How can customers lodge a complaint?
Customers can lodge a complaint, free of charge, by:
Emailing our disputes team at [email protected], or
Completing our digital complaints form here.
Please include your name, contact details, account information, and as much detail as possible about your complaint, including any supporting documents.
You do not need to pay a fee or engage a lawyer to make a complaint.
How are complaints processed?
All complaints are routinely monitored by our team. Swapped's management, legal, and compliance teams will also be involved where necessary.
1. Acknowledgement We will acknowledge receipt of your complaint within 24 hours (or, if received outside business hours, by the end of the next business day).
2. Investigation Your complaint will be investigated internally. If we need further information to assess your complaint, we will contact you to request it.
3. Response We will provide you with a written response within 14 calendar days of receiving your complaint. This timeframe applies even if we are waiting on information from you, unless the delay in providing that information is the reason a response cannot be given.
In limited circumstances where we're unable to meet this timeframe (for example, the complaint is complex, or the delay is outside our control), we will write to you before the 30-day period ends to explain the reason for the delay, advise you of your right to escalate the complaint to the Australian Financial Complaints Authority (AFCA), and give you an updated timeframe for our response.
Our written response will set out:
the outcome of your complaint, and the reasons for that outcome;
if your complaint is rejected or only partially resolved in your favour, the reasons for that decision;
any remedy or actions we are offering or have taken; and
your right to take the complaint to AFCA if you are not satisfied with our response, along with AFCA's contact details (below).
If you're not satisfied with our response
If we can't resolve your complaint to your satisfaction, or if more than 30 days have passed since you lodged it, you have the right to refer your complaint to the Australian Financial Complaints Authority (AFCA), a free and independent external dispute resolution service.
Australian Financial Complaints Authority (AFCA)
Website: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678 (free call within Australia), 9:00am–5:00pm AEST/AEDT, weekdays
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Swapped is a member of AFCA, membership number 125380, in accordance with our obligations as an Australian Financial Services Licensee.