All Braintree merchants must read, understand, and accept the agreements listed below, including the terms in your Bank Agreement
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PayPal Products and Services
Payment Technology Services
If you are dissatisfied with Braintree Payment services or your transactions, please file a complaint with Braintree's Customer Support Center.
You may contact our Get Help Support Center here.
We will attempt to resolve your complaint via our Customer Support Center.
For UK merchants 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.
For EEA merchants 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 one month for all other complaints. We will send you an acknowledgement within 10 days. If there is any delay in our final response, we will send you an update on the progress.
After completing the complaint escalation process, if the outcome isn't to your satisfaction, you can refer your complaint to one of the following:
UK Financial Ombudsman Service (FOS). For UK merchants only - 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. If you're a larger SME, your complaint isn't eligible for the FOS, which is only able to resolve disputes for consumers and smaller SMEs (such as micro-enterprises, small businesses, charities, trustees, or guarantors).
Or, alternatively:
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 110 Route d'Arlon L-2991 Luxembourg. You may obtain further information regarding the CSSF and how to contact them at http://www.cssf.lu or by visiting the EU's Online Dispute Resolution site https://ec.europa.eu/consumers/odr. Details on how to submit a complaint can be found at https://www.cssf.lu/en/customer-complaints/.
European Consumer Centre (ECC-Net) (if you are a consumer and if you are not based in the United Kingdom). You may obtain further information regarding the ECC-Net and how to contact them at http://ec.europa.eu/consumers/redress_cons/.
For merchants with seats in the European Union, Liechtenstein, Vatican City, Isle of Man, Guernsey, Jersey and San Marino or Norway, Braintree is provided by PayPal (Europe) S.à.r.l. et Cie, S.C.A., (R.C.S. Luxembourg B 118 349) (“PayPal”). PayPal 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 (the “CSSF”).The CSSF has its registered office in L-1150 Luxembourg. Because the funds processed by PayPal for you do not legally qualify as a deposit or an investment service, you are not protected by the Luxembourg deposit guarantee schemes provided by the Association pour la Garantie des Dépôts Luxembourg
Beginning from 1 January 2021, PayPal (Europe) S.à.r.l. et Cie, S.C.A., (R.C.S. Luxembourg B 118 349) 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.
