Complaints Policy.

Our commitment to you

Swift Money Limited is committed to providing a high standard of service. Your views are important to us. If we do not deliver the service you should expect, or if we make a mistake, we want to hear about it. We will investigate every complaint thoroughly. We will try to resolve the problem as quickly and fairly as possible.

This complaints policy sets out the steps you can take to raise a concern with us. It also explains what you can expect from us in return. We follow the complaint-handling standards set out in the FCA Dispute Resolution (DISP) Sourcebook.

Step 1: Contact us

Please get in touch as soon as you can so we can start investigating. When you contact us, please have the following information ready:

• Your full name, address, telephone number
• Details of any previous correspondence you have had with us
• A clear description of your problem or complaint
• What outcome you would like from the complaint

We will try to resolve your concern immediately if we can. If the complaint needs more investigation, we will take full details from you and arrange for the matter to be looked into properly.

How to reach us

In writing:
Swift Money Limited
1 to 3 The Courtyard
Chorley New Road
Bolton
BL1 4DH

By phone: 0800 567 7444. Calls to this number are free from mobile phones and landlines.

By email: complaints@swiftmoney.com

Through our website: visit our contact page and select "Complaints" from the subject dropdown.

Step 2: Our investigation

Once we have received your complaint we will acknowledge it promptly. We will keep you informed while we investigate.

We will try to resolve your complaint straight away. If the complaint requires a more in-depth investigation, we aim to provide our final response within four weeks. If for any reason this is not possible, we will contact you to explain why. We will tell you how much longer our investigation is likely to take.

In line with FCA rules, we are required to issue our final response within eight weeks of receiving your complaint. If we are unable to do so, we will write to you explaining why, telling you when you can expect a response.

Step 3: Financial Ombudsman Service

We hope you never need to take this step. However, if you are unhappy with the way we have handled your complaint, or if eight weeks have passed without a final response from us, you may have the right to refer your case to the Financial Ombudsman Service.

The Financial Ombudsman Service is free, impartial. It can consider complaints about most regulated financial firms. Their decisions are binding on us, but not on you. You can still take your complaint to court if you prefer.

How to contact the Financial Ombudsman Service

In writing:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

By phone: 0800 023 4567. Calls to this number are free from mobile phones and landlines. Alternative number: 0300 123 9 123, which costs no more than calls to 01 and 02 numbers.

By email: complaint.info@financial-ombudsman.org.uk

Online: financial-ombudsman.org.uk

Our complaint-handling timeframes

We take your complaint seriously. We commit to the following timeframes:

• Within three working days: we acknowledge your complaint in writing
• Within four weeks: we aim to issue our final response
• Within eight weeks: we will issue a final response, or write to you explaining why we need more time

These timeframes meet the FCA's regulatory requirements for firms handling complaints about financial services.

What to include in your complaint

To help us investigate and respond as quickly as possible, please include as much detail as you can when you contact us. Helpful information to share:

• Your full name, current address
• A contact phone number or email address
• A clear description of what went wrong
• When the issue occurred
• Any reference numbers for previous correspondence
• Copies of any relevant documents (emails, letters, screenshots)
• What outcome you would like to see

Where you do not have all of this information, please still get in touch. We can work with you to gather what we need.

Complaints about a lender

Swift Money is a credit broker, not a lender. If your complaint is about the terms of a loan, the conduct of a lender, how a lender has handled your account, or anything relating to the lending agreement itself, you should first raise the matter directly with that lender. Each lender must have its own complaints procedure.

If you are unsure who to contact or you need help, please get in touch with us. We can point you towards the right lender. If the complaint relates to the broker service we provide, we will investigate it ourselves.