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:

Compliance Department
Swift Group
Arcadia House, Warley Business Park
The Drive
Brentwood
Essex CM13 3BE
Telephone: 0845 072 9010
Email: complaints@swift.co.uk


Please provide us with your account number and full details of your complaint.

We will acknowledge your complaint within 5 workings days of receipt 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 can refer your complaint to the trade association or standards body that we are members of, or the Financial Ombudsman Service. We will confirm the appropriate route for your particular complaint.

It is important you give us the opportunity of addressing your concerns first before referring your complaint to our trade associations or the Ombudsman, as they will only consider your complaint after we have had the opportunity to sort out the matter under our internal complaints process.

If your complaint concerns Swift 1st Limited then you can complain to:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Telephone: 0845 080 1800
Financial Ombudsman

Note: You must refer your complaint to the Ombudsman within six months of the date of our final response.

You can also complain to the Financial Ombudsman Service if you think that Swift Advances plc was to blame for:

Any insurance you took out on or after 14 January 2005 or

Any loan we provided to you up to £25,000 where the issue you wish to complain about arose on or after 6 April 2007.

Before you consider contacting the Ombudsman, you may find it helpful to make use of the Finance and Leasing Association's (FLA) conciliation scheme to resolve your complaint (www.fla.org.uk, 020 7836 6511). We are a member of FLA and are bound by their Lending Code.

If you think Swift Advances plc was to blame for:

Any insurance you took out prior to 14 January 2005 or

Any loan we provided to you up to £25,000 where the issue you wish to complain about arose prior to 6 April 2007 or

Any unregulated loan we provided to you over £25,000.

Then you may also make use of the FLA conciliation scheme as detailed above.

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.

Swift Advances plc is an appointed representative for insurance mediation activities only of Swift 1st Limited which is authorised and regulated by the Financial
Services Authority. Swift Advances plc and Swift 1st Limited are both registered in England under company numbers 1800474 and 5020019 respectively.