Our complaints procedure
At Ikano we believe it is important to manage conflicts of interest fairly between ourselves and the customer and with the retailer. We appreciate that there may be times where a customer may not feel satisfied with an outcome and understand the importance in providing an acceptable resolution. Therefore, Ikano supports a complaints procedure that deals with customer interests within a suitable timeframe and to an agreeable conclusion. We encourage customers to speak with our advisors right away and advisors are in turn empowered to deal with all types of queries.
2. What Is A Complaint?
We consider a complaint to be any situation where you feel that your needs have not been met sufficiently and are seeking to resolve the situation. This may relate to Ikano service, products, retailer/client service or any other service provided by a third party affiliated with our offerings to customers.
3. The Steps That A Customer Will Be Taken Through
We aim to deal with all queries at the first point of contact except where investigation or resolution involves a third party. At any point in the process you have the right to escalate the complaint when you feel that your needs are not being met.
i. First Point Of Contact
Any query received will be passed to the relevant team and they will start to investigate. By the close of the next working day after we receive your initial communication an advisor will, where possible, speak to you by telephone to discuss the matter. If this does not resolve your query we will send a written acknowledgment of your complaint within 5 working business days.
ii. Investigation And Resolution With A Third Party
An advisor will investigate further and will keep you updated on progress. We will endeavour to resolve the query as quickly as possible. Within four weeks from receipt of your initial query we will endeavour to send you a final resolution letter. Where a complaint involves a dispute over goods or a transaction, these can sometimes take a little longer to resolve. If this is so, we will write to you at the end of the four weeks, if not before, to update you on progress.
iii. Final Response
Within 8 weeks of receiving your initial communication, we will send you a final response to your query or if this is not possible; we will update you and advise when we estimate a final response will be sent to you. If you are dissatisfied with our resolution, you may refer the complaint to the Financial Ombudsman Service within six months of the date of our final response and their contact details are:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
4. Escalating a Complaint
- If at any stage during our investigation you would like to escalate the complaint further, in the first instance you will be referred to a Customer Service or Collections Manager.
- In addition, you can request that your query is reviewed by the Operations Director.
- The final point of escalation within Ikano is with the Managing Director.
- We are members of the Finance & Leasing Association (the FLA) who can also assist you. The FLA can be contacted in writing at the following address:
The Compliance Manager
Finance & Leasing Association