If you would like to provide feedback or make a complaint about our services, you can contact us by:

• Completing our Feedback and Complaints Form; or
• Emailing us at complaints@britepayments.com.

Please provide as much information as possible so that we can investigate your concerns.

We will acknowledge your complaint and investigate the issues raised.

We aim to resolve complaints as quickly as possible. Where additional investigation is required, we will keep you informed of progress and provide a final response once our investigation is complete.

Complaint handling times will be managed in accordance with applicable regulatory requirements.

If you remain dissatisfied with our response, please let us know and explain why you remain dissatisfied.

We will review the concerns raised and determine whether any further investigation or review is appropriate.

We will keep you informed throughout the process and provide a final response once our review is complete.

If you remain dissatisfied after receiving our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS), depending on your eligibility and the nature of your complaint.

The Financial Ombudsman Service is an independent organisation that helps resolve disputes between financial services firms and their customers.

Details of your right to refer a complaint to the Financial Ombudsman Service, including any applicable time limits, will be provided in our final response where required.