Complaint

Management
Introduction
Our Mission

“Deliver a great customer experience and

enhance customer satisfaction by resolving
customer complaints in a timely manner
and support our internal continuous
improvement process.”
 The most important
thing is that we
want to learn from
our mistakes!
We resolve complicated issues and by Identifying
potential shortcomings, identifying (operational,
financial and reputational) risks, we ensure compliance
with legal requirements and we trigger improvements.

Why? To improve our processes, our products, our

customer satisfaction and to lower the amount of
complaints.
More about our mission

FRANCE GERMANY ITALY SPAIN UK EUROPE

- Nicolas Q. - Philipp L. - Rossella M. - Nicolas B. - onboarding - onboarding

- onboarding - Christian T. - onboarding
- Frederick K.
What are our responsibilities?

- Support CS with complaints (BO-ticket)

- Handle high severity complaints
- Communication with authorities
- VIPs (investors, journalists, influencers,
stakeholders)
- Outgoing cancellations and communication
with difficult / abusive contacts
- Crisis Events (Special-Task Force)
- Continuous Improvements
What are our goals?

- Avoid recurring and unnecessary CS contacts

- Strengthen N26 reputation

- Avoid legal sanctions and ensure legal compliance

- Ensure smoother complaints & CS cases handling in order to avoid unnecessary escalations

- Improve processes / workflow between departments

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What is a complaint?
A complaint is any manifestation of discontent
that a natural or legal person (plaintiff) reports to
a regulated entity (in this case N26) as a complaint
in connection with a service which is regulated
under the Banking Act (KWG - Kreditwesengesetz),
German Payment Services Supervision Act
(Zahlungsdiensteaufsichtsgesetz – ZAG) or German
Capital Investment Code (Kapitalanlagegesetzbuch
– KAGB).

A complaint is basically any statement of

dissatisfaction. Any issue can be or become a
complaint.
Where do we get complaints from?

- N26 Customer Service (BO-Tickets)

- N26 Complaint email addresses (external)

- Authority Complaints:
European Commission (via Online Dispute Resolution platform)
BaFin (Federal Financial Supervisory Authority in Germany)
FCA (Financial Regulatory Institution in the UK)
Data Protection Agency (Germany)

- Social Media

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When should a complaint be escalated?

- CS has done everything possible using all internal resources (Knowledge Base, Senior
Team, Powermoves, etc.) but the issue is still ongoing or the customer is still
complaining;

- The customer or the bank is facing a high risk (reputational, financial, security…);

- The customer explicitly states he/she wants to file a formal complaint to the dedicated
team.

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How should you escalate a complaint?

1. Gather all the needed information; need of a thorough explanation;

2. Create a Complaint BO-ticket;

3. Inform the customer that you escalated the complaint and that he/she will get a reply
soon.

(Don’t promise the customer that the complaint team will be in contact directly, it could be you)

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Customers can file a
complaint by email
If a customer explicitly states the will of
filing a formal complaint:

FR | litiges@n26.com
ES | reclamaciones@n26.com
IT | reclami@n26.com
DE | beschwerden@n26.com
EN | complaints@n26.com
 Check our slack
channel

#complaint-team-public
 Check our
Knowledge base

e.g.

- Complaints 2.0

- Abuse / Harass / Threat 2.0