Consumer Ombudsman

If you're unhappy with how your complaint was handled after receiving a final response from Klarna Customer Service, refer your complaint to Klarna's Consumer Ombudsman for further review.

The Consumer Ombudsman reviews every complaint impartially. Once they receive your complaint, they'll review how your case has been handled so far and decide whether to change the original decision. You'll receive a response as soon as they make a final decision, and no later than 10 working days after the Consumer Ombudsman receives your request.

If you haven't yet submitted a complaint to Klarna, you must first contact Klarna Customer Service. The Consumer Ombudsman has the right to decline your request if Klarna Customer Service hasn't had the opportunity to assess your case before you refer it to the Consumer Ombudsman. Find more information about how to submit a complaint to Klarna and Klarna's complaints procedure here.

To request a review of your complaint by the Consumer Ombudsman, please complete the form below. If your submission meets the requirements above, you'll receive an email confirmation within one working day.

Has our customer service team already handled your complaint?

Answer *

The consumer ombudsman only reviews complaints our customer service team has already handled. Contact our customer service team directly here.

Would you like the consumer ombudsman to review the outcome of your previous complaint?

Answer *

By checking this box, I confirm that I have read this notice. Please note: The consumer ombudsman independently reviews complaints Klarna's customer service team has already handled. If you haven't submitted a complaint to Klarna yet, please do so first.

By selecting this option, you confirm that your complaint meets the criteria for review by the consumer ombudsman outlined above. *

Full name *

Email *

Date of birth *

Invoice or order number *

Find the reference number for your complaint in the subject line of emails from Klarna Customer Service. If you don’t have a reference number or haven’t contacted Customer Service yet, please do so before continuing.

Reference number for your previous complaint with Klarna *

Describe your errand *

0/500

Why aren’t you satisfied with Klarna’s previous response or decision? *

What outcome would you like the consumer ombudsperson to seek? *

0/500

You have the option to submit relevant documents for your case that you have not yet shared with Klarna. Please note that the Consumer Ombudsman has access to all your stored communications with Klarna's customer service.

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I need help with something else. Please contact our customer service.

If you're not satisfied with the consumer ombudsperson’s decision, contact the following out-of-court dispute resolution bodies:
(1) Consumer conciliation body at the Deutsche Bundesbank: In disputes arising from the application of

the provisions of the German Civil Code concerning distance contracts for financial services,
§§ 491 to 508, 511, and 655a to 655d of the German Civil Code and Article 247a § 1 of the Introductory Act to the German Civil Code,
the provisions concerning payment service contracts in §§ 675c to 676c of the German Civil Code, Regulation (EU) 2021/1230, Regulation (EU) No 260/2012, or Regulation (EU) 2015/751,
the provisions of the Payment Services Supervision Act, insofar as they establish obligations for e-money issuers or payment service providers toward their customers, or
the provisions of the Payment Accounts Act governing the relationship between a payment service provider and a consumer,

you may refer the matter to the consumer conciliation body at the Deutsche Bundesbank. Requests to initiate conciliation proceedings must be sent to Schlichtungsstelle der Deutschen Bundesbank, Postfach 10 06 02, 60006 Frankfurt am Main. For more information, visit https://www.bundesbank.de/de/service/schlichtungsstelle/.

(2) The Swedish National Board for Consumer Disputes (ARN) (Allmänna reklamationsnämnden, Post box 174, 101 23 Stockholm, Sweden). Information about the requirements is available on ARN’s website (http://www.arn.se/).

(3) Consumer conciliation body at the Bundesanstalt für Finanzdienstleistungsaufsicht: In disputes arising from the application of

the provisions of the German Capital Investment Code, where consumers are involved in the dispute, or
other provisions relating to contracts between consumers and companies supervised under the German Banking Act that concern banking transactions within the meaning of § 1(1), sentence 2 of the German Banking Act or financial services within the meaning of § 1(1a), sentence 2 of the German Banking Act,

you may refer the matter to the consumer conciliation body at the Bundesanstalt für Finanzdienstleistungsaufsicht. Requests to initiate conciliation proceedings must be sent to Schlichtungsstelle bei der Bundesanstalt für Finanzdienstleistungsaufsicht, Referat VBS 12, Marie-Curie-Straße 24-28, 60439 Frankfurt am Main, email schlichtungsstelle@bafin.de. You can find further information about the conciliation body and the procedure by using the search function on the BaFin website and searching for “Schlichtungsstelle”.