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.
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 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 the 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). You should be aware that in order to complain to the Financial Ombudsman Service, your complaint will need to meet the relevant eligibility criteria for the Financial Ombudsman Service, which may, in turn, depend on your status, the PayPal product that your complaint relates to, and the nature of your complaint.
You can also make a complaint to the Financial Conduct Authority. Information on contacting the Financial Conduct Authority can be found at https://www.fca.org.uk/contact.
Every six months both the Financial Conduct Authority and the Financial Ombudsman Service 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 first half of 2024, click here.
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