Klarna’s Complaints Adjudicator process

If you disagree with Klarna’s final decision on a complaint about a Pay Later, Pay in 3, or other interest-free instalment plan of 12 months or less, you may be able to request an impartial review from Klarna’s Complaints Adjudicator.

The Complaints Adjudicator works independently from our customer service teams. Their role is to review how your complaint was handled, decide whether Klarna’s original decision was fair and correct, and suggest any corrective action if needed. They also help us identify ways to improve how we handle complaints in the future.

The Complaints Adjudicator will not review new complaints or payment disputes, administer chargebacks, or create debt management plans. Requests of this nature will be declined, and our Customer Service team can assist you instead. We also may not accept requests that contain abusive or inappropriate language, are repetitive or made solely to reopen a case that has already been fully reviewed by the Complaints Adjudicator, or relate to matters that have not yet been reviewed by our Customer Service team. 

You can request a review of your complaint after receiving an outcome from Klarna. A link to the review form will be included with your final response.

Your request should:

• Be submitted within 6 months of the date of your final response letter.

• Clearly explain why you believe our decision was incorrect or unfair.

• Include any relevant supporting information that has not already been shared.

When you submit a request for review, we’ll first check that your case is eligible for the Complaints Adjudicator process. If it is, you’ll receive an acknowledgement and an expected timeframe for when your review should be completed.

Most reviews are completed within 21 working days, though some may take longer if more investigation is required.

When reviewing a valid case, the Complaints Adjudicator will assess whether:

• The case was handled in accordance with our Complaint Handling Procedure

• The original case handler properly considered the issues raised.

• The decision was fair, accurate, and based on the available evidence.

• The explanation provided was clear and took your response into account.

If Klarna’s handling or decision is found to be incorrect or unfair, the Complaints Adjudicator will recommend actions for Klarna to put things right. Otherwise, they will explain why the original decision still stands.

If your complaint relates to a Klarna financing product that falls under the jurisdiction of the Financial Ombudsman Service (FOS), you’ll be directed to contact the FOS instead. Details will be provided in your final response letter.