How to handle complaints in your own money app
By SendPay Business · · 2 min read
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When money is involved, a small problem can feel big to the person it happens to. How quickly and fairly you respond tells every customer what kind of app you are.
Acknowledge fast
Reply quickly, even if you don't have the answer yet. Say you have received the complaint, that you are looking into it and when you will update them.
Listen before you explain
Let the person say what happened in their own words. Repeat back what you understood so they know you heard them.
Try it
Name your platform and watch it come to life
Type a name, tap a colour and pick what it does. The phone changes as you go.
Colour
What it does
Design and preview your whole platform free, then launch when you are ready.
Follow a simple process
Write down a few steps you always follow:
0 of 5 done
Tick each step as you do it, so you can see what is left.
Fix the cause, not just the case
If the same complaint comes up twice, change the app, the website or your process so it doesn't happen again.
Know the formal rules
Money services often have formal complaint rules and time limits. Ask your licensed partner what applies to you and follow it.
How it works
Your own money app- 1Name it and pick your colours
- 2Choose what it does
- 3Launch when you are ready
Why sign up
Create your free SendPay account
It's all about creating your own financial platform with ease. Start with a free account today.
- 🪪A free business accountOpen it in about a minute with your business name, email, password and mobile. No card and no documents to start.
- 💳Get paid from day oneTake card payments, and share your own payment link and invoices so customers pay in a click.
- 🌐A free business websiteFree to build, free to publish and free to keep, with unlimited visits.
- 🚀Your own financial platformDesign and preview your whole platform free, then launch when you are ready.
SendPay Business is a technology company, not a bank. Accounts, cards and payments are powered by licensed partners.
Questions people ask
How should I set up support?
The customer support guide covers answering quickly, in plain words, where people already are.
Customer support for your money app →How do I protect customers from scams?
The scam protection guide covers rules, warnings and reporting.
Protect customers from scams →Can I call it a bank?
In most countries "bank" is a protected word you can only use with a banking licence. Call it an account, a wallet, an app or a platform. The accounts and payments behind a SendPay Business platform are powered by licensed partners.
Is there a step-by-step plan I can follow?
Yes. The free launch checklist takes you from picking your people and naming your app to setting fees, going live and winning your first ten customers.
Digital bank app launch checklist →How do I start?
Pick a template, name it and preview every page before you launch. Your platform can be live on your own domain within 24 hours of confirmation.
Build my platform →Read next
Spotted a mistake or something out of date? and we'll fix it. How our guides are made
This guide is general information, not legal or financial advice. SendPay Business is a technology company, not a bank, and does not take deposits; regulated services on the platforms are provided by licensed partners. Other companies named in this guide are reference points only and are not affiliated with SendPay Business.