Report information about a payment services or e-money firm

Get in touch if you believe a payment services or e-money firm has failed to meet its legal requirements.

Requirements firms must meet

Firms providing payment services, such as:

  • banks
  • credit card issuers
  • money transfer firms

Or those issuing e-money (such as prepaid cards), must follow certain legal requirements. These include: 

  • providing you with appropriate information about your transactions
  • refunding any cases of unauthorised payments
  • considering complaints in a timely manner

If you believe that a firm has failed to meet these requirements, you can send us information about the alleged failures.

You can find guidance on Payment Services Regulations and Electronic Money Regulations in our Payment Services and E-money Approach Document.

How to report information

Get in touch using our main contact details.

You should try to include as much information as possible, such as:

  • your full name and contact details
  • whether you are an individual user of payment services, or, for example, a business, such as a payment service provider
  • the name of the firms(s)
  • details about why you believe a firm has failed to meet their legal requirements
  • any supporting materials, such as any contracts or correspondence with the firm

Take these steps if you think a firm has failed to meet its legal requirements.

If you are simply unhappy with a financial product or service provided by a firm, find out how to complain.

What we will do

When you get in touch, we will: 

  • let you know that we have received your information
  • use the information to help us in our work 

We may contact you if we need more information.

Find out more about our enforcement work and how we publish information about action taken against firms.