Out of Court Dispute Resolution

Information about the options available for alternative dispute resolution (ADR) through an ADR body must be provided or made available to payment service users who are consumers by their payment service providers (PSPs). The consumer is entitled, free of charge, to have recourse to alternative dispute resolution provided by an ADR body authorised to provide dispute resolution in the area of payment services, and it is the consumer who decides which ADR body to have recourse to. The ADR body selected by the consumer cannot refuse to conduct the ADR proceedings.

As regards payment service users who are not consumers, PSPs are required to provide or make available to them information about the options available for using arbitration proceedings or other out-of-court means to resolve disputes related to payment services.

Information about alternative dispute resolution options available to payment services users who are consumers

Information about the options for arbitration proceedings available to payment service users who are not consumers