Version date: 23 May 2018 - onwards
  Version 4 of 4    

Chapter 10 Errors and complaints resolution (effective from 23 May 2018)

Clarification of scope

Payment Services


Provision 10.2(c) of this Code applies to regulated entities providing payment services without prejudice to the rights and obligations arising pursuant to Part 4 (Rights and Obligations in relation to the provision and use of payment services) of the European Union (Payment Services) Regulations 2018 (S.I. No. 6 of 2018).

Complaints Resolution

Where regulated entities are providing payment services, provisions 10.9(c) and 10.9(d) of this Code do not apply to them.

Where regulated entities are providing solely account information services, provisions 10.7 to 10.12 of this Code do not apply to them.

Code of Conduct on Mortgage Arrears (CCMA)

With effect from 1 July 2013, in accordance with provision 55 of the CCMA, to the extent that the loan is a mortgage loan to which the CCMA applies and the complaint is submitted by a borrower in relation to the lender's treatment of the borrower's case under the CCMA,or the lender's compliance with t