Help Centre
How UK PayPal customers can 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.
Submit a complaint to PayPal
Submit a complaint about PayPal
What happens next?
We'll aim to respond to your complaint as quickly as possible; however, depending on the complexity of the issue, it can take up to 15 working days for payments-related complaints and up to 8 weeks for all other complaints. If there's any delay in our final response, we'll send you an update on our progress.
After our response
After completing the complaint escalation process, if the outcome isn't to your satisfaction and you are a UK PayPal customer, you can refer your complaint to one of the following:
UK Financial Ombudsman Service (FOS) - the FOS is a free, independent service, which might be able to settle a complaint between you and us. You may obtain further information regarding the FOS and contact the FOS at https://www.financial-ombudsman.org.uk. If you’re a larger SME, your complaint isn’t eligible for the FOS, which is only able to resolve disputes for consumers and smaller SMEs (such as micro-enterprises, small businesses, charities, trustees, or guarantors).
Or, alternatively:
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, L-1150 Luxembourg. You may obtain further information regarding the CSSF and how to contact them at https://www.cssf.lu. For complaint-specific information, please refer to https://www.cssf.lu/en/customer-complaints/.

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Complaints Data
Every six months both the Financial Conduct Authority and the Financial Ombudsman Services publish complaints data about individual financial businesses. We've therefore provided a summary of our latest complaints data. Providing excellent customer service and satisfaction is very important to everyone at PayPal, so when things go wrong, we want to resolve them quickly and fairly.
To see a summary of our complaints data for the second half of 2022, click here.

PayPal (Europe) S.à r.l. et Cie, S.C.A. is deemed authorised and regulated by the Financial Conduct Authority. The nature and extent of consumer protections may differ from those for firms based in the UK. Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the UK for a limited period while seeking full authorisation, are available on the Financial Conduct Authority's website. Some PayPal products including PayPal Pay in 3, Pay After Delivery, PayPal Working Capital, and Cryptocurrency services are not regulated by the Financial Conduct Authority.

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