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 an annual 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.
Note: At the end of 2023 Klarna Bank AB (UK Branch) transferred its services to Klarna Financial Services Limited (KFSUK). Complaint numbers for 2024 onwards will relate solely to KFSUK.
Firm Name: Klarna Financial Services UK Ltd
Latest period covered in this report: 01/01/2024 to 31/12/2024
Product/Service Grouping | Provision (at end of reporting end date) | Number of complaints opened | Number of complaints closed | Percentage of Complaints Upheld (%) | |
2024 | Credit related | 0.88 per 1000 accounts | 1473 | 1638 | 44.2% |
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