How can customers lodge a complaint?
Customers can lodge complaints, free of charge, either via:
Our digital complaints form (here)
Sending a physical letter detailing their complaint to Rosbjergvej 22A, 8220 Brabrand, Denmark (template here)
How are complaints processed?
Complaints form
Customers are automatically sent a copy of their complaint form entry after lodging a complaint via our digital form. The customer is also informed that they’ll receive an update via email within 30 days of their complaint being lodged.
All responses to our complaints form will be forwarded to [email protected] which will be routinely checked by our Head of Support. Swapped’s management and legal team will also be involved in this process if necessary.
Once a complaint has been received, this will be investigated internally and a response will be provided to the customer within 30 days.
If further details are required to investigate the complaint, we will contact the customer via email to request the required details to help us process the complaint.
If a final decision on the complaint can be reached based on all the provided details, this will be detailed in an email response provided to the customer.
If a final resolution cannot be found that both parties are satisfied with, the complaint will be referred to the Ombudsman or Danish Financial Complaint Board for an independent review.
Physical letter
Complaint letters we receive will be forwarded internally to our Head of Support. Swapped’s management and legal team will also be involved in this process if necessary.
Once a complaint has been received, this will be investigated internally and a response will be provided to the customer within 30 days.
If further details are required to investigate the complaint, we will either respond to the customer via provided details within their letter, such as an email address, or reply with a physical letter to the sender's address to request the required details to help us process the complaint.
If a final decision on the complaint can be reached based on all the provided details, this will be detailed in a response to the customer via provided details within their letter, such as an email address, or a reply with a physical letter to the sender’s address.
If a final resolution cannot be found that both parties are satisfied with, the complaint will be referred to the Ombudsman or Danish Financial Complaint Board for an independent review.