Legal

Complaints Policy

How to raise a complaint and what to expect.

Draft · Last updated 1 October 2026. This document is pending legal review and is not yet in effect. Live payment, payout and Protected Payment features are not enabled.

1. How to complain

Contact support@swgpay.com. A complaint should include sufficient information to identify the account or transaction, the issue, relevant dates and the requested resolution.

Never send passwords, PINs, full card details or security credentials to support.

2. What happens next

SW Global Pay will acknowledge and investigate complaints within reasonable operational timelines and maintain appropriate complaint records.

3. Regulated institutions

Where the issue concerns a regulated bank, payment processor or financial institution, that institution’s own complaint and escalation processes may also apply.

Questions about this document can be sent to support@swgpay.com.