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The European Banking Authority (EBA) published its final Guidelines on complaints procedures to be followed by competent authorities (CAs) to ensure and monitor effective compliance by payment service providers (PSPs) with the revised Payment Services Directive (PSD2).
The Guidelines govern the process through which payment service users and other interested parties can submit complaints to CAs with regard to PSPs' alleged infringements of PSD2. In particular, these Guidelines specify the requirements for the channels to be used by complainants to file their complaints, the information CAs should request from complainants when complaints are submitted to them, and the information CAs should include in their responses to complaints. In addition, the Guidelines require CAs to make an aggregate analysis of the complaints received, to document their internal complaints procedures and to make information related to their procedures for complaints of alleged infringements of PSD2 publicly available.
The Guidelines apply only to complaints addressed to CAs about alleged infringements of PSD2 and do not cover other issues that payment service users or other interested parties may complain about. They also do not cover complaints submitted as part of alternative dispute resolution (ADR) procedures for the settlement of disputes between payment service users and PSPs.