Complaints
Last updated: 31. August 2025
Last updated: 31. August 2025
Floin is committed to providing fair, transparent, and professional service to all clients. If you are dissatisfied with any aspect of our service, you have the right to file a complaint using the procedure outlined below.
To submit a complaint, please download the complaint form and send the completed version to our support team via email. The form must be signed and dated.
Download the form:
Submit your completed form to: [email protected]
Please include "Complaint Submission" in the subject line.
We currently accept complaints in English and German. Other languages may be supported upon request, depending on the case and internal capacity.
After we receive your complaint, you will receive an acknowledgment by email. Your case will then be reviewed by the relevant internal department. If further information is needed, we will contact you directly. You will receive a written response once the investigation is concluded.
Complaints can be submitted free of charge. For security reasons, we do not accept complaints via phone or messaging apps unless explicitly authorised.
This complaints handling procedure is implemented in accordance with Article 71 of Regulation (EU) 2023/1114 (MiCAR) and Delegated Regulation (EU) 2025/294, and is aligned with Floin’s internal standard IS17.