Submit a Complaint

What are the reasons for accepting a complaint?

According to Swile, a complaint concerns suspicious allegations relating to one of the following topics:

• Corruption and bribery
• Conflicts of interest
• Money laundering and terrorist financing
• Fraud, theft, or misuse of company assets
• Anti-competitive practices
• Discrimination
• Violation of environmental law
• Violation of human rights
• A breach of our commitments or terms of use.
• An issue related to our services or products.
• Justified dissatisfaction with an interaction with our customer service.

In short, only requests related to the topics listed above will be considered as complaints.

Who can submit a complaint?

Whether you are a business, a works council, a restaurant owner, a supplier, or a user, you can submit a complaint.

How do I submit a complaint?

To submit a complaint, go to our contact form and tick the box “This request is a complaint”.

Please note, for a complaint to be considered, it must relate to one of the reasons for acceptance listed above 👆.

What are the steps in the complaints handling process?

1. We review your request

   Our Care team will review your complaint to check that it meets the criteria mentioned above.

2. We respond to your complaint

   Once your complaint has been reviewed, our Care team will provide you with an initial response as soon as possible, involving other relevant departments if necessary.

3. We work with you until your complaint is resolved

   Our Care team will stay in touch with you to find a suitable solution and resolve your complaint.

Are you protected when you submit a complaint?

Yes. All information relating to your complaint will be treated with the utmost confidentiality, and Swile will not share any related information with external parties without your consent.