Customer Complaints: How to Turn Issues into Trust

Every finance team faces complaints – a missed payment, a confusing fee, or a delayed response. How you deal with those moments decides whether a customer walks away or becomes a loyal advocate. In this guide we break down why complaints matter, what common pitfalls look like, and step‑by‑step actions you can take right now.

Why Customer Complaints Matter in Treasury

When a client raises a concern, it’s a signal that something in your process isn’t clear or fast enough. Ignoring the signal can damage reputation, increase churn, and even attract regulators. On the flip side, a quick, transparent fix shows you respect the customer’s time and money. In the UK treasury world, that respect translates into smoother cash flows, lower dispute costs, and better relationships with banks and vendors.

Data from UK consumer surveys shows that 70% of people stay with a company if the complaint is resolved within 48 hours. That’s a huge opportunity: a fast fix keeps revenue, a slow one costs you both money and trust. So treat each complaint as a chance to improve your systems, not just a nuisance.

Step‑by‑Step Guide to Resolve Complaints

1. Listen without interrupt. Let the complainant explain the issue fully. A simple “I hear you, tell me more” does more than any scripted apology.

2. Capture the details. Write down the date, product, amount, and any reference numbers. In treasury, linking the complaint to a specific transaction or invoice helps you find the root cause faster.

3. Confirm what went wrong. Restate the problem in your own words: “So you were charged twice for the same invoice, correct?” This shows you’re paying attention and avoids misunderstandings.

4. Check policy and regulations. Before you propose a solution, verify what your internal policy says and whether any FCA guidelines apply. Knowing the rules helps you stay compliant and avoid future disputes.

5. Offer a clear solution. Choose the simplest fix that satisfies the customer – refund, credit, or a revised schedule. Explain the timeline: “We’ll process the refund by end of day tomorrow.”

6. Put it in writing. Send a concise email summarising the issue, the agreed solution, and the next steps. Written confirmation protects both sides and creates a record for audit trails.

7. Follow up. After the solution is delivered, check back in 24–48 hours: “Did the refund appear on your statement?” This extra touch shows you care and catches any lingering issues.

8. Analyse the pattern. Log the complaint in a tracking system. If similar complaints appear, it signals a systemic problem – maybe a billing bug or a communication gap. Use the data to update procedures and prevent repeats.

9. Train the team. Share the case in a short briefing. Highlight what went well and what could improve. Continuous learning keeps the whole department sharper.

10. Close the loop. Once the issue is resolved and the lesson learned, close the ticket in your system. Mark it as “resolved – customer satisfied” so you can report accurate metrics to senior management.

Applying these steps consistently turns a potentially negative experience into a trust‑building moment. Your team will handle complaints faster, reduce costs, and keep the cash flow smooth.

Remember, a complaint is just a conversation waiting to happen. Treat it with respect, act quickly, and you’ll see fewer escalations and stronger relationships across your treasury operations.