Complaints

Everyone has the right to expect good service and to have things put right if they go wrong.

If you are dissatisfied, please contact Klarna’s customer service first. You can do this by logging into our app or website, where we offer 24/7 live chat support, or by phone (see our customer service page for current opening hours).

Our service team will do their best to resolve your complaint straightaway, however it may take more time to investigate your concerns. We aim to handle all complaints promptly and fairly, while also using your feedback to improve our products and services.

Wherever possible, we’ll try to resolve matters during your initial contact with us. If this isn’t possible, or if you remain dissatisfied with the outcome offered, your case will follow one of the processes set out in our

We’ll keep you updated as your complaint progresses:

• When we receive your complaint
  We’ll acknowledge it promptly. If we can resolve it within 5 working days, we’ll let you know the outcome at the same time.

• After 4 weeks
  If we’re still investigating, we’ll contact you to explain the status.

• By 8 weeks
  We’ll send you our final response. Our aim is always to resolve your complaint well before this. If, for exceptional reasons, we need more time, we’ll tell you and explain what escalation options you have.

• For payment service complaints
  If your complaint relates to one of our payment services (such as the Klarna Credit Card, Klarna balance and Card or a One-time card application), we aim to respond within 15 days. In rare cases this may take up to 35 days. If so, we’ll keep you informed.

More information on what to expect can be found in our

If you’re still unhappy after Klarna has given you a final response, what happens next depends on the product or service your complaint relates to. Your applicable referral rights for your specific complaint will be included in your final response letter, but we have also summarised them below.

We recommend that you read our full