Regulation 16 Bank to inform complainant about available out-of-court redress procedure.

If a complaint relating to an alleged infringement of the SEPA Regulation by a payment service provider is in the first instance made to the Bank, the Bank shall inform the complainant of the right to make a complaint to the Financial Services and Pensions Ombudsman and to have the complaint determined in accordance with Parts 5 and 6 of the Financial Services and Pensions Ombudsman Act 2017.