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SwiftCase Complaints Management
What SwiftCase Complaints Management is
SwiftCase Complaints Management helps UK financial services teams track complaints from acknowledgement through final response. It calculates the 5-business-day acknowledgement and 8-week final response deadlines, with countdown timers and configurable escalation alerts. Structured forms capture complaint category, product, channel, and customer vulnerability indicators. OLAP pivot tables break cases down by product, cause, handler, and outcome, and complaint data can be used to generate FCA RegData returns. Template-driven final response letters can include case details, FOS referral rights, outcome summaries, and redress details. A time-stamped audit trail supports exporting complaint files in chronological order for Financial Ombudsman referrals. The maker lists integrations including Xero, Office 365, Slack, Microsoft Teams, Gmail, Dropbox, Google Drive, HubSpot, Sage, Twilio, Mailchimp, and DocuSign, plus REST API connections. Pricing starts at £650/month. Plans include unlimited users, but email and event allowances vary. Pricing also includes dedicated onboarding and configuration support; the maker says most implementations go live within 4–6 weeks.
Who it suits
SwiftCase suits UK financial services teams that need to track complaint deadlines, investigate cases, prepare regulatory returns, and manage Financial Ombudsman referrals.
What it does well
- Tracks acknowledgement and final response deadlines.
- Configurable alerts support complaint escalation.
- Generates FCA RegData complaint returns.
- Supports chronological complaint-file exports for FOS referrals.
- Plans include dedicated onboarding and configuration support.
What to know first
- No free plan is listed.
- Starter costs £650/month.
- Monthly email and event allowances vary by plan.
- Most implementations take 4–6 weeks.
Limits
All plans have unlimited users, but monthly email and event allowances are capped by plan and additional packs are charged. Starter includes 1,000 emails, 1,000 events, one shared mailbox, and 30-day audit logs; higher plans add larger allowances and features such as multiple mailboxes, sandbox access, advanced analytics, or longer audit retention.
Plans
| Plan | Billed and limits | Price |
|---|---|---|
| Scale | £11,200/month · 16,000 emails/month · 42,000 events/month · £150/pack overage · Dedicated success manager · 2-hour support SLA | £11,200 a month |
| Standard | £1,400/month · 2,000 emails/month · 5,000 events/month · £280/pack overage · 90-day audit logs · Multiple mailboxes | £1,400 a month |
| Enterprise | £17,550/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 a month |
| Core | £3,200/month · 3,500 emails/month · 11,000 events/month · £230/pack overage · Sandbox · Custom API integrations · 1-year audit logs | £3,200 a month |
| Starter | £650/month · 1,000 emails/month · 1,000 events/month · £300/pack overage · 1 shared mailbox · 30-day audit logs | £650 a month |
| Growth | £8,500/month · 10,500 emails/month · 30,000 events/month · £180/pack overage · Advanced analytics · 4-hour support SLA · Phone support | £8,500 a month |
As swiftcase.co.uk lists them, read 30 Sept 2026. The maker's own page has the final word.
Getting started
- Open the SwiftCase Complaints Management website
- Contact SwiftCase for onboarding and configuration support
- Set up complaint workflows and intake channels
- Migrate open complaints and train users
- Connect listed services or REST APIs
- Choose a plan based on email, event, audit, and support needs
Verdict
SwiftCase focuses on complaint workflows, deadline tracking, analysis, and regulatory reporting for UK financial services. Compare plan allowances and support options alongside the starting price.
Questions
How much does SwiftCase Complaints Management cost?
Plans start at £650 a month. Listed plans range from Starter at £650/month to Enterprise at £17,550/month.
Is there a free plan?
No. SwiftCase is a paid service.
Which platforms are supported?
SwiftCase supports web and API access.
Who makes SwiftCase?
It is made by Livepoint Software Solutions, described as a UK company founded in Liverpool in 2013.
Does SwiftCase integrate with other services?
Listed integrations include Xero, Office 365, Slack, Microsoft Teams, Gmail, Dropbox, Google Drive, HubSpot, Sage, Twilio, Mailchimp, and DocuSign. REST API connections are also supported.
What support is included?
All plans include dedicated onboarding and configuration support. The pricing information also lists UK-based support, with options varying by plan, including email, priority email, phone, and optional 24/7 support.
Facts from SwiftCase Complaints Management's own pages
- 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. · swiftcase.co.uk, 30 Sept 2026
- Complaint capture
- Structured intake forms capture complaint category, product, channel, and customer vulnerability indicators. · swiftcase.co.uk, 30 Sept 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. · swiftcase.co.uk, 30 Sept 2026
- 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. · swiftcase.co.uk, 30 Sept 2026
- Headquarters
- United Kingdom · swiftcase.co.uk, 28 Sept 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. · swiftcase.co.uk, 30 Sept 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. · swiftcase.co.uk, 30 Sept 2026
- Maker
- SwiftCase is made by Livepoint Software Solutions, which the maker describes as a UK company founded in Liverpool in 2013. · swiftcase.co.uk, 30 Sept 2026
- Pricing limits
- All plans include unlimited users, while monthly email and event allowances and overage pack rates vary by plan. · swiftcase.co.uk, 30 Sept 2026
- Purpose
- SwiftCase tracks complaints from acknowledgement to final response with automated DISP deadlines, root cause analysis, and regulatory reporting for UK financial services. · swiftcase.co.uk, 30 Sept 2026
- Response letters
- Template-driven final response letters can be populated with case data and include FOS referral rights, outcome summaries, and redress details. · swiftcase.co.uk, 30 Sept 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. · swiftcase.co.uk, 30 Sept 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. · swiftcase.co.uk, 30 Sept 2026
Where SwiftCase Complaints Management stands on Freedom251
- Complaint Management Software#19 of 26