Complaints Policy

How to raise a complaint with SwapEazi, what happens next, how long it should take, and how to escalate it if you are not satisfied.

1. How to raise a complaint

Send your complaint to hello@swapeazi.io with the word Complaint in the subject line. You can also raise it in reply to any email from us, and it will be recorded as a complaint whether or not you use that word.

You do not need to use a form and you do not need to phrase it in a particular way. If you tell us we got something wrong, that is a complaint.

What to include

• Your company name and the email address on your SwapEazi account
• The quote reference, if the complaint concerns a specific payment
• The date and amount of the payment, and the account you paid from
• What went wrong, in your own words
• What you would like us to do about it

If you do not have all of this, send what you have. We will ask for the rest.

2. Acknowledgement

We acknowledge every complaint within three business days of receiving it.

The acknowledgement tells you the reference we have given your complaint, who is handling it, and what we expect to need from you. It is written by a person.

Where a complaint concerns a payment that has not arrived, we begin tracing it immediately rather than waiting for the acknowledgement to go out.

3. Resolution

We aim to resolve a complaint within five business days of acknowledging it.

Where we cannot resolve it in that time, we tell you before the period ends, explain why, and give you a new date. We do not let a complaint go quiet.

The outcome is given to you in writing. It states what we found, what we are doing about it, and what we are not doing and why. Where we were wrong we say so plainly.

Where the outcome depends on a licensed partner completing a trace or a return of funds, the timeline is the partner's and we tell you what it is rather than absorbing the delay silently.

4. Escalation inside SwapEazi

If you are not satisfied with the outcome, reply and say so. The complaint is then reviewed by someone who was not involved in the original decision.

SwapEazi is a small company. That means escalation is short rather than absent: an unresolved complaint reaches the founder, and that is the final internal stage. We will tell you when it has reached that stage, so you know there is nothing further to wait for internally.

A complaint is not closed because we have answered it. It is closed when you tell us it is resolved, or when we have told you in writing that we consider the internal process complete.

5. Escalation to the licensed partner

SwapEazi provides the software used to arrange a payment. The regulated steps, meaning collecting funds, the foreign exchange and paying the beneficiary, are performed by licensed financial partners.

Where your complaint concerns a regulated step, the licensed partner that performed it is responsible for it, and that partner's own complaints procedure and regulator are available to you. This includes complaints about funds collected and not passed on, the exchange rate applied, a payout that did not reach the beneficiary, and a return of funds.

You do not have to work out which is which. Send the complaint to us. Where it belongs with a partner we will raise it with them on your behalf, tell you that we have done so, tell you who they are, and give you their complaints details so you can pursue it directly as well if you choose.

We do not use the division of responsibility as a reason to stop helping. We stay with your complaint until it is resolved, whoever resolves it.

6. Record keeping

Every complaint is recorded, whether or not it is upheld. The record includes who complained, the date, what the complaint was about, what we found, the outcome, the date it closed, and any action taken to stop it happening again.

Complaint records are kept for at least five years. They are reviewed periodically to find patterns, because the same complaint arriving repeatedly is a fault in the service rather than a run of bad luck.

Complaint records are made available to a licensed partner or a regulator on request, and to a customer in respect of their own complaint. Personal information in these records is handled under our privacy policy.

7. Contact

Complaints: hello@swapeazi.io, with Complaint in the subject line.

For a complaint about how we handle personal information, see the privacy policy, which sets out the route to the Information Regulator of South Africa.

Contact

Questions or requests under this policy: hello@swapeazi.io