Complaints Policy

This document is intended to explain how you can make a comment or raise a complaint against any aspect of CANI Support service.

CANI Support is the trading name of CANI Ltd, which is registered money transmission business –certificate number 10000245. MasterCard and MasterCard Brand Mark are registered trademarks of MasterCard International Incorporated. VisaCard and VisaCard Brand Mark are registered trademarks of VisaCard International Incorporated.

We are fully authorized by the Government of the Bahamas as it is policy of CANI Support to provide all its customers with the best service in every occasion. However sometimes we may not exceed a customer expectation.

In case you want to make a complaint related to an aspect of the service that CANI Support has provided to you, we would like to hear your point of view. This can be done by contacting our Customer Service by email, by post or by phone. Your comments are really important for us as they help us to improve our service and products.

Our Customer Service will collect your complaint and closely work with you in order to solve the issue as soon as possible.

CANI Support has in place an internal complaints procedure, constantly reviewed, that allow our Customer Service to address every complaint in the best efficient way.

If you wish to receive a copy of our Complaints Handling Procedure, please contact our Compliance Team

Information we ask you

When you contact our Customer Service to make a complaint, you will be required to provide as much information as possible, in order to help us investigating the matter and find a quick solution. Here is a list of generic information you will be asked by our Customer Service:

  • Your personal information such as name, address, CANI Support account number, your email address and a telephone number where we can reach you
  • Detailed description of your complaint
  • Useful and relevant documents linked to your complaint
  • Your expectations with regard to the complaint


CANI Support actions

Some complaints require additional investigations or actions and cannot be immediately solved. In case you made a complaint but you have not been immediately contacted by us we will send an email by five working days from the date we received your complaint where we acknowledge that we receive the complaint and that this has been passed to our Compliance Team for investigation. In the email we will explain you how CANI Support handles your complaint and we will indicate the right contact details you can use if you wish to discuss the complaint.

CANI Support aims to solve all complaints by eight weeks from the date the complaint is received however, in case this is not possible, we will keep you informed during our investigation of the progress made, reason why the complaint investigation is taking longer and a provision on when we expect to solve your complaint.

How to contact CANI Support

If you have any questions please contact our Customer Service team using the following details:

  • By e-mail:
  • By phone: 242 422-5672
  • By letter: CANI Support, PO Box N-9380 Nassau, The Bahamas

If you want to make a complaint, you may do so using the following details: