Complaints Handling Procedure

Draft for review. This document is an internal working template prepared to support commercial onboarding and institutional due diligence. It does not constitute legal advice and must be reviewed and approved by FLOWA PAY INC.'s legal and compliance functions before it is relied upon. 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.