Payment Services - Poor service - mistakes made or instructions not followed

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You should know

Payment services are:

  • services enabling cash to be paid into or withdrawn from a payment account and all of the operations required for operating a payment account
  • execution of payment transactions - such as direct debits, credit transfers and card payments
  • issuing of payment instruments (for example credit or debit cards)
  • acquiring payment transactions
  • money remittance
  • account information services
  • payment initiation services

The Payment Service Directive 2 (PSD2) set out time limits for handling complaints about payment services. The Financial Conduct Authority's regulation require payment services providers and e-money issuers to send a final response to complaints by the end of 15 business days. In exceptional circumstances, where the company cannot send a final response within this period of time, for reasons beyond their control, they can take longer but must provide you with a final response by the end of 35 business days.

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