SEPA Credit Transfer
Complaints on the Schemes from non-PSPs Users
The EPC brings to the attention of all SEPA direct debit or SEPA credit transfer users the following principles, should they have complaints about the SEPA schemes:
- In the event of complaints from SEPA scheme (SEPA direct debit or SEPA credit transfer) users who are directly concerned by the operation of a SEPA scheme and in situations where it relates to the services offered by the complainant’s Payment Service Provider (PSP), users should in such case first address their respective PSP, then - if need be – they should contact their competent (national or local) public and/or private complaint-handling bodies in a next step. The list of competent and out-of-court complaint bodies in the European Union may be consulted on the European Commission’s website (direct links to the list of competent authorities, and out-of-court complaint and redress bodies).
- Only in the event of a complaint that by its very nature is of scheme-wide importance such complaint may be submitted for consideration to the EPC. Complaints are understood to be of scheme-wide importance if such matter could be seen as creating reputational damage to the scheme or if it could negatively affect the integrity or the proper functioning of the scheme. The EPC may refuse complaints if it reaches the conclusion that a particular complaint at hand does not qualify to be of scheme-wide importance. In the latter case the complainant is referred to the process described under section 1 above.
- Please also note that any party directly concerned by the SEPA Credit Transfer or SEPA Direct Debit schemes (e.g. including users) may submit to the EPC so-called ‘change requests’ for amending the SEPA scheme rulebook(s) as part of the EPC’s change management process and cycle, described in section 4 of the EPC’s Scheme Management Internal Rules and organised every two years. Information about how to submit change requests is available on the EPC website when calls for change requests are organised.