Wherever activities take place, disputes can arise. Financial services are no exception to this rule. The Directive deals with disputes and requires cf. recital 98 ‘easily accessible, adequate, independent, impartial, transparent and effective ADR procedure between payment service providers and payment service users arising from the rights and obligations set out in this Directive.’ In addition to an adequate way to resolve disputes, also the phase preceding a disputes, viz. complaint handling is covered cf. again recital 98 that states ‘payment service providers put in place an effective complaints procedure that can be followed by their payment service users.’ In addition to this private dispute resolution, also administrative complaint procedures are covered, including imposed penalties. This chapter discusses Title V, Chapter 6 ADR procedures for the settlement of disputes: Section 1 on Complaint procedures (Article 99 and 100), and Section 2 on ADR procedures and penalties (Articles 101-103).
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