SwiftCase Complaints Management
SwiftCase Complaints Management helps UK financial services teams manage complaints from acknowledgement through final response.
What SwiftCase Complaints Management is
SwiftCase Complaints Management helps UK financial services teams manage complaints from acknowledgement through final response. It calculates the 5-business-day acknowledgement and 8-week final response deadlines, with countdowns and configurable escalation alerts. Structured forms capture complaint category, product, channel, and customer vulnerability indicators. Teams can analyze cases by product, cause, handler, and outcome using OLAP pivot tables, and generate FCA RegData complaint returns from complaint data. Template-driven final response letters can include outcome summaries, redress details, and FOS referral rights. A timestamped audit trail supports exporting a complaint file in chronological order for Financial Ombudsman referrals. Listed integrations include Xero, Office 365, Slack, Microsoft Teams, Gmail, Dropbox, Google Drive, HubSpot, Sage, Twilio, Mailchimp, and DocuSign, plus REST APIs. SwiftCase states that it uses UK data centres, AES-256 encryption for stored data, TLS 1.2+ for connections, role-based access controls, and audit logging. Plans include unlimited users, but email and event allowances and overage pack rates vary by plan.
Good
- Tracks acknowledgement and final response deadlines.
- Configurable escalation alerts and countdown timers.
- Can generate FCA RegData complaint returns.
- Exports complaint files for FOS referrals.
- Plans include unlimited users.
Watch out
- No free plan.
- Monthly email and event allowances vary by plan.
- Overage pack rates vary by plan.
Who it suits
It suits UK financial services organizations that need complaint deadline management, regulatory reporting, and investigation workflows. Teams handling Financial Ombudsman referrals may value its chronological case export.
Verdict
SwiftCase combines deadline control, analysis, response letters, and referral records for regulated complaint handling. Its starting price and variable usage allowances are important considerations.
Plans and prices
From SwiftCase Complaints Management's own pricing page, checked 30 Sep 2026.
| Plan | Price | What it gives you |
|---|---|---|
| Starter | £650 a month | 1,000 emails/month · 1,000 events/month · £300/pack overage · 1 shared mailbox · 30-day audit logs · £650/month |
| Standard | £1,400 a month | 2,000 emails/month · 5,000 events/month · £280/pack overage · 90-day audit logs · Multiple mailboxes · £1,400/month |
| Core | £3,200 a month | 3,500 emails/month · 11,000 events/month · £230/pack overage · Sandbox · Custom API integrations · 1-year audit logs · £3,200/month |
| Growth | £8,500 a month | 10,500 emails/month · 30,000 events/month · £180/pack overage · Advanced analytics · 4-hour support SLA · Phone support · £8,500/month |
| Scale | £11,200 a month | 16,000 emails/month · 42,000 events/month · £150/pack overage · Dedicated success manager · 2-hour support SLA · £11,200/month |
| Enterprise | £17,550 a month | 25,000 emails/month · 100,000 events/month · £150/pack overage · Dedicated environment · Custom SLAs · Unlimited audit log retention · 24/7 support option · £17,550/month |
The facts
Each one read from SwiftCase Complaints Management's own pages, with the date it was checked.
What it does
- Analysis and reporting
- OLAP pivot tables break complaints down by product, cause, handler, and outcome, and the platform can generate FCA RegData complaint returns from complaint data.checked 30 Sep 2026
- Complaint capture
- Structured intake forms capture complaint category, product, channel, and customer vulnerability indicators.checked 30 Sep 2026
- Deadline tracking
- The system calculates the 5-business-day acknowledgement deadline and 8-week final response deadline, with countdown timers and configurable escalation alerts.checked 30 Sep 2026
- Implementation
- The complaints page says most implementations go live within 4–6 weeks and include workflow setup, user training, and migration of open complaints.checked 30 Sep 2026
- Integrations
- The maker lists pre-built integrations including Xero, Office 365, Slack, Microsoft Teams, Gmail, Dropbox, Google Drive, HubSpot, Sage, Twilio, Mailchimp, and DocuSign, and says it can connect to REST APIs.checked 30 Sep 2026
- Pricing limits
- All plans include unlimited users, while monthly email and event allowances and overage pack rates vary by plan.checked 30 Sep 2026
- Purpose
- SwiftCase tracks complaints from acknowledgement to final response with automated DISP deadlines, root cause analysis, and regulatory reporting for UK financial services.checked 30 Sep 2026
- Response letters
- Template-driven final response letters can be populated with case data and include FOS referral rights, outcome summaries, and redress details.checked 30 Sep 2026
- Security
- SwiftCase states that it is Cyber Essentials certified, uses UK data centres, encrypts stored data with AES-256 and connections with TLS 1.2+, and provides role-based access controls and audit logging.checked 30 Sep 2026
- Support
- All pricing plans include dedicated onboarding and configuration support; the pricing page also lists UK-based support, with plan-specific support options including email, priority email, phone, and optional 24/7 support.checked 30 Sep 2026
Where it runs
- FOS referrals
- The system keeps a time-stamped complaint audit trail and can export the full complaint file in chronological order for a Financial Ombudsman referral.checked 30 Sep 2026
The company
- Headquarters
- United Kingdomchecked 28 Sep 2026
- Maker
- SwiftCase is made by Livepoint Software Solutions, which the maker describes as a UK company founded in Liverpool in 2013.checked 30 Sep 2026
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