On 27 March 2018, the European Banking Authority (EBA) issued a consultation proposing to extend the scope of application of the existing Joint Committee Guidelines on complaints handling (the Guidelines) to the new institutions established under the revised Payment Services Directive (PSD2) and the Mortgage Credit Directive (MCD).

The Guidelines are addressed to Member State competent authorities and set out requirements in relation to firms’ complaints management policy and function, their registration of complaints, their reporting to national competent authorities, and their assessment of, and responses to, the complaints.

The EBA proposes that the Guidelines should apply to the new payment initiation service providers (PISPs) and account information service providers (AISPs) under the PSD2 and credit intermediaries and non-credit institution creditors under the MCD.

In the specific case of AISPs that provide only account information, but no other payment services, the EBA proposes to apply the Guidelines only to security-related, but not to other types of, complaints, in line with related requirements set out in the PSD2 itself.

The deadline for comments on the consultation is 27 May 2018.