How to handle complaints in your own money app
By SendPay Business · · 2 min read
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.
Follow a simple process
Write down a few steps you always follow:
- Record the complaint and the date.
- Check what happened with the payment or account.
- Involve your licensed partner where needed.
- Give a clear answer and what you will do about it.
- Check the customer is satisfied.
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.
Build it
Create your own financial platform.
Pick a template, name it, brand it, preview every page before you pay. Your brand, your users, your fees.
Build my platform →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 pay. Your platform can be live on your own domain within 24 hours of confirmation.
Build my platform →Read next
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. PayPal, Patreon and Substack are named as reference points only and are not affiliated with SendPay Business.