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Management
Introduction
Our Mission
- Ensure smoother complaints & CS cases handling in order to avoid unnecessary escalations
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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).
- 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?
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