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Complaints Publication Report.

At Klarna, we believe everyone using our services has the right to a smooth experience and to have any concerns resolved quickly and professionally. We value our customers’ opinions because we are always striving to improve and we always appreciate feedback on how you experience our products and services. Complaints and feedback are reviewed and evaluated internally so that we can learn from our mistakes and fix any wider issues. To understand more about how we handle complaints, you can find our Complaints Handling Procedure on our website.

 

In the UK, the Financial Conduct Authority (FCA) requires financial services firms to report on the number of customer complaints they receive on a half yearly basis. We publish details of the number of regulated complaints we deal with, the number of complaints we closed in the reporting period and the percentage of complaints we upheld.

 

The complaints data for the most recent reporting period are contained in the table below. Please note that this data reflects complaints connected to lending products which fall within the scope of the Consumer Credit Act (predominantly financing agreements with a repayment term of 12 months or more).

 

Firm Name: Klarna Bank AB (publ)
Period covered in this report: 01/07/2022 to 31/12/2022

 

Product/Service Grouping

Provision (at end of reporting end date)

Number of complaints opened

Number of complaints closed

Percentage of Complaints Upheld (%)

H2 2022

Credit Related

0.70 per 1000 accounts

816

825

38.66%

H1 2022

Credit Related

1.14 per 1000 accounts

1185

1233

38.767%

H2 2021

Credit Related

1.73 per 1000 accounts

1701

1723

39.29%

H1 2021

Credit Related

3.23 per 1000 accounts

2533

2887

41,01%

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.