All documents pertaining to the schemes are published on the website, and anyone interested in the schemes should find in this documentation the answers to their questions.
If you have any unanswered questions, you can follow the procedures below.
The schemes are updated every two years to reflect market needs and technological changes. This change-management process is transparent and open: any stakeholder can contribute, suggest change requests and participate in public consultations. If you wish to have a say on the evolution of the schemes, read more about the evolution of the schemes.
If you need a clarification on a specific section of the rulebooks, implementation guidelines or other documents, you can contact the EPC.
You are a scheme participant
The Compliance and Adherence Committee (CAC) is responsible for investigating breaches or potential breaches of the rulebooks following a complaint made by a scheme participant to the CAC.
Scheme participants wishing to file a complaint against another scheme participant may contact the CAC secretariat.
Further information is available in the EPC Scheme Management Internal Rules (SMIRs).
You are not a scheme participant (for example, a consumer, a retailer, etc).
- Your complaint is related to the service offered by your payment service provider ().
You should first contact your , then, if need be, the competent public and / or private complaint-handling bodies in your country. The list of competent and out-of-court complaint bodies in the European Union may be consulted on the European Commission’s website (list of competent authorities, and out-of-court complaint and redress bodies).
- Your complaint is of scheme-wide importance.
Only if you have a complaint that by its very nature is of scheme-wide importance should you submit your complaint for consideration to the EPC. Complaints are understood to be of scheme-wide importance if they could be seen as creating reputational damage to the scheme or if they could negatively affect the integrity or proper functioning of the scheme. The may refuse complaints if it reaches the conclusion that they do not qualify as being of scheme-wide importance. In this situation, the complainant is invited to follow the process described in the previous point.