privacy matters, you may contact the Office of the Privacy Commissioner of Canada or the Office of the Information and Privacy Commissioner for British Columbia.
- For other matters, you may pursue any remedy available to you in the courts of British Columbia.
When client services launch, our published client complaint-handling process will describe any further avenues that apply. This policy is effective July 23, 2026.
Questions about this document
Soundy Pay Limited does not yet publish a public email address, telephone number, or contact form. Contact details will be published before any service becomes available.