Complaints Commissioner issues final report in PSR complaint-handling case

Industry News | 09/05/19

The Complaints Commissioner has published a final report following a complaint to the Payment Systems Regulator (PSR) concerning how the BACS direct debit indemnity claim (DDIC) system works. The case involved several payments being made to the complainant’s company under the BACS direct debit system which were refunded to the payer under DDIC on the grounds that the amount paid or the date the payment was taken on had differed from the amount or date shown in the advance notice which had been sent to the payer. The complainant said the payment or date did not differ from the advance notice, and therefore the refund should not have been made. In response the Complaints Commissioner recommended that the PSR reviews its complaints handling process and a payment of £300 was awarded for distress and inconvenience.