Complaints Policy

At Swift Trading, we strive to offer our customers the best support services. Our support is available 24/7 through our official multiple channels in both Arabic and English.

You can contact our official customer support team through our Support Center.

We guarantee a response within 24 hours through all of our official support channels.

Policies:

Support Policy:

When making a support request to Swift Trading, we guarantee a 24-hour response on all channels. When reaching out to our support team, you will be acknowledged with a reference or ticket number. We aim to resolve all support queries within five business days of our first response.

Complaint Policy:

If your problem is not resolved within an appropriate amount of time or if you are not satisfied with the solution provided by Swift Trading, you will have the option to file an official complaint with Swift Trading. All official complaints are reviewed by our dedicated team members and are handled fairly, effectively, and promptly. Swift Trading will decide and communicate how it proposes to provide the customer with redress if necessary.

You can file a complaint by following the steps below:

Visit contact-us

Subject: Official Complaint

Body: Please list your full name, email address, and phone number registered with Swift Trading, and a description of the complaint you would like to file.

All written complaints will be acknowledged in writing only. All complaints received via writing or email will be acknowledged with a reference number within 5 business days of receipt of the complaint. The final response will be sent to the customer in writing, explaining the position and Swift Trading's decision within 30 calendar days of receiving the complaint.

Swift Trading's response time will depend on the complexity of the case. Swift Trading will, however, keep the customer updated with the progress of the case from time to time.

Unresolved Complaint Policy:

If the customer does not receive a reply from Swift Trading within 30 calendar days or is not satisfied with the final decision, the customer has the right to refer the case to the Financial Services Regulatory Authority (FSRA) within 30 calendar days from the date of receiving the final response. Customers can contact the regulator in one or more of the following ways:

Financial Services Regulatory Authority email at fsra.complaints@adgm.com

or through the ADGM website at https://www.adgm.com/operating-in-adgm/additional-obligations-of-financial-services-entities/enforcement/complaints/submit-a-complaint

About Swift Trading

Swift Trading is a Virtual Assets platform in the Middle East. We are licensed and regulated by the Financial Services Regulatory Authority of Abu Dhabi Global Market. Swift Trading enables you to buy, sell, and store bitcoin and other Virtual Assets, in a regulated, secure, and compliant way.