Transparency and clarity.
The world today is complex and confusing enough. We’re not here to add to that. Being smoooth means being transparent and straightforward about how Klarna works, so you always know where you stand.
That means being crystal clear about our products and their terms. And working closely with our partners to make sure that they are too. It means being open about our lending policies and credit authorisation process. It means making sure that we stay in touch with you so you know when a payment is due. And if something isn’t clear, we’re always here to help explain it or answer your questions.
You can read more about our approach to transparency with specific focus on our marketing in a blog post here.
If you have any questions, you can visit our FAQ section or speak to our dedicated customer support team.
Klarna is committed to being a fair and responsible lender, with transparent communications to consumers. Our products are about choice, and offer customers the option to defer payment if they wish – ideal for one-off or unplanned purchases.
We run background checks on customers wishing to use our products, and only offer credit to those who are eligible. This allows us to assess your ability to manage repayments under our credit agreement.
Pay later is dependent on a soft credit check, a customer’s previous credit history, and the customer’s age, along with several other factors, including at what time they place their order.
A soft credit check does not affect your credit score/rating and is strictly between you and us; this is not visible to other lenders.
There are no interest fees, surcharges or late payment penalties with Pay later in the UK. Your credit score will not be impacted by using Klarna’s ‘Pay later’ products even if you have failed to pay on time.
Financing is dependent on a full credit check, a customer’s previous credit history, an affordability assessment, their age and several other factors, including at what time they placed their order. This credit check can influence a consumer’s credit rating.
There are several UK organisations that provide help and advice for customers worried about money management:
We’re always working to earn and keep our customers’ trust. Data privacy plays a huge part in this, and we take data protection very seriously.
Klarna is a digital-first business. This means that everything we’ve ever built has been constructed to be as safe for our customers as possible. Our privacy programme has been developed in accordance with regulatory requirements and to reduce the risk of data breaches.
We also have a core team dedicated to keeping your data safe. Our Global Privacy Office is in charge of data privacy and is staffed with data protection specialists. Alongside them, we have a dedicated customer support team that acts as an extension of the team to support you with privacy-related inquiries.
For further information, please visit: https://www.klarna.com/uk/privacy-notice/
Collections and complaints
We make keeping track of payments as simple as possible. But we also know that some customers may have concerns about repayment. That’s why we have a dedicated team who work with customers who we see are at risk of falling behind on their payments, and work with them to find a solution. And if you have any concerns about repayment or fees, our customer services team is here to help.
We want you to love smoooth shopping with Klarna, so service is a big priority for us. But when things go wrong, we have an in-house complaints procedure to make sure complaints are handled in a transparent, effective and timely manner – so you’re not left short-changed. Find out more about how to make a complaint via our FAQ section.
Treating customers fairly
Treating customers fairly and supporting any customers who might be vulnerable is incredibly important. Our affordability assessment ensures that credit is only given to those who are deemed able to afford it and who will be able to make repayments in a sustainable way, without impacting their financial well being.
In addition, all our support staff are trained to recognise, identify and support customers who could potentially be vulnerable. And we also have a specially trained, dedicated employee exclusively dealing with helping vulnerable customers.
Our commitment to treating customers fairly goes beyond our own customers; we believe consumers should be protected regardless of which provider they choose. That’s why we supporting moves in the UK to introduce new regulation to protect consumers, regardless of whether they use Klarna or one of our competitors. Read more about our position here.