EPC: What should non-PSP users do if they have a complaint about the SEPA schemes?

11 October 2016

Non-PSP users can be individuals, corporates or SMEs.

In brief:

• They should first address their complaint to their Payment Service Provider (PSP), if it relates to the service offered by the PSP.
• Then, if need be, they should contact the body in their country competent to handle this kind of complaint.
• If the complaint is of scheme-wide importance, it may however be submitted to the EPC, which will review the complaint and assess what action may be needed.

In addition, the change management process of the European Payments Council (EPC) SEPA schemes is open to all kinds of stakeholders, including non-PSPs. The EPC encourages such users to submit their change requests to amend the scheme rulebooks, if they believe they could be enhanced.

It should be noted that for complaints from PSPs a different process is foreseen under the Scheme Management Internal Rules for scheme participants.

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