This Consultation Paper (CP) sets out proposed changes to our complaints handling rules to reduce the harm experienced by victims of Authorised Push Payment (APP) fraud.
Authorised Push Payment (APP) fraud is where a fraudster tricks a payer (often an individual consumer) into making a payment to an account controlled by that fraudster.
This Consultation Paper (CP) sets out proposed changes to our complaints handling rules to reduce the harm experienced by victims of APP fraud. We propose to require payment service providers (PSPs) to handle complaints about alleged fraud relating to funds they have received as a result of APPs in line with the DISP sourcebook. We also propose to allow eligible complainants to refer these complaints to the Financial Ombudsman Service.
This CP also sets out proposed changes to the voluntary jurisdiction of the Financial Ombudsman Service, and is a joint consultation with the Financial Ombudsman Service on those changes.
Who this applies to
These proposals will be of interest to:
Please send us your comments by 26 September 2018.
You can also:
We will review all responses, speak to interested stakeholders and publish our feedback and final rules in Q4 2018.