If you want to ask the PSR to review or investigate a dispute your organisation or business is involved in you must provide the information asked for in our disputes form (or explain why you cannot provide this information).
The enquiry process
Following receipt of an application we will review it and assess whether it contains the necessary information and documentation and enough detail for us to be able to consider the application properly. We may need to contact you for further details if this is not the case.
If we are satisfied that we have sufficient information to consider the application we will allocate an open an initial enquiry with an enquiry number.
The initial enquiry phase involves the PSR considering whether or not it is appropriate for us to handle a dispute. We may decide that it is not appropriate for us for various reasons, including that there are alternative means available for resolving the dispute or that our handling of it would not fall under our Administrative Priority Framework, published at the same time as our Policy Statement.
The framework helps us to use our resources in the most efficient way to further our statutory objectives, to discharge our functions and carry out our duties under FSBRA and other legislation we are responsible for.
To decide whether we handle a dispute we will initially consider the degree to which taking action provides us with an opportunity to advance one or more of our statutory objectives, functions or duties, as we are unlikely to pursue an action which does not clearly do this.
Confidentiality
Applicants must identify in the form and in any supporting documents any information which they consider to be confidential and which, if disclosed, could significantly harm the legitimate interests of a party (to the dispute or otherwise).You must also explain why you consider that information is confidential. Blanket claims of confidentiality are not acceptable.
You should also provide a non-confidential version of your application and any supporting documentation where all confidential information has been removed.
If you want to ask the PSR to review or investigate a dispute your organisation or business is involved in you must apply to the PSR by providing the information asked for in our disputes form (or explain why you cannot provide this information).
Download the form, and email the completed application too psrapplications@psr.org.uk along with any supporting documents
Wherever possible please provide your application and supporting documents in Word format or in searchable PDF format.
Appendix 1 and paragraphs 8.1 to 8.6 of the PPG provide more detailed information and guidance on how to apply to the PSR about disputes.
Important: you must provide a signed declaration
Any application made to the PSR must be accompanied by a signed declaration by an officer of the company.
Copy and paste the text below, complete and have an officer sign it, and send with your application to psrapplications@psr.org.uk
DECLARATION
Before making this application to the PSR, to the best of my knowledge and belief [name of firm/company/organisation] has sought to resolve the dispute concerned through commercial negotiation and available alternative dispute resolution processes. All information and evidence provided in making this application to the PSR is, to the best of my knowledge and belief, true and accurate.
Signed
Position
Business or organisation
Date
-
Administrative Priority Framework
This Administrative Priority Framework is to be read alongside our Objectives Guidance. -
PSR PS 15/1: A new regulatory framework for payment systems in the UK
This Policy Statement confirms how we will regulate the payment systems industry from 1 April 2015, and reports on the main issues arising from Consultation Paper PSR CP 14/1. -
Complaints and disputes
We will investigate concerns but there are strict criteria.