Complaints process in respect of payment service providers

If a person, in a natural or legal capacity, is dissatisfied with the service provided by a payment service provider, he/she may submit a complaint. While the Central Bank of Malta does not investigate individual complaints submitted by natural persons or micro enterprises, the payment service provider must have a complaints procedure in place for resolving disputes as per Central Bank of Malta Directive No. 1 on the Provision and the Use of Payment Services.

The procedure as described hereunder provides guidance for individuals who want to lodge a complaint:

1. Lodge a complaint with the respective payment service provider

If a person has a problem with the services provided by the respective payment service provider, it is best to contact this provider directly through the respective complaints’ procedure. Information on how to submit a complaint is usually available on the payment service provider’s website as well as on the terms and conditions of the financial service. The payment service provider should submit a reply within 15 working days from receipt of the complaint.

2. Refer the complaint to the Office of the Arbiter for Financial Services (if a natural person or micro enterprise) or the Central Bank of Malta (if a legal person)

If the complainant is not satisfied with the reply provided by the payment service provider, natural persons and micro enterprises may refer the complaint to the Office of the Arbiter for Financial Services (Arbiter) which is an autonomous and independent body with the power to mediate, investigate, and adjudicate complaints filed against payment service providers licensed by the Malta Financial Services Authority (MFSA). Further information about the Arbiter can be found either by calling on (+356) 80072366, (+356) 21249245 or (+356) 79219961, or alternatively by visiting the Arbiter’s website.

Legal persons may submit a complaint with the Central Bank of Malta by visiting the Contact Us page on the Central Bank of Malta’s website. The following information should be provided:

Identity and contact details of the complainant;
Identity of the payment service provider involved;
A brief and clear description of the situation which gave rise to the complaint.