Effective date: 01.07.2026
1519822 B.C. LTD, trading as FluxRemit ("Company"), is committed to handling customer concerns fairly, transparently, and within a reasonable timeframe.
1. What Is a Complaint
A complaint is any expression of dissatisfaction with our services, communications, or decisions where a response or resolution is expected. It does not include routine requests for information.
2. How to Submit a Complaint
Complaints should be submitted in writing to operation@flux-remit.com, including your name, contact details, a description of the issue, and any relevant transaction reference.
3. Acknowledgement and Investigation
We will acknowledge receipt of your complaint within a reasonable timeframe and assign it to an appropriately authorised member of staff for investigation. We may consult internal departments, banking or payment partners, or compliance personnel as part of the investigation.
4. Response Timeframe
We aim to provide a final response within thirty (30) calendar days of receiving all information necessary to complete our investigation. Where a matter is more complex, we will inform you of the expected timeframe.
5. Regulatory and Compliance Matters
Where a complaint relates to a matter subject to legal or regulatory restriction, such as an ongoing compliance review, we may not be able to disclose specific details of our investigation. This does not mean the matter has not been reviewed.
6. If You Are Not Satisfied
If you remain dissatisfied after receiving our final response, you may raise regulatory concerns about our conduct as a registered Money Services Business with FINTRAC, noting that FINTRAC does not adjudicate individual customer complaints or award compensation. You may also seek independent legal advice regarding your options.
7. Record Keeping
We maintain records of complaints and their resolution in accordance with our legal and regulatory obligations, and use complaint trends to improve our services.
Contact
Compliance Department, 1519822 B.C. LTD, trading as FluxRemit.
Email: operation@flux-remit.com
Address: 1771 Robson Street, Vancouver, BC V6G 3B7, Canada
