EBA publishes PSD2 complaints procedure guidelines

The European Banking Authority (EBA) has published final guidelines on the procedure for payment service users and other interested parties to submit complaints against PSPs in respect of alleged infringements of PSD2. The guidelines specify the information competent authorities (CAs) must request from complainants and the information CAs should use in their response to complaints. CAs are now required to make an aggregate analysis of complaints received and make information on their complaints procedures publicly available.

The guidelines solely relate to alleged infringements of PSD2, and will not cover other complaints or any complaints submitted as part of ADR proceedings.