Klarna T&C's

This Information relates to the activities undertaken by The E-Scooter Co. 

    • The Financial Conduct Authority: The Financial Conduct Authority (FCA) is the independent watchdog that regulates financial services. Use this information to decide if our services are right for you.
    • Treating Customers Fairly: Our business is committed to treating our customers fairly and ensuring our products and services are suitable for their needs. Treating Customers Fairly (TCF) is a core part of our culture and philosophy and you can review our commitment to it by asking for a copy of our TCF policy statement.
    • What Products do we offer?: We are a credit broker not a lender. We will only introduce you to Klarna AB (FRN 536065) who may be able to assist you with your requirements. We only offer a 18.9% finance facility for your purchase over a 6, 12 or 24 months period.
    • Affordability: You should assess the monthly payments you are required to make throughout the agreement and ensure you are able to meet these obligations and other obligations you already have without suffering undue hardship. Your credit rating could be adversely affected if you do not make payments when due which could make it harder or more expensive for you to access finance facilities in the future.
    • Who regulates us?  E Scooter Professionals Ltd is authorised and regulated by the Financial Conduct Authority for regulated consumer credit activities; registration number 918440  You can check this information on the FCA register by visiting www.fca.org.uk/register or by contacting the FCA on 0800 111 6768.
  • What to do if you have a complaint.

If you wish to register a complaint, you can contact E Scooter Professionals at:

In writing: The E-Scooter Co, Orchard Business Park, Forsyth Road, Surrey, Gu21 5SB

By telephone: 0203 866 8939

By email: orders@theescooterco.com

If you would like to know how we handle complaints, please ask for a copy of our complaints handling process. If your complaint is not resolved to your satisfaction, you may be able to refer it to the Financial Ombudsman Service, whose contact details are set out below:

In writing: The Financial Ombudsman Service, Exchange Tower, London E14 9SR

By telephone: 0800 0234567

By email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

For complaints information when a transaction is completed online, please access the Online Dispute Resolution platform at http://ec.europa.eu/consumers/odr/

  • Understanding our products and documents: If you have any health issues, difficulty in understanding information or there are any recent life events that could affect your ability to fully understand the information and documentation you are presented with or what your commitments are under the agreement, you should carefully consider the amount of time you require to review the documentation. You should also consider if it is advisable for you to have someone you know help you make your decision. Please advise us accordingly if this is the case and we can then proceed with your requirements in the most appropriate way.
  • Confidentiality and Data Protection: Throughout the process of administering services for you we will need to collect personal information from you and pass this information to one or more third party organisations in order for them to supply any services you request. This will include passing this information to Klarna AB to enable them to make a credit decision. The lender may use your information to conduct an affordability and credit worthiness assessment and will do so using the consent given by you.
  • This may include sharing your information with credit reference agencies and other companies for use in credit decisions and fraud prevention. For full details of where your information will be sent, and the purpose for doing so, or to cancel your consent for the processing of your personal data, please contact us.
  • To see our privacy policy, which details how your information will be processed and your rights.

Finance Products Complaints Process

Complaints Information for our Customers who have purchased a product using our finance facilities 

Complaints Contact Details

Telephone: 0203 866 8939              

Address: Orchard Business Park, Forsyth Road, Surrey, GU21 5SB            

E-mail: orders@theescooterco.com

Our Policy and Procedures 

All complaints will be referred to the Complaints Officer, or to the Compliance Manager where the Complaints Officer is unavailable, at the earliest opportunity.

Complaints which could be resolved within three business days

Where the Complaints Officer decides it is possible for your complaint to be resolved by the close of three business days, the informal complaints handling procedure will be followed. 

If a solution is proposed and you indicate your acceptance, a Summary Resolution Communication will be sent and the complaint will be considered to be closed. This written communication will: 

  • Refer to your complaint and that we now consider the matter to be resolved;
  • Inform you that if you are subsequently dissatisfied with the resolution of the complaint you have the option to refer the complaint back to us for consideration or, alternatively, refer the complaint to the Financial Ombudsman Service;
  • Provide the website address of the Financial Ombudsman Service; and
  • Refer to the availability of further information on the website of the Financial Ombudsman Service. 

Complaints which cannot be resolved within three business days

Where the Complaints Officer judges that your complaint cannot be resolved within three business days, or they were unable to resolve your complaint in this period, the formal FCA complaints procedure will be followed. This process requires that we: 

  • Send you an initial response letter within two days of receiving your complaint, or immediately on realising the informal complaints handling process will not reach a resolution;
  • Provide you with details of our complaints handling procedures;
  • Fully investigate the complaint and, where necessary, make contact with you to seek clarification on any points;
  • Keep you informed of our progress by sending you a holding letter if your complaint is not resolved within four weeks;
  • Send you a final response letter as soon as possible, but no later than eight weeks after receiving the complaint, detailing how your complaint has been resolved and if any redress will be offered. 

Adviser, Provider or Principal

You may express your dissatisfaction to the adviser you dealt with, about the product provider or lender. We will establish whether or not your complaint relates to the advice given, the adviser service or the service or performance of the product provider. If unclear, this must not delay the investigation and we will proceed with our own investigation. The Complaints Officer will review this matter and take the complaint to the provider if appropriate in consultation with you.

Investigation

The Complaints Officer will establish the nature and scope of your complaint having due regard to the Financial Conduct Authority’s direction to deal with complaints promptly and fairly and give customers clear replies and, where appropriate, fair redress.

Eligible Complainants 

It is our policy to treat all customers the same, however, eligible complainants are legally defined and have additional rights in law that we must acknowledge and adhere to. 

Eligible complainants are:

  • A consumer (including a person or organisation authorised by the consumer to act on their behalf);
  • A charity which has an annual income of less than £6.5 million at the time of making the complaint;
  • A trustee of a trust which has a net asset value of less than £5 million at the time of making the complaint;
  • A small business which has an annual turnover below £6.5 million and fewer than 50 employees, or an annual balance sheet below £5 million at the time the complainant refers the complaint to the respondent;
  • A guarantor, an individual who has given a guarantee or security in respect of an obligation or liability of a person which was a micro-enterprise or small business as at the date that the guarantee or security was given.

The Financial Conduct Authority complaints rules apply to complaints:

  • made by, or on behalf of an eligible complainant;
  • relating to regulated activity;
  • involving an allegation that the customer has suffered, or may suffer, financial loss, material distress or material inconvenience;

Final response

Our final response letter will set out clearly our decision and the reasons for it. If any financial redress is offered, a clear method of calculation will be shown, and it will be paid promptly and in full. 

We will include details of the Financial Ombudsman Service (FOS) in our final response. If you are not satisfied with the outcome, you can refer your complaint to FOS. You must refer the matter to FOS within six months of the date of this letter or the right to use this service is lost. 

Analysis

A root cause analysis may be undertaken by us and this will be recorded with the appropriate action having been taken. This analysis will ascertain whether any of our processes and procedures need to be changed to ensure customers are treated fairly at all times, and whether any other customers have been adversely affected by the same issues.

Closing a complaint

Where we receive confirmation from you that you are satisfied with the findings of the investigation and any resolution we have proposed, your complaint will be considered closed. 

Where no confirmation has been received from you within four weeks of our final response letter, your complaint may also be considered closed.

Financial Ombudsman Service (FOS)

We will co-operate fully, at all times, with FOS in resolving any complaints made against us and agree to be bound by any awards made by FOS.

We also undertake to pay promptly the fees levied by FOS.      

The contact details for FOS are:

Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone:

0800 023 4567 (free for most people ringing from a fixed line)

0300 123 9123 (cheaper for those calling using a mobile)

+44 20 7964 0500 (if calling from abroad)

If you need any further assistance please contact orders@theescooterco.com