Manage enquiries, complaints and disputes
The Dispute Management System (DMS) is a communication process that helps organisations manage enquiries, complaints and disputes among themselves, fairly and effectively.
It’s a voluntary system built around best practice standards and promotes a dialogue that’s clear, consistent, transparent and ethical.
For account providers and third party providers
The DMS is not for customers to use in complaints or disputes. It’s a voluntary mechanism for account providers and third party providers to talk to one another. The DMS doesn’t take the place of alternative dispute processes, and it’s not compulsory to sign up to it. You don’t need to be enrolled with Open Banking to use the DMS.
Its purpose is to help any organisation manage enquiries, complaints and disputes related to Open Banking. For example:
- Requests for information or exchange of information
- Requests for a redress repayment (for example, where a party has paid out in response to a complaint or dispute, but believes the liability lies with another party)
- Complaints forwarding
The DMS is a communication process: it’s up to the parties involved to agree the resolution. If the parties can’t reach a resolution, the DMS provides a structured pathway to mediation, adjudication or arbitration. Open Banking doesn’t play any part in helping parties reach a resolution.
The DMS was set up by Open Banking, in consultation with stakeholders from UK Government, regulators, the financial services sector and consumer groups.
- Code of Best Practice (PDF)
Sets out the voluntary principles and best practice standards to be followed when using the DMS.
- Questions to ask a claimant when receiving a case (Word)
Nine questions to help you gather the information you’ll need for the case. Use this alongside the other case forms.
- Payment Initiation Related Case Form (Word)
Use this to communicate between parties involved in a case related to payment initiation services.
- Account Information Related Case Form (Word)
Use this to communicate between parties involved in a case related to account information services.
- Reason codes (Excel)
Standardised reason codes to assign to each case.