EBA: Guidelines on procedures for complaints of alleged infringements of PSD2

EBA has published its final guidelines on complaints procedures to be followed by competent authorities to ensure and monitor effective compliance by payment service providers with PSD2. It includes: requirements for the channels to be used by complainants to file their complaints, the information competent authorities should request from complainants when complaints are submitted to them, and the information competent authorities should include in their responses to complaints. It is specified that the guidelines only apply to complaints regarding alleged infringements of PSD2, complaints submitted as part of ADR procedures for the settlement of disputes between payment service users and payment services providers.