Submit information about a payment services or e-money firm

You can submit information to us about a payment services or e-money firm that you believe has failed to meet its legal requirements.

Requirements firms must meet

Firms providing payment services, such as banks, credit card issuers and money transfer firms or issuing e-money, such as prepaid cards, must follow legal requirements under the Payment Services Regulations and the Electronic Money Regulations.

These include providing you with appropriate information about your transactions, refunding any cases of unauthorised payments and considering complaints in a timely manner. Our guidance on these rules for firms is in our Payment Services and E-money Approach Document.

What we will do

We will acknowledge your submission and use it to assist our work. We may contact you if we require further information. However, we are unlikely to be able to let you know if we have taken action against the firm.

Who can submit information

Payment service or e-money customers and other interested parties, including, for example, consumer associations and payment service providers, can submit information to us about alleged failures by firms to meet their legal requirements.

How to submit information

Provide your information about a firm using our main contact page.

What to include in your submission

You should try to include the following when contacting us:

  • 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

Contacting us about a payment services or e-money firm you suspect is not meeting legal requirements is separate to the complaints process you should follow if you are unhappy with a financial product or service provided by a firm.