Your satisfaction matters. We are committed to giving you great service. In order to do this we need you to let us know when we get things wrong. We want to help you resolve your complaint as quickly as possible.
We treat 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 Stripe.
We aim 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 their complaint within 2 business days. Residents of or businesses based in Australia will receive an acknowledgment within 1 business day and residents of or business based in India and Brazil will receive an acknowledgment within 24 hours.
We 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, we 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 your written complaint. However, we adjust this deadline in accordance with requirements under the law for the following regions:
If you are dissatisfied with our 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.
Canada
This information is for Stripe users based in Canada that are serviced by Stripe Payments Canada Ltd. (SPCL). Stripe has established a process for managing potential Code of Conduct for the Payment Card Industry compliance violations. If you have a complaint about a particular element of the Code, please submit your complaint using our Complaint Form and identify the elements of Code that the complaint pertains to.
Stripe will provide the following promptly after a complaint has been investigated and addressed:
1. a summary of the complaint;
2. the final result of the investigation; and,
3. the final decision, including an explanation.
If you have made a complaint to SPCL and are not satisfied with the response received, you can refer your complaint to the Financial Consumer Agency of Canada by calling 1-866-461-3222 or emailing info@fcac-acfc.gc.ca.
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 the date of the conduct complained of. You can find further information on STEL’s Complaints Handling Policy 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 the date of the conduct complained of. You can find further information on STEL’s Complaints Handling Policy 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 our Nodal Officer. If you still remain dissatisfied with the response, you can refer your complaint to the RBI Ombudsman. You can find further information on the escalation matrix and on referring your complaint to the RBI Ombudsman 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.