Complaints
How we handle 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 Complaints Handling Procedure, depending on the Klarna product or service involved.
What you can expect after raising a complaint
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 Complaints Handling Procedure.
If you’re not satisfied with our final response
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 Complaints Handling Procedure for more details.
Option 1: Financing, Credit Card, and certain services
If your complaint is about our regulated payment services, you may refer your complaint to the Financial Ombudsman Service (FOS):
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
Note: if your complaint relates to a Klarna product that was categorised as unregulated prior to 15 July 2026, your complaint does not fall under FOS jurisdiction and may be rejected. For more details on such complaints, please read the Complaints Handling Procedure that was in place prior to a regulatory change on 15 July 2026.
Option 2: Rewards benefits
This usually covers:
Rewards benefits
Membership cashback
Discounts
If you have received a final response regarding one of these matters, and remain dissatisfied with the way in which your complaint was handled, you can ask for a further impartial review through Klarna’s Complaints Adjudicator.
Find out more about the Complaints Adjudicator process.
Read our Complaints Publication Report here.