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 reach out to our Customer Service Department and let them know that you wish to leave feedback for our consideration.

I have an issue with my order – What should I do?

If there’s an issue with a purchase – you haven’t received it, it’s not what you ordered, or the merchant hasn’t acknowledged your return – you can open a dispute (claim) which will allow time for you to contact the merchant to resolve the issue. For more information we encourage you to visit our Support page and check out the FAQ section – “Deliveries & returns”, where you can find out the best way to report and manage your dispute.

I am dissatisfied with Klarna’s payment products or service – 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. You can do this by logging into our app or website, where we offer chat support with a live agent 24/7, or by reaching out to us by phone (see our customer service page for current opening hours). Our customer service representatives will do their best to sort out problems or misunderstandings that have arisen as soon as possible for you. They can also escalate your issue or complaint to the right team if further support is needed. We aim to deal with all complaints promptly, effectively and in a positive manner. We will also ensure that the concerns you raised with us are also used as an opportunity to improve our services and products.

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 follow one of the processes set out in our complaints handling procedure depending on the Klarna product or service you are complaining about.

What happens if I remain dissatisfied after I’ve received a final response?

As we offer a variety of products in the UK, our complaints handling procedure contains information on the different complaint appeals processes available to you depending on which Klarna product or service was chosen.

If you remain dissatisfied with how we’ve handled your complaint, you may refer your complaint in one of the following ways, depending on the Klarna product or service you are complaining about.

For Complaints relating to our Financing products (typically these are agreements with a repayment term of 12 months or more) or for complaints regarding the Klarna Card product you may refer your complaint to:

The Financial Ombudsman Service.

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567

For all other complaints regarding our Klarna products and services:

Once you have received a final response from us you will be provided with the option to have your case impartially reviewed again by Klarna’s Complaints Adjudicator. Read more about the Complaints Adjudicator process.

Read our Complaints Publication Report here.

Copyright © 2005-2023 Klarna Bank AB (publ). Klarna Bank AB (publ) is authorised and regulated by the Swedish Financial Supervisory Authority. Deemed authorised by the Prudential Regulation Authority. Subject to regulation by the Financial Conduct Authority and limited regulation by the Prudential Regulation Authority. Details of the Temporary Permissions Regime, which allows EEA-based firms to operate in the UK for a limited period while seeking full authorisation, are available on the Financial Conduct Authority’s website. Klarna Bank AB offers both regulated and unregulated products. Klarna’s Pay in 3 instalments and Pay in 30 days agreements are not regulated by the FCA. Klarna Bank AB (publ) registered and head office: Sveavägen 46, 111 34 Stockholm, Sweden. A Swedish public limited company (publikt bankaktiebolag) registered with the Swedish Companies Registration Office with organisation number: 556737-0431.