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Across
  1. 3. to allow a Direct Debit to be collected from an account, authority must be given by the account holder
  2. 5. Your payment was declined as there wasn't enough money in the account
  3. 9. Transaction not permitted to the cardholder or the customer
  4. 10. Identification of the card is invalid
  5. 11. service which allow customers to make and receive payments to and from their accounts
  6. 14. is an industry wide effort to reduce fraud by asking customers to confirm their identity when making a payment online
  7. 15. is a regular payment that pays a fixed amount to the same recipient on regular dates
  8. 19. are one-off payments sent and received on a pre-arranged date, set up by customer in advance
  9. 22. used by businesses and government institutions for taking regular or recurring payments like household bills, subscriptions, memberships, charitable donations etc.
  10. 23. Your payment was declined as you entered the wrong PIN
Down
  1. 1. sent to customer if complaint is still unresolved within 4 weeks
  2. 2. Cardholder must change the PIN to be able to perform the transaction
  3. 4. Complaints about how an interaction was handled by a colleague(s) or the business
  4. 5. sent to customer if complaint is still unresolved within 8 weeks
  5. 6. sent within three business days if complaint is not resolved
  6. 7. Card has expired, currently means that customer has entered incorrect expiry date
  7. 8. any expression of dissatisfaction whether justified or not where there is no claim of financial loss, material distress or inconvenience
  8. 10. any oral or written expression of dissatisfaction about how a financial service, claims management service or a redress determination has been provided, or failed to be provided
  9. 12. sent when complaint is resolved within three business days
  10. 13. responsible for the schemes behind the clearing and settlement of UK automated payment methods
  11. 16. can come in all shapes and sizes however this is not limited and you should use your emotional intelligence and common sense during interactions
  12. 17. this section must contain issue details from IRISP model
  13. 18. payment related complaint
  14. 20. an automated ‘pull payment’ which gives merchants the ability to pull (take) money from your account
  15. 21. Number of withdrawal transactions exceeds card limit