Complaints Handling Procedure

This document sets out FLOWA PAY INC.'s policy position and control objectives, published for transparency and to support institutional due diligence. It is reviewed periodically and does not constitute legal advice. FLOWA PAY INC. makes no representation that it holds any licence, authorisation or certification except the FINTRAC Money Services Business registration expressly stated in the Regulatory Disclosures.

This procedure explains how customers can raise complaints with FLOWA PAY INC. and how we handle them fairly and promptly.

Complaints can be submitted to hello@flowapay.co with relevant details. We acknowledge complaints and provide a point of contact.

We investigate complaints objectively, keep the complainant informed of progress, and aim to resolve them within a reasonable timeframe, providing a final response with our findings and any remediation.

Complaints and their outcomes are recorded and reviewed to identify and address any systemic issues, in line with our Record Keeping Policy.