Guides › Debt and Buy Now Pay Later › Klarna Payment Dispute
Klarna Payment Dispute
If you have a problem with a Klarna payment, complain to Klarna first. Buy now pay later has been regulated by the FCA since 15 July 2026, and Section 75 is available for regulated buy now pay later, giving the same protection as paying by credit card. Agreements taken out before 15 July 2026 remain unregulated. If you are still unhappy, you can complain to the Financial Ombudsman Service.
At a Glance
Guide Disclaimer
Free guide only. This is a regulated financial matter, so we give free information and letter templates here but do not take these on as cases. We cannot tell you whether you are eligible for a refund or compensation.
CPUK is not authorised or regulated by the Financial Conduct Authority and is not a claims management company.
Your Rights
What the rules say, with a link to the official source for each.
Complaining to Klarna
How to Complain
Klarna says you can contact it through the app or website (24/7 live chat) or by phone. It acknowledges complaints promptly, tells you the outcome within 5 working days if it can resolve it by then, updates you at 4 weeks and aims to send a final response within 8 weeks (15 days for payment service complaints). source
Buy Now Pay Later Rules
It Is Now Regulated
The FCA has regulated 'deferred payment credit', often called buy now pay later, since 15 July 2026. It is interest-free credit repayable in 12 or fewer instalments over 12 months or less, and it is regulated when the lender and the seller are different businesses. source
Older Agreements
Agreements taken out before 15 July 2026 remain unregulated, and buy now pay later offered by the same business that sells you the goods is not regulated. source
Section 75
Section 75 of the Consumer Credit Act is available for regulated buy now pay later, giving the same protection as paying by credit card, so you can claim from the lender if something is faulty or not delivered. source
If You Are Unhappy
If you are unhappy with how a lender treated you, ask it to put things right first. If you are still unhappy, you can complain to the Financial Ombudsman Service. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 15 Jul 2026Buy now pay later regulated by the FCAFor agreements taken out from 15 July 2026
- 8 weeksFinancial Ombudsman complaintsLender has 8 weeks for most complaints, then you have 6 months from the final response
Steps to Take
Step 1 of 5
Contact Klarna through the app or website (live chat) or by phone, and explain the problem.
Step 2 of 5
If something you bought is faulty or not delivered, say whether your agreement is regulated and ask about Section 75.
Step 3 of 5
Keep screenshots of the order, the agreement and your messages.
Step 4 of 5
Ask for Klarna’s final response in writing. Our free letter templates can write it for you.
Step 5 of 5
If you are still unhappy, complain to the Financial Ombudsman Service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Klarna Complaints
App or website live chat, or phone.
Financial Ombudsman Service
After 8 weeks with no final response, or if you are unhappy with it. Refer within 6 months of the final response.
MoneyHelper Debt Advice
You are struggling with debt. Use the Debt Advice Locator to find free local advice.
Good to Know
Small things that make your complaint stronger.
If you are struggling with repayments, contact the lender early and get free debt advice.
Want Help?
We do not take these complaints as cases, but our free letter templates can write your complaint for you, and the Financial Ombudsman Service is free.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- klarna.com/uk/feedback-and-complaints Checked 12 October 2026
- fca.org.uk/consumers/buy-now-pay-later Checked 12 October 2026
- financial-ombudsman.org.uk/consumers/complaints-can-help/expect/time-limits Checked 12 October 2026
- moneyhelper.org.uk Checked 12 October 2026