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)

(In-store 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

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

Telephone: 0800 023 4567
or you can write to: 
The Financial Ombudsman Service
Exchange Tower,

Harbour Exchange Square
London, E14 9GE

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