S.L. 376.8 Art. 44Complaints.

(1) Further to any Rules which the competent authority may issue from time to time, payment service providers shall have their own internal complaints-handling procedures, which should be made available to their consumers at all time and free of charge.

(2) Following the investigation of the complaint by the payment service provider, the final response should be provided to the consumer within fifteen days after receipt of the complaint.

(3) In the event that the consumer does not accept the redress proposed by the payment service provider or where a complaint has not been upheld, the payment service provider is required to notify the consumer of the right to lodge a complaint in writing with the Office of the Arbiter for Financial Services.