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. They want to sort out problems or misunderstandings that have arisen and they can also take your views further.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 has different appeals processes 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) you may refer your complaint to:


The Financial Ombudsman Service.

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial–ombudsman.org.uk

 

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.