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Each of our customers is important to us and everyone has the right to expect good service and to get help if something has gone wrong.
If something hasn’t quite worked out the way it was supposed to, don’t hesitate to get in touch with our Customer Service. We want to clear up any problems or misunderstandings and will also pass on your views if you have any feedback. If you remain unsatisfied after contacting our Customer Service, the steps below describe our complaint process and what you can do if you have a complaint.
1. Submit your complaint to Klarna
The first step of our complaint process is for you to contact our Customer Service and submit your complaint to one of our representatives. We deal with all complaints promptly, effectively, and in a positive manner and we aim to resolve the matter during your initial contact with us. If this isn’t possible, we will keep you updated throughout our investigation as we endeavor to resolve your complaint as quickly as possible and reach a solution, generally within 14 business days. If you are still dissatisfied after receiving a final response from us, you can follow the step below to request an impartial review of the handling of your complaint.
2. Consumer Ombudsman
After having received a final response to your complaint from our Customer Service, you have the option to reach out to Klarna’s Consumer Ombudsman to appeal the decision. The Consumer Ombudsman sits outside the regular Customer Service teams and is tasked with being the customer’s advocate within Klarna. The Consumer Ombudsman investigates complaints that have not been resolved to the customer’s satisfaction and facilitates a resolution in an impartial, unbiased manner.
The Consumer Ombudsman will review the complaint carefully and make a final assessment.
You can reach the Consumer Ombudsman here.
3. If you are still dissatisfied
If our resolution to your complaint does not meet your expectations, you have the right to report your case to The National Board for Consumer Disputes (ARN). Klarna participates in ARN’s dispute resolution procedure and follows their recommendations for cases that are tried.
How to reach The National Board for Consumer Disputes:
Address: PO Box 174, 101 23 Stockholm, Sweden
The European Commission offers an online platform to resolve disputes that have arisen in e-commerce across national borders, outside of the courts. Via this platform, you can report your case in all official EU languages. You reach the platform via this link.
Complaints are handled based on guidance set out by the Swedish Financial Authority. In addition, where relevant, Klarna follows the guidelines for complaint handling as per the Payment Services Directive (PSD 2).
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