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:
How to complain
To make a complaint, you can:
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 15 calendar days after the complaint was received.
Disclaimer: Swoop Funding LLC (“Swoop”) is a financial technology platform and commercial finance broker, not a lender. Swoop does not provide loans or make credit decisions. We match US-based firms with third-party lenders, equity funds, and grant agencies. All financing is subject to lender credit approval and the specific terms and conditions of the funding provider.
Broker Compensation Disclosure: Swoop provides its platform and matching services to applicants at no direct cost. We receive compensation in the form of a commission or referral fee from the finance providers in our network upon successful placement. This compensation may vary by provider and product. In certain instances, the commission paid to Swoop may influence the interest rate or terms offered by the lender, which can affect the total amount payable under your agreement.
Credit Authorization & FCRA Notice: By submitting an application or registering an account, you provide “written instructions” to Swoop under the Fair Credit Reporting Act (FCRA) to obtain your personal and/or business credit profile from consumer reporting agencies. This information is used solely to evaluate your eligibility for financing and to match you with appropriate lenders in our network.
State-Specific Disclosures:
Florida & Utah: Swoop complies with state commercial financing disclosure laws regarding the transparency of terms for non-real estate secured commercial transactions.
Entity Information: Swoop Funding LLC is a Delaware limited liability company. US Headquarters: 43 W 23rd St, New York, NY 10010, United States. Contact: hello@swoopfunding.com
General Terms: Applicants must be 18 years of age or older. All firms must be registered and operating within the United States. SBA loans are issued by private lenders and guaranteed by the U.S. Small Business Administration; Swoop is not a government agency. Please review our Terms of Use and Privacy Policy for full details.
If you have a complaint, please refer to our Complaints Policy.
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