Making a Complaint Regarding PayPal, Inc.
If you are dissatisfied with Hyperwallet services, please file a complaint with Hyperwallet's Support Center before making a complaint in your jurisdiction.
You may contact our Support Center here.
If your issue is not resolved, residents of certain states may also consider filing a complaint with the state agencies listed here.
European Economic Area and United Kingdom
Hyperwallet services are provided to users in the European Economic Area and the United Kingdom by PayPal (Europe) S.à.r.l. et Cie, S.C.A., which may provide Payment Processing Services to you.
PayPal (Europe) S.à r.l. et Cie, S.C.A. (R.C.S. Luxembourg B 118 349) is duly licensed as a Luxembourg credit institution in the sense of Article 2 of the law of 5 April 1993 on the financial sector as amended (the “Law”) and is under the prudential supervision of the Luxembourg supervisory authority, the Commission de Surveillance du Secteur Financier. From 1 January 2021, 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.
Making a Complaint Regarding PayPal Europe
To file a complaint, please contact the Customer Support Center for PayPal Europe before contacting your jurisdiction with a complaint.
There are several ways to contact PayPal Europe, which can be found by clicking here.
For UK resident users only, we will aim to respond to your complaint as quickly as possible; however, depending on the complexity of the issue, it may take up to 15 business days for payments-related complaints and up to 8 weeks for all other complaints. If there is any delay in our final response, we will send you an update on the progress. If we fail to resolve your complaint to your satisfaction you may refer your complaint to the Financial Ombudsman Service. 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 http://www.financial-ombudsman.org.uk or by visiting the EU’s Online Dispute Resolution site at https://ec.europa.eu/consumers/odr.
For EEA resident users only, if we fail to resolve your complaint to your satisfaction you may choose to escalate it be contacting one of the following:
- European Consumer Centre (ECC-Net). For EEA resident users only. You may obtain further information regarding the ECC-Net and how to contact them at (https://ec.europa.eu/info/live-work-travel-eu/consumers/resolve-your-consumer-complaint/european-consumer-centres-network_en).
- 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. 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 or by visiting the EU’s Online Dispute Resolution site at https://ec.europa.eu/consumers/odr.
Canada
Hyperwallet Systems Inc. is registered as a money services business with both the Canadian Financial Transactions and Reports Analysis Centre (FINTRAC), no. M08905000, and the Quebec Autorité des Marchés Financiers (AMF), no. 901204 (click here for a copy of the AMF license). Hyperwallet Systems Inc. is federally incorporated, with a registered office at Suite 2600, Three Bentall Centre, 595 Burrard Street, P.O. Box 49314, Vancouver, B.C. V7X 1L3.
Making a Complaint Regarding Hyperwallet Systems Inc.
To file a complaint, please contact the Hyperwallet Customer Support Center here.
Australia
Hyperwallet Systems Australia Pty Ltd is registered with the Australian Securities and Investments Commission ("ASIC"), no. 616 937 716, with a registered office at c/o MinterEllison, Governor Macquarie Tower, 1 Farrer Place, Sydney NSW 2000, Australia. Hyperwallet Systems Australia Pty Ltd holds an Australian Financial Service ("AFS") license (click here for further information).
Financial Services Guide
Access a copy of Hyperwallet Systems Australia Pty Ltd's Financial Services Guide here.
Making a Complaint Regarding Hyperwallet Systems Australia Pty Ltd
To file a complaint, please contact the Customer Support Center for Hyperwallet Systems Australia Pty Ltd before contacting your jurisdiction with a complaint, which can be found by clicking here.
After first contacting Hyperwallet Systems Australia Pty Ltd, if your complaint is unresolved 45 days from the date you first made the complaint, you may refer it directly to the Australian Financial Complaints Authority (“AFCA”) by e-mailing info@afca.org.au, calling 1800 931 678 (free call), or visiting www.afca.org.au
