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Due to an increase in order volumes there may be a delay of up to 14 days in dispatching PlayStation 5 orders.
We appreciate your patience and understanding as we work diligently to fulfill your orders. Thank you for choosing us!

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  • Black Friday
    • Help
      Help
  • Delivery & Collection
    • UK Deliveries
      UK Deliveries
    • Click & Collect
      Click & Collect
  • Orders & Payments
    • Pre-orders
      Pre-orders
    • Completed Orders
      Completed Orders
    • Payments
      Payments
    • Gift cards & Vouchers
      Gift cards & Vouchers
    • Product Info
      Product Info
  • Returns Policy
    • Returns
      Returns
    • Refunds
      Refunds
    • Product Recall
      Product Recall
  • Reward/Elite
    • GAME Reward/Account
      GAME Reward/Account
    • GAME Elite
      GAME Elite
    • GAME Wallet
      GAME Wallet
  • Store Services
    • Pre-owned/Refurbished
      Pre-owned/Refurbished
    • Trade In (In Store Only)
      Trade In (In Store Only)
    • Belong
      Belong
    • Disc Repair
      Disc Repair
    • Xbox All Access
      Xbox All Access
    • Store Finder
      Store Finder
  • Product Support & Aftercare
    • Accessory Care
      Accessory Care
    • Breakdown Care
      Breakdown Care
    • Monthly Care
      Monthly Care
  • Other Services
    • Site Policies
      Site Policies
    • Contact Us
      Contact Us
      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


      Click here for contact form and complaints



      PayPal (Europe) S.à rl et Cie


      (Online provider)



      S.C.A, 22-24 Boulevard Royal, L-2449, Luxembourg


      Click here for contact form and complaints.



      Close Brothers Limited


      (Legacy provider)



      10 Crown Place, London EC2A 4FT


      020 7655 3100


      enquiries@closebrothers.com


      Click here for complaints procedure.


      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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  • My Account
    • Getting Started
      Getting Started
    • Technical Issues
      Technical Issues
  • Financial Services
    • Frasers Plus
      Frasers Plus
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