For branch-based and direct banks
The TurnFriendly Banking platform connects complaints, documents and stakeholders in a customer case file – with bank-specific workflows, reports and BaFin submissions.
Discuss your banking use case
Interactive look inside TurnFriendly
BANKING
Lea Winter · Customer no. K-10482
Multiple cases, documents and participants – together in one record.
March account statement
Initial complaint
Bank response
Follow-up complaint
Statement of claim
Changes to current account terms
A notice from the bank to its customers about changes to its terms.
Fictional example
Review account fee entry
Review response and objections
Compile relevant documents
Initial complaint
Answered
Account fees disputed
2 case items
Follow-up complaint
Answered
Objections to the bank’s response
2 case items
Legal case
In progress
Recovery of account fees
1 case item
2 Apr 2027 · Initial complaint received
8 Apr 2027 · Bank response sent
12 Apr 2027 · Follow-up complaint received
3 May 2027 · Statement of claim added to the record
Account fee complaint
The customer disputes account fees. The follow-up complaint refers to the bank’s response; the legal case belongs to the same record context.
Lea Winter
Jan Berger
Alster branch
Westufer Legal
CURRENT USE CASE · UNAUTHORISED PAYMENTS
Unauthorised payments involve customer service, payment operations and specialist teams. TurnFriendly connects the report, refund handling and subsequent investigation in one case file – with clear responsibilities, deadlines and documented decisions.
Record the report · Handle the refund separately · Subsequently clarify who bears the loss. Documents, specialist responses and further customer concerns remain connected in the same case file.
The CJEU clarifies that merely considering the customer grossly negligent does not justify refusing an immediate refund. The exception for reasonable grounds to suspect customer fraud requires written notification of those grounds to the competent national authority.
CJEU, 15 October 2026 · C-70/25: Read the press release
BaFin-compliant complaint management and GDPR-compliant processing in a defined workflow.
Initial complaints, follow-up complaints and legal cases remain connected with documents and stakeholders.
Use information from complaint handling for analysis and regulatory submissions.
Customer SolutionsRegister a case · selected customer
Case topic: complaint about the BGH ruling
The relevant case topic has been found. Classification and guidance are prepared.
The case topic provides relevant information directly during registration.
Choose a case topic. Add details. Start the process.
From intake to the response: bank-specific workflows handle routine steps. Your team retains specialist reviews.
Incoming messages
Read emails, identify customers and case details, create cases and summarise documents according to your configured workflow.
Defined checkpoints allow handover for human review.
Familiar, recurring cases
Sales captures the appropriate topic in the portal. A configured workflow can handle processing through to sending the response.
In the demo: “BGH ruling” with documented processing and a prepared response letter.
Structured complaint data provides the basis for reports and BaFin submissions. The following charts show illustrative analyses.
Open cases by work queue
Snapshot · Number of open cases
Cards
62
Payments
44
Customer service
25
Securities
20
Illustrative finance example data. These are not customer results.
Service levels at a glance
SLA compliance · Last six months
84% within the SLA
12% exceeded by up to 10% · 4% exceeded by more
Illustrative finance example data. These are not customer results.
Identify the main topics
Categorisation · Share of incoming cases
Accounts
40 %
Fees
28 %
Online banking
20 %
Other topics
12 %
Values in percent · Twelve months
Illustrative finance example data. These are not customer results.
Connect customer, branch and adviser data from your systems so relevant banking data is available during processing.
Cloud or on-premise: we align the operating model and responsibilities with your institution.
Security and compliance →Configured rules flag data protection, reputational, financial and operational risks. Your team reviews and prioritises cases that need attention.
Review volumes, handling effort and recurring steps with us. Build your business case around implementation effort and ongoing costs.
Discuss your complaint processes, systems and regulatory requirements with us. Together, we’ll explore how TurnFriendly can ease the workload at your institution.
Bring a typical customer concern. It will serve as the starting point for our conversation.
