Complaints

If you’re not completely happy with our service, we’d like to hear about it — that way, we can do something to put it right.

At Swoop we do everything we can to make sure our customers get the best possible service. However, sometimes, we don’t get things right first time. When that happens, we always encourage you to tell us about your complaint, so that we can put matters right.

We want to:

• make it easy for you to tell us about your complaint
• give your complaint the attention it deserves
• resolve your complaint fairly without delay
• make sure you are satisfied with how your complaint was resolved.

How to complain

To make a complaint, you can:

• call us on +61279083807 (we are available from 9am to 5pm, Monday to Friday, though closed on all Australian public and bank holidays)
• email us at complaints.australia@swoopfunding.com
• write to us at: The Complaints Department, Swoop Finance Pty Ltd, Level 3, 99 York Street, Sydney NSW 2000, Australia (COVID-19 update: please note that there may be a delay in receiving your written complaint due to office closure during COVID-19 lockdown).

How long will it take?

You should receive acknowledgement that the complaint has been received within 24 hours (or one business day) of us receiving it, or as soon as practicable.

If your complaint relates to your experience of the website or the provision of information services, we will write to you within another five working days to tell you what we have done to resolve the problem, or to acknowledge your complaint and let you know when you can expect a full response. We will contact you regularly until your complaint has been resolved.

If your complaint relates to your experience of Swoop Finance as a credit broker we will immediately carry out an independent investigation of your complaint and we will aim to resolve most complaints at the first point of contact and within a short timeframe. You will receive a formal written response no later than 30 calendar days after the complaint was received.

Swoop are a member of AFCA and complainants also have the option to raise a complaint directly with AFCA, further details on how to exercise this right can be found here.