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Compliance guidelines for financial products

Learn how to remain compliant with financial regulations when offering financial products in your platform.

The information in this page does not constitute legal advice. It only provides an overview of Adyen's compliance guidelines for financial products. For additional, non-legal clarifications about this content, reach out to your Adyen contact.

To offer Adyen's financial products to your users within your platform, you must follow Adyen's guidelines for topics like your user interface, communications, and reporting. These guidelines are required for your platform and Adyen to remain compliant with financial regulations.

Financial products

The information in this compliance guide applies to the following financial products offered by Adyen:

Overview of guidelines

The following table shows an overview of the compliance requirements that your platform must meet for each topic, and the financial products that the requirements apply to. Select the links in the table for detailed guidelines.

Topic Compliance requirements Applies to

User application and interface

Your user application and interface must:
  • Not present your platform as a bank.

  • Enable your users to request financial products.

  • Collect KYC information and send it to Adyen.

  • Show and provide access to the required agreements and user terms.

  • Collect consent from your users.

  • Show and provide access to the accepted agreements and user terms.

  • Enable your users to view and access information regarding their financial products.

  • For EU users: provide a Depositor Information Sheet.

  • Business accounts

  • Capital

  • Issuing

Account statements

Your account statements must:
  • Follow templates approved by Adyen.

  • Contain all the data provided by Adyen.

  • Include the contact information of your business.

  • Business accounts

  • Issuing

Marketing and communication with users

Ensure that this material:
  • Follows Adyen's guidelines for collateral materials.

  • Is approved by Adyen.

  • Discloses Adyen as the provider of the financial products.

  • Business accounts

  • Capital

  • Issuing

Customer service and support

Provide to your users:
  • Guidance on how to get support.

  • First and second lines of support.

  • Access to support channels.

  • Critical support 24/7 for specific notifications.

  • Business accounts

  • Capital

  • Issuing

Customer complaints

When receiving a complaint, you must:
  • Acknowledge and respond to the complaint.

  • Escalate security, legal, and regulatory complaints to Adyen.

  • Submit quarterly complaint reports to Adyen.

  • Business accounts

  • Capital

  • Issuing

Pricing and eligibility

You must submit the following to Adyen for approval:
  • The fees and/or credits for your users.

  • Your eligibility criteria to allow users to request financial products.

  • Business accounts

  • Capital

  • Issuing

Notification and reporting to Adyen

You must submit the following reports to Adyen:
  • Daily fraud report.

  • Daily card status report.

  • Quarterly complaint report.

  • Business accounts

  • Capital

  • Issuing

Keeping records

For at least five years after the termination of the financial product offering, keep copies of the following:
  • Customer consent to open accounts.

  • User interface.

  • Account statements.

  • Marketing materials and user communications.

  • Business accounts

  • Capital

  • Issuing