Get in touch if you think a payment services or e-money firm hasn’t met its legal requirements to you.First published: 12/01/2018 Last updated: 11/09/2023 See all updates
On this page
Payment services firms, such as banks, credit card issuers and money transfer firms, must meet certain legal requirements. These requirements also apply to firms that issue e-money (such as prepaid cards).
These firms must:
- give you appropriate information about your transactions (for example, references to identify transactions, and information about transaction dates, amounts, charges, and exchange rates used)
- refund any unauthorised payments
- consider your complaints in a timely manner (in most cases, this means sending you a response within 15 business days)
What information to report
You should try to include as much information as possible, such as:
- your full name and contact details
- the name of the firm you’re reporting
- why you believe the firm has failed to meet its legal requirements
- any supporting materials, such as contracts or communications with the firm
What we’ll do
When you get in touch, we’ll let you know that we’ve got your information and we’ll look into your report.
Unfortunately, we can’t let you know if we take any action. But we’ll contact you if we need more information to help our work.