Complaints Procedure at a Payment Service Provider

(1) A payment service provider must establish and apply appropriate and effective procedures for redressing complaints concerning the rights and obligations of payment service users under sections 675c to 676c of the Civil Code or Article 248 of the Introductory Act to the Civil Code (complaints procedure at a payment service provider).
(2) The complaints procedure at a payment service provider applies in each Member State and other state party to the Agreement on the European Economic Area in which the payment service provider offers payment services. It must be available in an official language of the relevant Member State or in another language agreed between the payment service provider and the payment service user.
(3) A payment service provider must answer complaints from payment service users in paper form or, where agreed between the payment service provider and the payment service user, on another durable medium. The payment service provider's answer must be given within a reasonable time, and at the latest within 15 working days of receipt of the complaint, and must address all points raised by the payment service user. Where a payment service provider is exceptionally unable, for reasons beyond its control, to reply within 15 working days, it must send a holding reply, clearly indicating the reasons for a delay in answering the complaint and specifying the deadline by which the payment service user will receive the final reply. The final reply must in any case be received no later than 35 working days after receipt of the complaint.
(4) A payment service provider must, correspondingly to section 36(1), no. 1 of the Consumer Dispute Resolution Act, inform payment service users of the competent consumer arbitration body, even where it has no website and does not use general terms and conditions, or the payment service user is not a consumer. Where the payment service provider has no website or does not use general terms and conditions, the information under the first sentence must be given in the payment service contract. The information under the first sentence must also state where further information about the competent body for alternative dispute resolution and the conditions for invoking it can be obtained.