Complaint Policy

Our Commitment: At Brighty, we strive to provide exceptional service to all our users, but we understand that sometimes things can go wrong. We value your feedback and take every complaint seriously, viewing it as an opportunity to put things right and improve our services. This Complaint Policy explains how you can raise a complaint and how we handle it fairly and promptly.

Complaint Policy

At Brighty.app, we are committed to providing exceptional service to all our users. We understand that sometimes issues may arise, and we value your feedback. This Complaint Policy outlines our approach to handling complaints effectively and fairly.

General terms

Brighty Digital UAB, a Lithuanian Company with registration number 306099818, having its registered address at Vilnius, Konstitucijos pr. 21. and its affiliates (the “Company” “We” “Us” “Our”).

• Customer, You - a natural or legal person to whom the Company provides financial services
• Consumer - a natural person who contracts with Us for purposes other than business, trade or professional (for personal, family or household needs)
• Complaint – a written request from You stating that Your rights or legitimate interests have been violated in relation to the services provided by Us and requesting to satisfy Your requirements
• Response - a written reply regarding the questions/requirements raised by You

You must submit the complaint within 3 (three) months from the date when you became or should have become aware about the violation of your rights and/or interests protected by the law. Your complaint must be made in writing in English or Lithuanian language.

Purpose

• Provide a clear and transparent process for users to submit complaints.
• Ensure complaints are handled promptly, fairly, and with respect.
• Identify opportunities for improvement based on user feedback.

How to Submit a Complaint

You can submit a complaint to us in writing (in either English or Lithuanian) through any of the following channels:

• Email: Send your complaint to support@brighty.app
• Mail: You can mail a written complaint (or a completed complaint form) to our registered address: Brighty Digital UAB, Konstitucijos pr. 21, 09306 Vilnius, Lithuania

When submitting your complaint, please include the following details to help us assist you efficiently:

• Your Name – and preferably the email or phone number linked to your Brighty account.
• Issue Description – a clear description of the problem or dissatisfaction, including relevant dates or transaction details.
• When It Occurred – the date or period when the issue or problem first arose.
• Desired Outcome – how you would like us to resolve the matter or what you are seeking (e.g. a solution, clarification, etc.).

Note: We encourage you to raise your complaint as soon as possible (ideally within 3 months of noticing the issue. This ensures we can address it promptly and preserves your ability to seek further recourse if needed. All complaints are handled free of charge to you.

Our Complaint Handling Process

1. Acknowledgement (within 2 Business Days): Once we receive your complaint, we will send you an acknowledgment within 2 business days (usually within 48 hours during working days). This confirmation will let you know we’ve received your complaint and will outline the next steps. We’ll also inform you of the expected timeline for resolution in this acknowledgement.

2. Investigation and Communication: Our team will then thoroughly investigate the issue you raised. We may review account records, transaction details, or any relevant communications to understand what happened. If we need more information from you to proceed, we will reach out promptly via your preferred contact method. Throughout the process, we aim to maintain open communication and may provide updates on the status of your complaint, especially if the investigation is taking longer than expected.

3. Resolution and Response: We strive to resolve all complaints as quickly as possible. In most cases, you will receive a final response with the outcome of your complaint within 15 business days from the date we received it. This response will address your concerns and explain any decisions or actions we will take. If, due to exceptional circumstances beyond our control, we cannot provide a full answer within 15 business days, we will inform you of the delay and the reason. In such cases, we will send you a final response no later than 35 business days after receiving your complaint. Our final response will be provided in the same language that your complaint was submitted in (English or Lithuanian).

Escalation and External Dispute Resolution

We are confident in our process, but if you feel that your complaint has not been resolved to your satisfaction, you have additional options:

• Internal Escalation: If you are unhappy with the initial outcome, you may request an escalation. Your complaint will then be reviewed afresh by a senior staff member or management team for further investigation. We will inform you of the findings of this secondary review as soon as possible.
• Bank of Lithuania (Out-of-Court Dispute Resolution): Brighty Digital UAB is a financial services provider in Lithuania, and the Bank of Lithuania offers an independent out-of-court dispute resolution service for consumers. If you remain dissatisfied with our final response, or if we fail to send you a final answer within the above timeframe, you have the right to refer your complaint to the Bank of Lithuania for review. You should do this within 1 year of your original complaint to us. (Note: To be eligible for this external review, you must first have raised your complaint with us, and ideally within 3 months of becoming aware of the issue.) The Bank of Lithuania’s dispute resolution process is free of charge and impartially examines whether the financial service provider acted in compliance with legal requirements. You can submit a complaint to the Bank of Lithuania by filling out their consumer complaint form online or by sending a written application by post. For more information on this process, please visit the Bank of Lithuania’s official website.
• European Online Dispute Resolution (ODR) Platform: As an alternative, especially if you are an EU consumer, you may also submit your complaint through the European Commission’s Online Dispute Resolution (ODR)platform. The ODR platform allows consumers to file a complaint online and will route it to the appropriate national dispute resolution body. You can access the ODR platform at ec.europa.eu/consumers/odr and follow the instructions there to lodge your complaint. Using the ODR platform does not waive your right to seek other remedies; it is an additional channel to facilitate dispute resolution across EU member states.

Final Notes

We are committed to addressing all complaints promptly, fairly, and professionally. Your trust is important to us, and we appreciate your feedback – every complaint is an opportunity for us to improve our services and prevent issues in the future. If you have any questions about this Complaint Policy or need further assistance, please feel free to contact us. We are here to help and ensure your experience with Brighty remains positive.