Last Updated: August 24, 2026
How to raise a complaint with Brisk Pay and how we will handle it.
Brisk Pay is committed to providing a high standard of service and treating customers fairly. If something goes wrong or you are dissatisfied with a service we have provided, we want to know about it.
We aim to consider complaints fairly, investigate them appropriately and provide a clear response.
A complaint is an expression of dissatisfaction relating to Brisk Pay, our services, a transaction, an account, or the way we have handled a matter.
This may include concerns relating to:
Payments or transactions
Account access or restrictions
Fees or charges
Customer service
Delays in providing a service
Information provided by Brisk Pay
Privacy or handling of personal information
Other aspects of your experience with Brisk Pay
A general question or request for information may not initially be treated as a formal complaint. However, if you tell us that you are dissatisfied with how a matter has been handled, we will consider it accordingly.
You can submit a complaint by email to:
Please include enough information to allow us to understand and investigate your concern.
Where relevant, this may include:
Your full name or business name
Contact information
Relevant account or transaction reference
Date of the transaction or event
A clear description of what happened
What you believe went wrong
Any supporting documents or correspondence
How you would like the matter to be resolved
For security reasons, please do not send passwords, PINs or other account-access credentials by email.
We may request additional information if it is reasonably necessary to investigate your complaint or confirm your identity.
When we receive a complaint, Brisk Pay will take reasonable steps to:
Review the issue raised
Consider relevant records and information
Request additional information where necessary
Investigate the circumstances fairly
Keep appropriate records of the complaint
Provide a response explaining the outcome
Complaints will be handled objectively and with appropriate regard to customer confidentiality and applicable privacy requirements.
We aim to acknowledge and address complaints as promptly as reasonably possible.
Some matters can be resolved quickly, while others may require additional investigation, information from third-party financial institutions or service providers, or review by our compliance or operational teams.
Where a complaint requires additional time, we will seek to keep you appropriately informed about its progress.
Any response times required by applicable law or regulation will apply where relevant.
Once we have completed our review, we will provide an appropriate response setting out the outcome of the complaint.
Where relevant, our response may explain:
What we reviewed
Our findings
Any action already taken
Any further action we intend to take
Whether additional information is required
Any relevant next steps available to you
Where we identify an error or service issue, we will consider appropriate corrective action based on the circumstances.
There may be situations where Brisk Pay is legally or contractually restricted from providing certain information, particularly in relation to financial crime, regulatory reporting, security investigations or confidential third-party information.
Some Brisk Pay services may involve banks, payment providers, financial institutions or other third-party service partners.
Where a complaint concerns a service provided partly by a third party, Brisk Pay may need to contact or work with that provider to investigate the matter.
In some circumstances, you may also be directed to the relevant provider if it is responsible for resolving the particular issue.
Brisk Pay will seek to explain the appropriate next step where this applies.
If you remain dissatisfied after receiving Brisk Pay’s response, you may ask us to review whether there is any additional information or relevant issue that should be considered.
Depending on the nature of your complaint and the laws applicable to you, you may also have the option of contacting an appropriate:
Federal or provincial consumer protection authority
Privacy regulator, for privacy-related complaints
Court or other dispute-resolution body
Other competent authority with jurisdiction over the matter
The appropriate external route will depend on the nature of your complaint and your jurisdiction.
FINTRAC does not act as a consumer dispute-resolution service and cannot assist customers with recovering or accessing funds from a Money Services Business.
Similarly, the Bank of Canada does not resolve individual disputes between payment service providers and their customers under its retail payments supervision mandate.
Where appropriate, we may provide information about an external authority that may be relevant to your particular concern.
Personal information submitted as part of a complaint will be handled in accordance with Brisk Pay’s Privacy Policy and applicable privacy laws.
We may share information with relevant employees, professional advisers, service providers, financial institutions or authorities where reasonably necessary to investigate or resolve a complaint or where required or permitted by law.
To submit a complaint or raise a concern, please contact:
Brisk Pay
22420 Dewdney Trunk Road, Suite 300
Maple Ridge, BC V2X 3J5
Canada
Email: support@briskpay.ca
Please use Complaint in the subject line where possible to help us direct your message appropriately.
