Your platform partners with Stripe for secure payments. Stripe is committed to giving you great service. In order to do this Stripe needs you to let us know when we get things wrong. We want to help you resolve your complaint as quickly as possible.

Stripe treats any expression of dissatisfaction with our services or products as a complaint and will aim to respond. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve.

Ways to submit a complaint

What to expect

Stripe aims to respond to your complaint as quickly as possible and in accordance with any requirements under law. If we are unable to resolve your complaint instantly, we will send an acknowledgement of your complaint within 5 business days of receiving it. Residents of or businesses based in Malaysia, however, will receive an acknowledgment of your complaint within 2 business days.

Stripe will have a qualified representative to complete a fair and thorough investigation. In most cases, we will provide a written Final Response to your complaint within 15 business days of receiving it, depending on its complexity. Residents of or businesses based in Brazil, however, will receive a written Final Response within 10 business days.

In exceptional circumstances we may need more time to complete our investigation. If this happens, Stripe will let you know and explain our reasons. In most cases, our written Final Response will not exceed 35 business days from the date we received it. However, Stripe adjusts this deadline in accordance with requirements under the law for the following regions:

• Australia - Stripe’s written Final Response will not exceed 30 calendar days from the date we received your complaint.
• Brazil - Stripe’s written Final Response will not exceed 20 business days from the date we received your complaint.
• Malaysia - Stripe’s written Final Response will not exceed 30 calendar days from the date we received your complaint.

If you are dissatisfied with Stripe’s Final Response to your complaint, laws may provide you with the right to refer your complaint to a complaint agency or regulator.

Australia

This information is for Stripe users based in Australia that receive regulated financial services from Stripe Payments Australia Pty Ltd (SPAPL). If you have made a complaint to SPAPL and are not satisfied with the response received, you can refer your complaint to the Australian Financial Complaints Authority. You can find further information on SPAPL’s Complaint Handling Policy and further information on referring your complaint to Australian Financial Complaints Authority here https://www.afca.org.au/make-a-complaint.

Brazil

This information is for Stripe users based in Brazil that are serviced by Stripe Brasil Participações Ltda. (SBPL). If you have made a complaint to SBPL and are not satisfied with the response received, you can refer your complaint to Stripe’s Ombudsman in Brazil. You can find further information on referring your complaint to Stripe’s Ombudsman in Brazil here.

European Economic Area (EEA) countries

This information is for Stripe users based in EEA countries that receive regulated financial services from Stripe Technology Europe Limited (STEL). If you have made a complaint to STEL and are not satisfied with the response received, you can refer your complaint to the Financial Services and Pensions Ombudsman within 6 years of our final response to your complaint. You can find further information on STEL's Complaints Handling Policy here STEL_Complaints_Handling_Policy_Board_Approved_2021-11_1_.pdf and further information on referring your complaint to the Financial Services and Pensions Ombudsman here https://www.fspo.ie/make-a-complaint/how-to-make-a-complaint-to-the-fspo/.

France

In addition to the methods mentioned above, you may also submit a complaint by phone (toll-free) at +33 805 11 19 67 Monday through Friday 9am-5pm GTM (except public holidays) or by postal mail at Stripe Payments Europe, Ltd. 10 Boulevard Haussmann, 75009 Paris, France.

This information is for French users that receive regulated financial services from Stripe Technology Europe Limited (STEL). If you have made a complaint to STEL and are not satisfied with the response received, you can refer your complaint to the Financial Services and Pensions Ombudsman within 6 years of our final response to your complaint. You can find further information on STEL's Complaints Handling Policy here STEL_Complaints_Handling_Policy_Board_Approved_2021-11_1_.pdf and further information on referring your complaint to the Financial Services and Pensions Ombudsman here https://www.fspo.ie/make-a-complaint/how-to-make-a-complaint-to-the-fspo/.

India

This information is for Stripe users based in India that are serviced by Stripe India Private Ltd. (SIPL). If you have made a complaint to SIPL and are not satisfied with the response received, you can refer your complaint to the Nodal Officer. You can find further information on referring your complaint to the Nodal Office here.

United Kingdom, Switzerland, and Gibraltar

This information is for Stripe users based in the United Kingdom, Switzerland or Gibraltar that receive regulated financial services from Stripe Payments UK Limited (SPUKL). If you have made a complaint to SPUKL and are not satisfied with the response received, you can refer your complaint to the Financial Ombudsman Service free of charge within 6 months of our final response to your complaint. You can find further information on SPUKL’s Complaints Handling Policy and further information on referring your complaint to the Financial Ombudsman Service here https://www.financial-ombudsman.org.uk/consumers/how-to-complain.