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 0203 514 3044 (we are available from 9am to 5pm, Monday to Friday, though closed on all UK public and bank holidays)
email us at complaints@swoopfunding.com
write to us at The Complaints Department, Swoop Finance Ltd, 18 Soho Square, W1D 3QL, London, UK (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?

We will immediately carry out an independent investigation of your complaint and will provide a written response within three business days.

If we cannot resolve your complaint within three business days then we will take the following steps depending on the nature of your complaint:

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 refer your complaint to our internal complaints resolution team who will investigate your complaint and communicate the outcome of the investigation to you.

If we are unable to resolve your complaint to your satisfaction within eight weeks from the date you first raised your complaint, or if you are dissatisfied with our response, you have the right to make a complaint directly to the Financial Ombudsman Service. In order to do this, you will need to be an eligible complainant as defined by the Financial Conduct Authority.

Contact details for the Financial Ombudsman Service are:

The Financial Ombudsman Service

Exchange Tower, Harbour Exchange

London E14 9SR

complaint.info@financial-ombudsman.org.uk

020 7964 1000 (switchboard)

+44 20 7964 1000 (for calls from outside the UK)

020 7964 1001 (main fax)

0800 023 4 567

Calls to this number are now free on mobile phones and landlines.

0300 123 9 123

Calls to this number cost no more than calls to 01 and 02 numbers.