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 +1 (202) 804-9308 (we are available from 9am to 5pm, Monday to Friday, though closed on all US public holidays)
  • email us at complaints.us@swoopfunding.com
  • write to us at: The Complaints Department, Swoop Funding LLC, 8 The Green, Dover, DE 19901.

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.

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Disclaimer: Swoop Finance Ltd (Swoop) helps US firms access business finance, working directly with businesses and their trusted advisors. We are a credit broker and do not provide loans or other finance products ourselves. All finance and quotes are subject to status and income. Applicants must be aged 18 and over and terms and conditions apply. Guarantees and Indemnities may be required. Swoop can introduce applicants to a number of providers based on the applicants’ circumstances and creditworthiness. Swoop may receive a commission or finder’s fee for effecting such introductions. If you feel you have a complaint, please read our complaints section highlighted above and also contained within our terms and conditions.
How Swoop makes money: In order to provide services free of charge, Swoop generates revenue through commission from companies featured on our platform. The commission we receive does not impact the cost of the product, service, or policy, and your payments remain unaffected by our commission structure.

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