Mr. John Palmer:

To be honest, that is getting into detail that I did not look into. It does say that if it is unauthorised it has to be refunded but there is no requirement other than the case I outlined where authorised fraud has to be done. However, I am aware from the general reading of the regulation, and I will admit to being relatively new to the area, that they can investigate cases and can take some time to ascertain. Ultimately, if the payments service provider is out of order on that, the first step is for the customer to appeal internally and then if they are not satisfied with the outturn there, they can go to the Financial Services and Pensions Ombudsman. I would have to look into it and check it out.