Customer Experience Guidelines

Payment Initiation

This version is:

Published 4 months ago 07 Apr 2022

Customers will use Open Banking products and services if their experience matches their expectations for ease of use, to inform their financial decisions. So the interface between TPPs and ASPSPs only introduce enough friction to provide the customer with control and trust.

Overview

Open Banking API specifications support Payment Initiation Services (PIS) that enable a PISP to initiate a payment order, with the PSU’s explicit consent, from their online payment account held at their ASPSP. The PISP is then further able to retrieve the status of a payment order. This section describes how each of the Participants (PISPs and ASPSPs) in the delivery of these services can optimise the customer experience for these services. Furthermore, it provides some clarifications to these Participants on the usage of the APIs which are not covered by the technical specifications, and some best practice guidelines for implementation of the customer journeys.

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Please note that ASPSPs do not need to support the initiation of certain payment methods described in this section by a PISP, where the ASPSP does not support such transactions through any of their own online channels (such as future dated foreign transactions and bulk payment files).

If the customer is able to initiate, for example, international payments, recurring transactions or a batch file of payments online, they should also be able to do so via a PISP, irrespective of the channel the customer has used to access the PISP1.

PIS Core journeys

Single Domestic Payment

Operational Guidelines Checklist

The Operational Guidelines Checklist is an essential tool enabling Participants to self-attest against key criteria identified by the Operational Guidelines. Participants answer specific questions to demonstrate conformance to the Operational Guidelines.

This version was published 9 Months ago 21 Oct 2021

Change and communication management

This chapter outlines various change scenarios that may impact TPPs and provides guidance for an ASPSP to consider when implementing a change and communicating to TPPs.

This version was published 2 Years & 10 Months ago 23 Sep 2019

Change and Communication Management

This chapter outlines various change scenarios that may impact TPPs and provides guidance for an ASPSP to consider when implementing a change and communicating to TPPs.

This is the latest version published 4 Months ago 04 Apr 2022

Problem Resolution

Policies, procedures and systems that an ASPSP should create and embed to demonstrate effective problem resolution for TPPs using their dedicated interface and test facility.

This is the latest version published 4 Months ago 04 Apr 2022

Dedicated Interface Requirements

Guidance for ASPSPs to demonstrate that their dedicated interface has been designed and tested in line with EBA requirements, that has been appropriately stress tested and to evidence wide usage by TPPs.

This version was published 2 Years & 10 Months ago 23 Sep 2019

Availability and performance

TPPs need to be able to rely on highly available and well performing dedicated interfaces provided by ASPSPs, so that they can in turn provide reliable services to their customers.

This version was published 2 Years & 7 Months ago 20 Dec 2019

Operational Guidelines Overview

The Operational Guidelines ("the OG") and Operational Guidelines Checklist ("the OG Checklist") have been designed to support ASPSPs with their request for an exemption from providing a contingency mechanism.

This version was published 2 Years & 1 Month ago 25 Jun 2020