If you have a complaint, you can contact us through the following options:
Chat in the Klarna app (fastest & recommended)
Use our in-app chat for a quick response in any language.
Our AI assistant will try to help first, and if needed, we will transfer you to a customer service agent—or you can request a callback.
You can also access our chat by logging in from our
.Phone
Call us at 1300 933 015 to speak directly with a customer service agent.
Visit our
for current opening hours.Post
You can also write to us at:
Klarna Australia Pty Ltd
c/o WeWork,
Level 14, 5 Martin Place,
Sydney NSW 2000
We will acknowledge your complaint as soon as possible, ideally within 24 hours.
We aim to resolve all complaints within 30 days. If there is a delay, we will update you and explain your right to escalate to AFCA.
For financial hardship or default notice complaints, we will aim to provide you with an initial response within 21 days.
If we cannot resolve your complaint within the required time, we will contact you to explain why and let you know your next steps.
Klarna is committed to making our complaints process accessible to all customers. If you need help:
Multiple Languages: Our chat function supports multiple languages—just type in your preferred language, and we will respond accordingly.
Experiencing Financial Hardship? Visit our
for guidance and support.Need extra time to respond? Let us know, and we will accommodate your needs where possible.
If you require assistance navigating our complaints process, please reach out via chat or phone, and we will do our best to support you.
If you are not happy with our response, or we do not respond within the required time, you have the right to escalate your complaint to the Australian Financial Complaints Authority (AFCA).
AFCA provides free, independent dispute resolution for financial services complaints.
You can go directly to AFCA if:
Klarna does not respond within 30 days (or 21 days for hardship/default notice complaints).
Your complaint is about a credit reporting issue—AFCA can review this immediately.
There are exceptional circumstances, such as serious misconduct or financial hardship.
Contact AFCA:
Website:
We use feedback and complaint trends to identify and fix recurring issues, ensuring better service for all customers.
If you have any feedback—positive or negative—we encourage you to share it with us through the Klarna app or by phone, or by emailing
.