Feedback and Complaints
Help us improve Brite
Submitting feedback and compliants
How do I submit feedback or a complaint about Brite’s services?
If you have feedback for the Brite team or are dissatisfied and wish to file a complaint about our services, please complete our Feedback and Complaints Form.
How does Brite handle complaints?
We will confirm receipt of your complaint in writing. We aim to handle your case as soon as possible. In more complicated cases, a more in-depth investigation may be needed, which could take longer. In such cases, we will keep you updated until we can provide a final response.
Most complaint cases are responded to within two weeks. In exceptional cases, it can take more than 2 weeks but no more than 35 days.
How do I escalate a complaint to Brite’s Complaints Manager?
If you feel that our initial response did not address your complaint, you have the right to escalate your complaint to Brite’s Complaints Manager for reconsideration.
What happens when you escalate your complaint?
The Complaints Manager will carefully review your complaint anew. They will decide if Brite’s previous decision should be maintained or if we need to address your complaint in another way.
How do I contact Brite’s Complaints Manager?
- Email to the Complaints Manager directly at complaints@britepayments.com; or
- Sending a request to our Support team that you wish the complaint to be escalated to the Complaints Manager.
If you aren’t satisfied with our response to your complaint, you can seek dispute resolution through the competent court or by contacting the Swedish National Board for Consumer Disputes (ARN) (Address: Box 174, 101 23 Stockholm) or an applicable local alternative dispute resolution body for resolution out of court.
You may also seek free advice from the Swedish Consumers’ Banking & Finance Bureau (Konsumenterans Bank- och finansbyrå), which provides independent information and guidance on financial services. If you are a Swedish consumer, you can also seek advice from your municipality’s consumer guidance.
If you live in the EU, Norway or Iceland, you can also contact the European Consumer Centre (ECC) in your country, which can respond to your query in your own language and advise on possible ways to proceed with your complaint.
Further information on your consumer rights for dispute resolution is available on this EU website http://consumer-redress.ec.europa.eu/index_en