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Payment Services Regulations 2017
Governs how payment firms must handle authorised and unauthorised payments, including liability for unauthorised transactions.
8,474banking decisions citing this rule
UKjurisdiction
In force from 13 January 2018 — PSRs 2017 replaced the 2009 regulations.
Before and after it took effect
| Period | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Before | 80 | 25 | 31.3% |
| After | 8,336 | 2,448 | 29.4% |
This is a comparison, not a causal claim. Plenty changes between two periods besides one rule — the mix of complaints, which firms are in scope, and how the Ombudsman approaches a maturing issue. A shift here is a reason to ask what happened, not an answer. Dates are derived from the acceptance deadline, so decisions close to the commencement date may fall on either side.
The harms this rule produces
Issues most often decided in cases where this rule was cited.
| Issue | Decisions | Uphold rate |
|---|---|---|
| APP scam refund refused | 6,274 | 28.8% |
| Unauthorised transaction | 1,839 | 32.3% |
| Complaint handling | 473 | 49.0% |
| Card dispute or chargeback | 337 | 24.0% |
| Support for vulnerable customers | 335 | 29.0% |
| Account closed or refused | 171 | 16.4% |
| Payment delayed or failed | 89 | 41.6% |
| Service failure | 86 | 74.4% |
| Credit file reporting | 70 | 67.1% |
| Charges and fees | 48 | 64.6% |
| Funds blocked or frozen | 37 | 32.4% |
| Identity checks and access | 33 | 54.5% |
How the United States handles the same risk
Regulation E (Electronic Fund Transfer Act)
US error-resolution and liability rules for electronic transfers.