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: 01/01/2022 to 30/06/2022

Product/Service GroupingProvision (at end of reporting end date)Number of complaints openedNumber of complaints closedPercentage of Complaints Upheld (%)
H1 2022Credit Related1.14 per 1000 accounts1185123338.767%
H2 2021Credit Related1.73 per 1000 accounts1701172339.29%
H1 2021Credit Related3.23 per 1000 accounts2533288741,01%