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Feedback & Complaints

I have some feedback and ideas on how you could improve your service.

That’s great! The task of simplifying buying is ongoing and we value your input. Please therefore send your suggestions to customer.service@klarna.co.uk.

I am dissatisfied. How can I file a complaint?

If you are dissatisfied with the service you have received, please contact Klarna’s Customer Service Department. We believe that in the majority of instances misunderstandings can be best resolved between the two original parties. Contact details to our Customer Service is found here.

I have escalated my complaint, but I’m still not satisfied.

If after having contacted our Customer Service Department and you feel your complaint was not resolved, please send your contact details and statement number (if you have one) to Klarna’s Customer Service Ombudsman at consumerombudsman@klarna.com. To ensure that we are able to assist you as quickly and effectively as possible, please provide us with as much relevant information as possible and state why you want your case to be reviewed. It is the Consumer Ombudsman’s role to impartially review each case independently to determine whether another solution can be reached. We will make every effort to resolve your complaint and we will inform you about the steps we take to do this.

If you’re unhappy with the decision or outcome of your complaint, you can apply to the Financial Ombudsman for independent arbitration here.



Information on consumer dispute resolution

At Klarna we work hard to ensure that our customers are happy with our services. However, should you be dissatisfied with our services and the matter cannot be resolved with our Customer Service, please submit your dispute to the Swedish National Board for Consumer Disputes (ARN). ARN is competent to handle disputes initiated by consumers from all EU countries. We will fulfill our obligation to participate in dispute resolution with ARN. Please submit your dispute via the ODR-platform (see below) in any official EU language, for example English or directly to ARN in Swedish.

You can contact ARN as follows:

Website: http://arn.se/om-arn/english-what-is-arn/
Address: Postbox 174, 101 23 Stockholm, Sweden

The ODR-platform

The European Commission provides a platform for online out-of-court resolution of disputes (known as the ODR-platform). The ODR platform is the single point of entry for out-of-court disputes resulting from online sales and service contracts. You can access the ODR-platform via the link http://ec.europa.eu/consumers/odr/. Your dispute will then be submitted to the competent dispute resolution center.