Issues and Disputes

Current Issues Status

To share known issues with Participants, a public facing page can be found here:

https://openbanking.atlassian.net/wiki/spaces/DZ/pages/504496461/Current+Issues

As part of our continuous improvement initiative we are automating this page. Information will not be shared without the ticket owner’s permission.

ASPSP Issues: Downtime

Open Banking Ltd (OBL) operates a public facing ‘downtime’ page which can be found here:

https://openbanking.atlassian.net/wiki/spaces/DZ/pages/441614754/API+Downtime

It is populated automatically from content provided by Participants. Participants record planned and unplanned downtime, including intermittency. We conduct and end of month reconciliation on downtime tickets raised and availability MI provided by ASPSPs.

Issue Resolution

There are effectively two routes to issue and incident management:

Internal Open Banking Ltd (OBL) Incident Management

To raise an issue with Open Banking Ltd (OBL) directly, use the Jira Service Desk Process. This process is explained in greater detail in this PDF

https://standards.openbanking.org.uk/wp-content/uploads/2022/04/Jira-Service-Desk-Guide.pdf

External ASPSP Incident Management

An issue with an ASPSP or TPP should be raised directly with that Participant using the channels they make available.

Parallel Reporting

Under some circumstances, it is appropriate to raise a parallel ticket with OB (using the process referred to above). These tickets should mirror the ticket raised directly so that we have visibility of progress.

The circumstances under which parallel tickets are appropriate include:

• The topic is of general interest to open banking.
• The topic may be of general interest to other Participants. For example: an error reported by one Participant, could also be experienced by others. Open Banking Ltd (OBL)’s analysis and reporting can identify the potential impact of such issues and coordinate joint resolution.
• Open Banking Ltd (OBL)’s support is required to help achieve resolution when:
  • Technical engagement is key.
  • The Participants are not successfully engaging in an acceptable timescale.
  • The issue is urgent like an ASPSP’s endpoints are down.

Service Requests

Open Banking Ltd (OBL) have extended ticket types to include Conformance Certifications and Known ASPSP Issues. A service request can be made through the Open Banking Service Desk https://openbanking.atlassian.net/servicedesk/customer/portal/1.

When using the Open Banking Ltd (OBL) Service Desk to communicate with other participants and raising, TPP must ensure that they do not share customer personal data or any data which may be considered confidential or commercially sensitive.

The ticket types for this are listed below:-

• Access request:  For Confluence and other services.
• General query:  Information requests about the open banking ecosystem.
• Incident:  Report an issue.
• Known ASPSP Issues:  Report a known ASPSP issue.
• API Downtime:  For reporting API downtime.
• Conformance certification:  If you are an enrolled ASPSP and have signed T&Cs.
• Premium API Submission:  To submit a request.
• Programme Management Change Request (PMG):  To raise a change request relating to CMA Amended Order/Roadmap and/or related artefacts.

Customer Enquiry, Complaint and Dispute Process

Customers that engage in any open banking-enabled transactions such as account information services (AISPs) and payment initiation (PISPs)l may inevitably have enquiries, complaints and disputes particularly when an issue arises as a result of the transaction.

In this scenario, the customer may choose to contact the TPP or Account Servicing Payment Service Provider (ASPSP) to address their case, however, the said TPP or ASPSP may not have all the required information in hand to assist the customer. In this instance, it may be necessary for the TPP or ASPSP to need to connect to request or exchange information in the interest of supporting the customer.

Should the customer be dissatisfied with the outcome presented to them, the TPP or ASPSP interfacing with the customer may be able to refer the customer to the financial ombudsman service (FOS), alternative dispute resolution (ADR) or in some cases, to litigation.