Our commitment
We want to hear when something has gone wrong. Every complaint is recorded, investigated fairly and answered in writing. Making a complaint will not affect how we treat you.
Who this procedure covers
This procedure covers complaints about services provided by Crestline Technologies Ltd., which provides its services under the Lyria brand. If you are a customer of a business that uses Lyria, please contact that business first; it is usually best placed to resolve issues with your purchase. Merchants using LyriaPay should first use the support channels available in their LyriaPay account.
How to complain
Write to us at [email protected] or by post to Complaints, Crestline Technologies Ltd., 1100-1200 West 73rd Avenue, Vancouver, British Columbia V6P 6G5, Canada. Please include:
- your name, company and contact details;
- a clear description of the complaint and when it happened;
- any relevant references, such as transaction or account identifiers; and
- what you would like us to do to put things right.
Please do not send full card numbers or passwords by email.
What happens next
- Acknowledgement. We acknowledge your complaint within 5 business days and tell you who is handling it.
- Investigation. An employee who was not involved in the matter reviews it and may ask you for more information.
- Response. We aim to send a final written response within 30 calendar days. If we need longer, we will explain why and give you a new date.
- Escalation. If you are not satisfied, you can ask for the complaint to be reviewed by senior management, who will respond in writing.
External options
Depending on the nature of your complaint, you may also be able to refer it to an external body. Complaints about the handling of personal information can be made to the Office of the Privacy Commissioner of Canada or, where applicable, the Office of the Information and Privacy Commissioner for British Columbia. Complaints about a card transaction may also be raised with your card issuer.
Records
We keep records of complaints and how they were resolved, and review them regularly to improve our services.