Verified: 8 March 2026 06:45 pm UK Time
Industry: Financial Technology (Electronic Money Institution)
Jurisdiction: United Kingdom
Primary Regulators: Financial Conduct Authority (FCA)
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. PayPal staff will never ask for your account password, your 2FA security codes, or ask you to download remote desktop software to “fix” your account.
Level 1: Customer Support (Initial Complaint)
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How to complain: You can raise a complaint directly through the Resolution Centre in your PayPal account, by using the Message Centre, or by calling their official routing numbers.
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General Customer Service: 0203 901 7000
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PayPal Credit & Fraud: 0800 368 7155
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Source Verification Note: PayPal UK Contact Us
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Availability: General telephone support and the Message Centre are available Monday to Sunday, 8:00 AM to 6:30 PM (UK Time).
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Timeline: Under FCA rules, PayPal must send a Summary Resolution Communication if they resolve the issue within 3 business days. If not, they must formally acknowledge the complaint in writing.
Level 2: Formal Corporate Escalation (Notice of Dispute)
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Who to contact: If customer service cannot resolve the issue (or if your account is permanently limited/frozen and you cannot use the Resolution Centre), you must formally escalate it to their central legal team. Send a written letter detailing your account email, a timeline of the issue, and your desired resolution to their UK headquarters: PayPal UK Ltd, Attention: Legal Department, 5 Fleet Place, London, EC4M 7RD. Sending this via Royal Mail Signed For is highly recommended to prove receipt.
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Source Verification: PayPal UK User Agreement
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Timeline: * Payment Services: If your complaint is regarding a payment, transfer, frozen account balance, or unauthorized transaction, FCA rules state PayPal must issue a Final Response Letter within 15 business days (extendable to 35 days only in exceptional circumstances).
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General Complaints: For all other issues (like standard PayPal Credit financing disputes), PayPal has up to 8 weeks to issue their Final Response Letter.
Level 3: Regulatory Authority (Government Ombudsman)
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Authority: Financial Ombudsman Service (FOS)
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Portal/Contact: The FOS is the UK’s official, free dispute resolution service for financial complaints. You can submit a complaint online or by email:
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Website: financial-ombudsman.org.uk
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Phone: 0800 023 4567
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Timeline (CRITICAL): You can only refer your complaint to the FOS after you receive a Final Response Letter from PayPal, OR if they have missed their 15-day / 8-week legal deadline to provide one. You must escalate the complaint to the FOS within 6 months of the date printed on your Final Response Letter.
Level 4: Legal Action (Final Step)
- Pre-Litigation: Before commencing legal proceedings, UK legal protocols require you to send a formal “Letter Before Action” (LBA) to PayPal UK Ltd’s legal department at their Fleet Place headquarters. This letter must outline your claim, the exact legal or contractual breach, the evidence, and the financial remedy you seek, giving them a final 14 to 30 days to settle.
- Court: If the LBA fails and the Ombudsman cannot resolve it, you can file a lawsuit. For financial claims up to £10,000 in England and Wales, you can use the Money Claim Online (MCOL) portal to enter the Small Claims Track. For complex claims or those exceeding £10,000, you will likely need to instruct a solicitor and proceed to the County Court or High Court.
- Source Verification: Make a court claim for money (GOV.UK)
Community Action: Is PayPal UK still ignoring your frozen account or buyer protection dispute? Reply below (do not share your passwords, full account numbers, or PINs), and our community will point you to the right FOS complaint templates!