The payment service providers involved in the account change process are required to provide the following information free of charge to bank customers:

• The tasks that they are required to undertake in each stage of the account change process;

• The deadlines for completing each of these tasks;

• Any fees that may be required from the bank customer;

• The information that the bank customer should provide to the recipient payment service provider and, where applicable, to the submitting payment service provider;

• Alternative dispute resolution procedures;

• Personal information regarding permanent orders and direct debits;

In addition, the payment service provider of origin shall provide free of charge a list of standing orders in the account of origin, available information on the direct debit authorisations subject to change and on recurring credit transfers to the bank customer and the recurring direct debits ordered by the creditor that have been executed in the account in the last 13 months.

In cases where the account of origin cannot be closed, at the request of the bank customer, the payment service provider must inform the customer of that circumstance.