How to submit a complaint about PayPal
We aim to offer you excellent customer service, but we may not get it right every time. So, if you're dissatisfied with PayPal, please let us know and we'll do our best to fix things quickly and fairly.
What happens next?
We'll aim to respond to your complaint as quickly as possible. It may take up to 15 days for us to respond to payments-related complaints. Other complaints can take up to a month. We’ll send you an acknowledgement within 10 days. If there's any delay in our final response, we'll send you an update on our progress.
After our final response
If the outcome of your complaint about our services, after completing the complaint escalation process, isn’t to your satisfaction, you can escalate it by contacting one of the following:
- Commission de Surveillance du Secteur Financier (CSSF). The CSSF is the authority responsible for the prudential supervision of companies in the financial sector in Luxembourg, like us. You can contact the CSSF at 283 Route d'Arlon, 1150 Luxembourg, Luxembourg. You may obtain further information regarding the CSSF and how to contact them at: https://www.cssf.lu or by visiting the EU's Online Dispute Resolution site at https://ec.europa.eu/consumers/odr. For complaint-specific information, please refer to https://www.cssf.lu/en/customer-complaints/.
- European Consumer Center (<b>ECC-Net</b>) which is available to consumers. You may obtain further information regarding the ECC-Net and how to contact them at https://commission.europa.eu/live-work-travel-eu/consumer-rights-and-complaints/resolve-your-consumer-complaint/european-consumer-centres-network-ecc-net_en.
- Further information regarding additional alternative dispute resolution bodies that you may be able to refer your complaint to can be found in the Complaints section of our User Agreement.
More ways we can help
PayPal (Europe) S.à r.l. et Cie, S.C.A. is a credit institution (or bank) authorised and supervised by Luxembourg’s financial regulator, the Commission de Surveillance du Secteur Financier (or CSSF). CSSF’s registered office: 283, route d’Arlon, L-1150 Luxembourg. The CSSF maintains a register of the organizations that it regulates at https://supervisedentities.apps.cssf.lu/index.html?language=en#Home. PayPal is number B00000351 on the register, but you can also look us up on the register by our name. Trade Register Number: R.C.S. Luxembourg B 118 349.