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  • Delivery & Collection
    • Delivery Methods
      Delivery Methods
    • Delivery FAQs
      Delivery FAQs
  • Orders & Payments
    • Placing Orders
      Placing Orders
    • Completed Orders
      Completed Orders
    • Product Info
      Product Info
  • Returns & Refunds
    • Returns
      Returns
    • Refunds
      Refunds
  • Stores & Services
    • Pre-owned/Refurbished
      Pre-owned/Refurbished
    • Store Finder
      Store Finder
    • Closed Services
      Closed Services
  • Product Support & Aftercare
    • Accessory Care
      Accessory Care
    • Breakdown Care
      Breakdown Care
    • Monthly Care
      Monthly Care
  • Financial Services
    • Frasers Plus
      Frasers Plus
  • My Account
    • Getting Started
      Getting Started
    • Technical Issues
      Technical Issues
  • Site Policies
    • Complaints & Digital Scams
      Complaints & Digital Scams
      Complaints about our Financial Services

      At GAME Retail Limited we always strive to provide an excellent experience but appreciate that sometimes things can go wrong.

      If you are unhappy with any of our financial products and services, due to the protection of your personal data, we recommend you contact the relevant lender in the first instance.

      We act as a credit broker authorised and regulated by the FCA (firm reference number: 652341) and not a lender. Finance is provided and managed by third party lenders as detailed below.

      Who do I contact?

      Name of Lender
      Contact details
      Klarna Bank AB (publ)

      (Legacy provider)

      Sveavägen 46, 111 34 Stockholm, Sweden
      Please visit Klarna for contact form and complaints

      PayPal (Europe) S.à rl et Cie
      (Online provider)

      S.C.A, 22-24 Boulevard Royal, L-2449, Luxembourg
      Please visit PayPal for contact form and complaints.

      Alternatively, if you have a complaint about how your finance was introduced or you would prefer to contact us then we will do everything we can to resolve the matter promptly. Please contact us using the contact details on our website.

      How long will it take?

      We take all complaints seriously and we will do everything we can to resolve them quickly.

      We’ll keep you updated and in most cases you’ll receive our final response within 8 weeks from receipt of your complaint. If we’re unable to resolve your complaint within 8 weeks, we’ll explain the reason why and tell you when we expect to be able to resolve it.

      What if I'm unhappy with the outcome? 

      If you are not satisfied with the outcome of your complaint or you haven’t received a response within 8 weeks of us receiving your complaint, then you have the right to refer the complaint to the Financial Ombudsman Service (FOS).

      FOS is a free, independent service that looks into disputes between financial businesses and their customers.   If you do refer to the FOS you should do so within 6 months of receiving our final response.

      FOS Contact details

      Website:  https://www.financial-ombudsman.org.uk/
      Telephone: 0800 023 4567
      Email: complaint.info@financial-ombudsman.org.uk
      or you can write to: 
      The Financial Ombudsman Service
      Exchange Tower,
      Harbour Exchange Square
      London, E14 9GE

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