The Swift Group is committed to providing you with the best service possible. However, there may be occasions when things go wrong and our service falls short of your expectations. In such cases, please let us know straight away so we can try to put things right.
Please raise your concerns with:
Complaints Resolution Team
Arcadia House, Warley Business Park
Essex CM13 3BE
Telephone: 01277 359710
Please provide us with your account number and full details of your complaint.
Swift may attempt to contact you by telephone in order to discuss and try to resolve your complaint. Please provide a valid telephone number to enable us to do this. If we are unable to resolve your complaint straight away, we will promptly acknowledge receipt of your complaint and endeavour to provide you with a full written response within 4 weeks. If we are unable to meet this timescale, we will explain why our investigation is ongoing.
These timescales should allow us to fully investigate and respond to your concerns. However, we will do our best to respond more quickly whenever possible.
If, after 8 weeks, we are not in a position to issue a full response to your complaint, we will confirm this, together with the timescale within which you can expect a final response. At this stage, if you are dissatisfied with the delay or we have not been able to sort out your complaint to your satisfaction, you may be entitled to refer your complaint to the Financial Ombudsman Service. We will confirm whether you have the right of referral to the Financial Ombudsman Service when we write to you.
It is important you give us the opportunity of addressing your concerns first before referring your complaint to the Financial Services Ombudsman. They will only be able to consider your complaint after you have either received our final response or eight weeks have elapsed since your complaint was received, whichever is the earlier.
Should you wish to refer our response to your complaint please contact:
The Financial Ombudsman Service
London E14 9SR
Telephone: 0300 123 9 123
Note: You must refer your complaint to the Ombudsman within six months of the date of our final response.
Finally, whilst we hope you do not need to resort to our complaints process, if you do, we will deal with your complaint as quickly and fairly as possible.
For a copy of our complaints procedure please Click here
Swift 1st Limited is authorised and regulated by the Financial Conduct Authority.
Swift 1st Limited administers its own regulated mortgage contracts and those of Swift Advances plc on its behalf.
Swift Advances plc and Swift 1st Limited are both registered in England under company numbers 1800474 and 5020019 respectively.