Products and support

Complaints

Last updated

Direct answer

Submit a complaint to support@flowcrypto.co.nz or through the authenticated support form, clearly marking it as a complaint.

Include the account email, relevant order reference, what happened, the outcome you seek and supporting evidence so it can be investigated.

Submit a complaint, permalink

  1. 1Use the email on your Flow Crypto account or sign in to submit a support ticket.
  2. 2Put Complaint and a concise issue description in the subject.
  3. 3Give a dated sequence of events and the relevant order, payment or transaction references.
  4. 4State the outcome you want and attach only relevant evidence.

Internal review, permalink

Flow Crypto will acknowledge the complaint within a reasonable time and investigate it as soon as practicable. Support may ask for more information or verify identity before discussing account or transaction details.

Keep replies in the same ticket or email thread. This preserves the timeline and avoids duplicate investigations.

External escalation, permalink

Ask Flow Crypto for the current external dispute-resolution details that apply to eligible complainants and independently confirm them on the Financial Service Providers Register before making a referral.

This article does not name a scheme or publish contact details that could become stale; the public register and the scheme's own directory are the sources to verify at the time of escalation.

Note: Registration on the FSPR does not itself mean that a provider is licensed or regulated by the Financial Markets Authority.