Business

5 Ways to Manage your Customer Complaints Procedure

Published

6 years ago

April 27, 2020

Complaints are a rural part of life that we can rarely ignore completely. People are not always going to be happy with your service and there are always going to be picky individuals who search desperately for something to pick fault with at every turn. It’s not whether you get complaints or not that defines how successful a business is; it’s how you deal with customer complaints.

So, we’ve put together a few top tips to help you organise all complaints with a level head. Because just one bad review can cause a chain reaction these days that will have a significant impact on your business if you’re not ready to do a little damage control.

Keep calm – You have every right to be defensive over your business and your brand but this defensiveness, if it’s allowed to reveal itself, can have negative consequences. With every complaint, ensure that you remain calm and listen to what they are saying in as detached a fashion as possible. It helps to put yourself in their situation and see the problem from their perspective, even though we realise this might be difficult to do!

Acknowledge the problem – It’s likely that the customer problem might seem petty or simply wrong to you but it’s important that you make them feel you’re taking them seriously. By allowing them to vent their frustrations and get their problems off their chest you’ll not only allow them a certain amount of catharsis but you’ll let them feel like they’re being heard. Never tell the customer they are wrong, even when they are!

Offer solutions – The only way you’re going to solve customer complaints is if you’re able to offer legitimate solutions. Having a list of common problems and common solutions to hand at all times will certainly help but you also have to learn to be flexible and be able to think outside the box. Not every complaint is going to conform to the same template, after all.

Have a procedure in place – An efficient customer complaints procedure is one of the first processes you should put in place and is a process that all employees should be made aware of. Information often gets lost in translation over the phone, so we’d recommend investing in a Response Tap call tracking solution which will allow you to determine customer intent and direct them to the right department without missing a trick.

Keep it informal – If possible, try to keep things as informal as possible and avoid things escalating to a formal complaint. If you need to hand out refunds, vouchers and/or apologies then so be it as this is often far more cost-effective than going through the formal complaints process.

Business

Black Banx Group — Third Quarter 2025 Results

Published

2 days ago

November 3, 2025

Matthew Wiles

FOR IMMEDIATE RELEASE · Road Town, British Virgin Islands · October 30 2025

Black Banx reports USD 4.3 billion revenue and USD 1.6 billion pre-tax profit in third quarter 2025

Black Banx Group today announced its results for the third quarter ended 30 September 2025, delivering strong performance with further progress toward its full-year targets.

Key figures for Q3 2025:

Revenue: USD 4.3 billion
Profit before tax (PBT): USD 1.6 billion
Cost-to-income ratio: ≈ 62%
Customer base (period-end): ~92 million clients

YTD (first nine months) results: Revenue USD 12.7 billion, PBT USD 4.7 billion, positioning the Group on track toward its full-year ambitions of ~USD 17 billion revenue and ~USD 6.4 billion PBT.

“Our Q3 results reaffirm the scalability and resilience of our platform,” said Michael Gastauer, Group CEO. “By continuing to scale our client base, deepen engagement, and drive operational efficiencies, we maintain momentum toward our 100 million-customer milestone and full-year ambitions.”

Daniel Dumitrascu, Group CFO, added: “We are pleased to demonstrate sequential improvement in our cost/income ratio despite ongoing investment in growth markets. With the first nine months delivered, our Q4 plan is well calibrated to close the year strongly.”

Business highlights:

Net customer adds of approximately 8 million during Q3, bringing the total client count to ~92 million as of 30 September 2025. On pace for the 100 million-customer target by year-end.
Continued growth across emerging markets, driven by expansion efforts in Africa, South Asia and Latin America.
Strong transaction volumes across cross-border payments and cryptocurrency-adjacent services, contributing to top-line resilience.
Ongoing initiatives to optimise operations and automate processes delivered a sequential improvement in cost/income ratio to ~62% from ~64% in Q2.
Strategic investments sustained in growth markets while preserving profitability and shareholder value.

Outlook:

With three quarters behind it, Black Banx remains aligned with its 2025 full-year targets of approximately USD 17 billion in revenue and ~USD 6.4 billion in pre-tax profit. The company anticipates a seasonally stronger Q4 performance, underpinned by ongoing global client acquisition and further monetisation of its platform.

About Black Banx Group:

Black Banx Group is a global digital banking and fintech platform serving tens of millions of private and business clients across more than 180 countries. The Group offers seamless, borderless banking services, including multi-currency accounts, cross-border payments and cryptocurrency-compatible solutions. Headquartered in the British Virgin Islands, Black Banx is dedicated to innovation, financial inclusion and delivering value to its stakeholders.

Media Contact:

Black Banx Media Relations
Email: [email protected]

Forward-looking statements: This press release contains forward-looking statements that involve risks and uncertainties, including statements regarding the Group’s business strategy, financial prospects, targets and trajectory. Actual results may differ materially from those anticipated.