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Complaints

If something went wrong.

Honest path for raising a complaint with SwiftSend, what we'll do, and how to escalate if you're not satisfied.

Last updated: May 2026

How to raise a complaint

Email: hello@swiftsend.world with the subject "Complaint".

Or use the contact form and select "General enquiry" — we'll route it to the right person.

Please include: your name, contact details, a clear description of what happened, when it happened, and what outcome you'd like.

What we'll do

  • We'll acknowledge your complaint within 3 working days.
  • We'll investigate, ask for any further details we need, and respond with our findings.
  • We aim to resolve complaints within 8 weeks. If a matter is complex and takes longer, we'll keep you updated.

If your complaint relates to a payment or FX transaction

SwiftSend is an introducer broker. The supplier you transacted with is the firm regulated to execute the payment. If your complaint relates to the execution, rate, timing, settlement, or operations of the supplier, please also raise it with the supplier directly. We will help you do this if needed.

Escalation

If you're not satisfied with our response, you may have the right to escalate to an alternative dispute resolution scheme or regulator depending on the nature of the matter:

  • If your complaint relates to a payment executed by an FCA-authorised supplier, you may be eligible to refer the matter to the Financial Ombudsman Service — but the Ombudsman's jurisdiction is over the regulated firm (the supplier), not SwiftSend.
  • If your complaint relates to data protection, you may complain to the Information Commissioner's Office.
  • Because SwiftSend is not itself an FCA-authorised firm, the Financial Ombudsman Service may not have jurisdiction over our broker service directly. We will tell you transparently when this is the case and help you direct the complaint to the right body.

Honesty about our status

We want every client to know what protection applies and where. SwiftSend operates as a broker / introducer. The regulated protection for the underlying transaction comes from the regulated supplier executing it. This isn't a workaround — it's the deliberate design of our model, and we explain it openly in our Brokerage Disclosure.