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How to Complain to PayPal (UK)
PayPal says UK customers submit a complaint through its online complaints portal (Submit a complaint about PayPal). It aims to resolve payment-related complaints within 15 working days and other complaints within 8 weeks. If it is not put right, you can take it to Financial Ombudsman Service.
At A Glance
Guide Disclaimer
Free guide only. Complaints about banks, cards, loans and insurance are regulated financial matters, so we give free information and letter templates here but do not take these on as cases. We cannot tell you whether you are eligible for a refund or compensation.
CPUK is not authorised or regulated by the Financial Conduct Authority and is not a claims management company.
Your Rights
What the rules say, with a link to the official source for each.
Complaining to PayPal (UK)
How to Complain
PayPal says UK customers submit a complaint through its online complaints portal (Submit a complaint about PayPal). It aims to resolve payment-related complaints within 15 working days and other complaints within 8 weeks. source
When You Can Escalate
Per the Financial Ombudsman Service: most complaints, the business has up to 8 weeks to consider the complaint before you can go to the Ombudsman; complaints about fraud, scams, payment services and electronic money have a shorter 15-day deadline. You must bring a complaint to the Ombudsman within 6 months of the date on the firm's final response. For electronic money, FOS says the firm must respond within 15 days (or explain the delay) and has 35 days in total to send a full response. Scheme: Financial Ombudsman Service. source
Buy Now Pay Later
It Is Now Regulated
The FCA has regulated 'deferred payment credit', often called buy now pay later, since 15 July 2026. It is interest-free credit repayable in 12 or fewer instalments over 12 months or less, and it is regulated when the lender and the seller are different businesses. source
Older Agreements
Agreements taken out before 15 July 2026 remain unregulated, and buy now pay later offered by the same business that sells you the goods is not regulated. source
Affordability Checks
Lenders must check that you can afford to repay before you take out an agreement, and tell you before you agree the amount you will borrow, when and how much you will repay, the late fee, and your rights and protections. source
Missed Payments
If you miss a payment, the firm must contact you and explain what it means. If you are struggling, contact your lender early, as it must provide support under the rules. source
Section 75
Section 75 of the Consumer Credit Act is available for regulated buy now pay later, giving the same protection as paying by credit card, so you can claim from the lender if something is faulty or not delivered. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksGo to Financial Ombudsman ServiceOr sooner if PayPal (UK) sends a final (deadlock) response
- 15 Jul 2026Buy now pay later regulated by the FCAFor agreements taken out from 15 July 2026
- 60 daysBreathing SpaceUp to 60 days, or mental health crisis treatment plus 30 days
- 12 monthsUse Breathing Space againNot within 12 months, unless it was for a mental health crisis
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to PayPal (UK) in writing using the route below, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, take it to Financial Ombudsman Service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. All are free.
PayPal (UK) Complaints
Always start here, in writing.
Financial Ombudsman Service
After 8 weeks, or when you get a final (deadlock) response.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Good to Know
Small things that make your complaint stronger.
If you have been scammed, call your bank straight away. Rules from 7 October 2024 mean most banks must refund bank-transfer scam victims, up to £85,000, if you claim within 13 months of the last payment.
If you paid for goods or services by credit card (over £100 and up to £30,000) you may be able to claim from the card provider under Section 75. For debit cards, ask about a chargeback.
Ask for a final response in writing. You have 6 months from the date of that final response to go to the Financial Ombudsman Service.
Consumer Protection UK is independent and is not connected to PayPal (UK). This guide uses information published by PayPal (UK) and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
We do not take these complaints as cases, but our free letter templates can write your complaint for you, and Financial Ombudsman Service is free.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- paypal.com/uk/cshelp/complaints Checked 2 October 2026
- financial-ombudsman.org.uk/consumers/how-to-complain Checked 2 October 2026
- fca.org.uk/consumers/buy-now-pay-later Checked 12 October 2026