Feedback and complaints.
I have some feedback and ideas on how you could improve your service.
At Klarna, we value our customers’ opinions because we always strive to develop our services. We want to know what you think and appreciate feedback on how you experience our products and services. Your feedback will be reviewed and evaluated by the team responsible for the product or service in question. Please chat with our Customer Service Department and let them know that you wish to leave feedback for our consideration.
I am dissatisfied – How can I make a complaint?
Everyone has the right to expect a good service and to have things put right if they go wrong.
If you are dissatisfied, please contact Klarna’s customer service first using the contact details provided. Or you can contact Klarna through the chat function in the Klarna app. Our trained agents want to understand what has arisen and resolve it if possible there and then. We aim to deal with all complaints promptly, effectively and in a positive manner.
Wherever possible, we will attempt to resolve the matter during your initial contact with us. If this isn’t possible, or you remain dissatisfied with the outcome offered, we will escalate your complaint to the appropriate internal team for handling.
When we have dealt with your complaint, we will use your experience to help us improve our services and products.
What happens if my complaint cannot be solved straight away?
Some issues can be quite complex and we may not be able to solve the problem immediately. If so, we’ll write to you (by email, unless you have specifically requested otherwise) within five working days letting you know when you can expect a full response. As part of the investigation we may need to contact you to discuss the issue. We aim to settle matters as quickly and as fairly as possible. If we need to carry out a detailed investigation, we’ll keep you fully informed throughout the process.
We will aim to resolve the complaint within 20 business days. If we are unable to reach a conclusion within 40 business days we’ll clearly explain the reason, and advise you when we expect to provide a full response. We’ll keep you fully informed, and will contact you every 20 business days until the matter is settled.
We will also provide a written response on completion of our investigation containing our final response.
What happens if I remain dissatisfied after I’ve received a final response?
If you remain dissatisfied with how we’ve handled your complaint, or if more than eight weeks have passed since you first raised a formal complaint, you may refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). The FSPO is independent and there is no cost for bringing a complaint to the FSPO. Klarna will participate in such proceedings and is obliged to do so under applicable law. More information can be found on FSPO website: www.fspo.ie. You may also contact FSPO by postal mail or personally:
The Financial Services and Pension Ombudsman,
Phone: +353 1 567 7000
You can also submit your complaint in any official language of the European Union through the ODR-platform provided by the European Commission: https://ec.europa.eu/consumers/odr/. The complaint will then be forwarded to FSPO.
The information provided on this website can also be found in our complaints handling procedure, which you can download here.