PSD2: EBA consults on complaints handling guidelines

The European Banking Authority (EBA) has launched a consultation on draft guidelines on procedures for complaints of alleged infringements of the recast Payment Services Directive (PSD2). The guidelines relate to the process of complaints submitted to competent authorities by payment service users or any other interested party about the alleged infringement of the PSD2 by payment service providers.

The draft guidelines set out:

• requirements on the channels to be made available by competent authorities to complainants for the submission of complaints and on the information to be requested from complainants and recorded by competent authorities;
• relevant information that competent authorities should provide when responding to complainants;
• requirements for competent authorities to perform an aggregate analysis of complaints of alleged infringements of PSD2 to be taken into consideration to ensure and monitor effective compliance; and
• requirements for competent authorities to document their complaints procedure.

Comments are due by 16 May 2017.