Complaint handling procedure

If you are dissatisfied with Swapin’s services, you have the right to submit a complaint free of charge.

We recommend using our complaint form: Submission of a complaint. We also accept complaints submitted by e-mail or post (details below), or in any other format that can be reproduced in writing.

How to submit a complaint

You may submit a complaint:

• by e-mail: customer@swapin.com
• by post:
  Ungaro OÜ (Swapin)
  Värvi 5
  10621 Tallinn
  Estonia

Complaints may be submitted in Estonian or English.

Where possible, please include:

• your name and contact details;
• a description of the complaint;
• details of the disputed transaction or service;
• any relevant supporting documents or evidence;
• your preferred resolution.

Complaint handling

All complaints are registered and acknowledged within 2 business days of receipt.

Swapin handles complaints fairly, transparently, and without undue delay. Where necessary, we may request additional information or documentation.

Complaints are reviewed and handled by the Customer support function or the Compliance function, depending on the nature of the complaint.

Response timeframes

A final reasoned response will generally be provided:

• within 15 calendar days for individual (natural person) clients;
• within 30 calendar days for legal entity clients.

If additional time is required to resolve a complaint, we will inform you of the delay and provide a revised response deadline before the original deadline expires.

Available remedies

If you are not satisfied with our response or if the dispute cannot be resolved amicably, you have the right to:

• submit the dispute to the Consumer Disputes Committee operating under the Estonian Consumer Protection and Technical Regulatory Authority (for individual clients): https://ttja.ee/en/consumer-disputes-committee;
• contact the Estonian Financial Supervision and Resolution Authority (Finantsinspektsioon): https://www.fi.ee/en/consumer/when-should-i-contact-finantsinspektsioon/making-complaint;
• bring the matter before a court.

Unless otherwise provided by applicable law, disputes shall be resolved by Harju District Court: https://www.kohus.ee/en.

Submitting a complaint to an out-of-court dispute resolution body does not limit your right to seek judicial protection through the courts.

Additional information

The full Complaint handling procedure is available to clients free of charge upon request.