The European Banking Authority (EBA) has published for consultation draft guidelines that govern the process for complaints submitted to competent authorities by payment service users and other interested parties, including consumer associations, about alleged infringements under the second Payment Services Directive (PSD2)  by payment service providers (PSPs).

The draft guidelines do not cover:

  • dispute resolution procedures that PSPs have to put in place; and
  • alternative dispute resolution procedures that Member States need to ensure exist.

The draft guidelines have been drafted taking into account the complaints procedures that competent authorities already have in place to deal with complaints under Article 80 of the Payment Services Directive.

The EBA is of the view that one of the important components of the procedures for complaints of alleged infringements of PSD2 that the draft guidelines are meant to cover is the channel by which complainants can submit their complaints. While the draft guidelines do not specify which channels should or should not be made available by competent authorities, guideline 1 proposes that competent authorities should make available at least two different channels which should also be easily accessible for complainants.

The deadline for comments on the consultation paper is 16 May 2017.

View EBA consults on guidelines for complaints of infringement of PSD2, 16 February 2017

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