SwiftCase Complaints Management review
A deep FCA complaint workflow for large UK firms, but costly from the first tier.
Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
SwiftCase Complaints Management is a cloud-based complaint case-management solution from Livepoint for UK financial-services firms. It combines structured complaint intake with category, product, channel and vulnerability fields; FCA DISP deadline calculation; investigation workflows; document management; communications timelines; final-response letter generation; FOS case-file preparation; and FCA RegData reporting. The product is aimed at regulated operations teams that need configurable workflows, auditable handling and detailed reporting across complaint cases.
Pricing is based on monthly flat platform fees, with unlimited users and usage allowances. The Starter plan costs £650 per month and includes AI document reading, standard workflow automation and email support. Standard is £1,400 per month, adding multi-step automations, attachment OCR for PDF and image files, and multiple mailboxes. Core costs £3,200 per month and adds a sandbox environment, advanced workflow branching, custom API integrations and priority email support. Growth is £8,500 per month with advanced analytics, KPI dashboards, scheduled reports, custom calculated metrics and phone support. Scale costs £11,200 per month, while Enterprise costs £17,550 per month and adds a dedicated environment, data residency options, custom SLAs and inbound IP allow-listing.
The standout fit is FCA-focused control: automated DISP deadlines, visual countdowns, escalation rules, template-driven final responses with FOS referral rights, chronological FOS exports and time-stamped audit trails give compliance teams a structured operating model. Root-cause analysis, trend dashboards and OLAP pivot tables also support deeper complaint reporting. The web and API platforms suit teams that need application access and integration options. Large UK firms with demanding FCA reporting should consider SwiftCase; smaller organisations or teams seeking a lower-cost, general-purpose complaint tool may find the starting and higher-tier fees difficult to justify.
SwiftCase Complaints Management pros and cons
- Where it wins
- Automates FCA DISP deadlines, countdowns, alerts and escalations
- Supports investigations, FOS files, final responses and audit trails
- Adds root-cause analytics, OLAP pivots and FCA RegData returns
- Where it doesn't
- Starter pricing begins at £650 per month
- Advanced capabilities require substantially higher monthly tiers
- Focused on regulated UK financial-services complaint operations
SwiftCase Complaints Management fact sheet, pricing and score →
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