Help and Advice

FAQs, security and complaints

Online security

Stay secure

If you have received a suspicious Ikano email, please do not respond to it, report it to https://www.actionfraud.police.uk/report_phishing.

At Ikano Bank we take your personal security very seriously and take every possible step to protect you from known fraudulent activities that may occur online, over the phone or via email. For more advice on online security please see our ‘Stay Secure’ information.

Do

Protect your identity - make sure you keep valuable documents safe and destroy unwanted paperwork with a cross cutter shredder.
Keep us up to date - let us know if you change your name, address, telephone number. We may need to contact you from time to time.
Check your latest statements - you can now view your statements securely online. Make sure all the transactions are correct and report any that may seem suspicious by contacting us.
Protect your computer, mobile and electronic devices - never leave your laptop unattended in public places and ensure you lock your mobile phone in case it is stolen or lost. Ensure you have the latest security software updated and password protect any important documents.

Don't

Respond to suspicious emails - known as phishing emails, fraudsters will try to send emails convincing you to hand over personal information. If you believe you have received a suspicious email from Ikano, please contact us.
Give out security information such as security passwords and pin numbers as these should always be personal to you. Also, don't give out any personal information such as name, address, bank details and phone numbers until you have verified the credentials of the person or organisation.
Click on links in an email or text message, unless you are sure it is from a trusted source. All Ikano links start with the following domains:
- https://ikano.co.uk/
- https://ikano.net/
- https://myaccount.ikano.co.uk/
- https://savings.ikano.co.uk/
- https://loans.ikano.co.uk/

In plain English

We like to keep things simple. We try to use plain English and avoid using jargon, so our products and services are easy to understand. If you have any questions about our savings products, please visit our FAQ section.

Frequently asked questions

If you have a complaint

In the unfortunate event that you'd like to raise a complaint you can call us directly, email or write to us at the following address:

Ikano Bank, Savings Department, PO Box 1328, Newcastle Upon Tyne, NE99 5EA

For more information on complaints and our process please follow our complaints process

For savings queries call us on:

0371 880 6182

Opening hours

Monday to Friday, 9am until 5pm

Our UK savings contact centre

Calls to this number cost the same as a call to a standard "01" or "02" landline number, even when calling from a mobile. Calls to this number are also included in any bundled minutes or free talk time that covers landline calls. Where calls are made outside of a bundle you will be charged at the national rate. Calls may be recorded for training purposes.

The actual cost you are charged will depend on your phone provider, please check with them if you're unsure.