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Feedback & Complaints

 

I have some feedback and ideas on how you could improve your service.
Awesome – we can never be too smoooth! Please therefore send your suggestions to our Customer Service department and they will ensure your idea is heard by the right people!

I am dissatisfied – How can I make a complaint?
At Klarna we believe all customers are entitled to fair and equal treatment, and we pride ourselves on providing a remarkable service. However, we do understand that at times your experience may not be as it should.

If you are dissatisfied with the service you have received and wish to raise a complaint, please contact Klarna’s Customer Service department to give us the chance to make amends. We believe that in the majority of instances misunderstandings can be best resolved between the two original parties.

What happens next?
We will always endeavour to resolve your complaint at the earliest opportunity, however sometimes further investigation is required which may delay our response time. Where this is the case, and your complaint cannot be resolved straight away, we will acknowledge your complaint and let you know when we will next contact you, to ensure you are kept informed of progress. In the unlikely event that we have not finished investigating your complaint by week 4 (or subsequently by week 8), we will send you a further letter to:

  • Explain the reasons why we have not been able to reach a decision
  • Inform you when you are likely to expect our final decision

Our Final Response
Once we have carried out a thorough investigation, we will write to you confirming our decision.  Should you remain unhappy with our response, you may be able to refer the matter to the appropriate regulatory body.  If this is the case, our Customer Service department will steer you in the right direction, depending on the type of issue you have experienced.