Got a question?

Frequently asked questions and answers

Retail Loans

Paying off your loan

  • How do I pay my loan back each month?

    All monthly loan payments must be paid by Direct Debit. This will appear on your account as Ikano Bank AB.

    If you have any problems with your Direct Debit or need to amend an existing one, please call us on 0371 781 3057*.

    You can make an overpayment at any time, see can I make additional loan payments? for more information.

  • Can I pay off my loan early?

    If you want to pay off your loan early, call us on 0371 781 3057* or write to us at:

    Ikano Bank AB (publ)
    PO Box 10081
    Nottingham
    NG2 9LX

    We'll let you know:

    • how much you need to pay (‘settlement balance’)
    • when you need to pay us by (the ‘settlement date’)

    If you don't think you will be able to repay the full amount by the date given ('settlement date'), let us know. We can provide a new settlement balance.

    Your settlement figure will include up to 58 days interest, in line with the Consumer Credit (Early Settlement) Regulations 2004.

    Keep up to date with your payments

    If you have requested an early settlement figure from us, you still need to make sure you keep up with your monthly payments until your loan is fully paid off. If you do overpay, we will send you a refund.

    You can pay by phone using a debit card, or transfer the money directly from your bank account, see  Ways to pay.

  • Can I change the date of my payment?

    Once the first payment has been made, you can call us on 0371 781 3057* to change the date of the remaining payments.

  • Can I make additional loan payments?

    You can make additional payments at any time to reduce your balance. If interest is charged on your loan, making additional payments earlier will mean you pay less interest overall (as interest on your loan is calculated daily on the outstanding balance). See Ways to pay for details of how to set up a bank transfer or call us on 0371 781 3057*

    If you make additional payments, your monthly Direct Debit amount will stay the same but the overall amount due will be reduced. So, depending on how much you overpay, you will either make fewer monthly payments or your final payment will be less.

  • My payment isn't showing on my account, what should I do?

    Please make sure you have allowed 5 working days from the date you made the payment. If your payment is not showing after 5 days, please check with your bank before contacting us.

    If you make a payment directly from your bank account, please make sure you always use your loan account number as the reference for your payment. We need this to match your payment to your account. If this is incorrect or missing, your payment will be returned to the bank account it came from.

Payment difficulties

  • Where can I get help with budgeting and managing my money?

    We have a team of experienced advisors who can help if you feel you may have difficulties making your monthly payments. Please contact us to discuss your options.

    If you would like independent advice, there are several organisations who can provide free help and support.

    Citizens Advice

    For advice and information on debt and other topics, visit your local Citizens Advice Bureau (address in the phonebook) or go to www.citizensadvice.org.uk (England & Wales), www.cas.org.uk (Scotland) or www.citizensadvice.co.uk (Northern Ireland).

    National Debtline

    If you live in England, Wales or Scotland phone 0808 808 4000 or visit nationaldebtline.org for debt advice and information.

    Money Advice Scotland

    If you live in Scotland, phone 0141 572 0237 or visit www.moneyadvicescotland.org.uk

    StepChange Debt Charity

    For debt advice throughout the UK phone 0800 138 1111 or visit www.stepchange.org

  • What should I do if I can't make my payment this month?

    If you are struggling to make your payments or if you have any concerns about keeping up with payments in the future, please contact us immediately. We have experienced advisors who can help you.

  • What happens if I miss a payment or my payment is late?

    If at least the minimum payment due hasn’t cleared on your account by the due date there is a £25 arrears fee.

    Any late or missed payments will be recorded with the Credit Reference Agencies, which may make it more difficult or more expensive to obtain credit in the future.

About purchases

  • I have a question about the goods I purchased from the retailer

    If you have a question or complaint about a product you've used an Ikano Bank loan to purchase, you should contact the retailer directly. We do not have access to all of the information held by the retailers, so unfortunately we can't help with product or delivery questions

  • How do I return incorrect or faulty goods?

    If you have any queries about your purchase, please contact the retailer directly. Please keep your receipt as a record of your transaction.

About your account

  • What are the fees and charges for my loan account?
    • If we haven’t received your payment by the due date - £25 arrears fee. 
    • Administration fee for cheques returned ‘refer to drawer’ and unpaid direct debits - £12 unpaid Direct Debit/cheque fee. 
    • If we receive undelivered mail when we attempt to contact you by post - £25 goneaway fee.

    Make sure we have your up to date contact details. Call us to update your address if you move house.

  • Can I request my documents in large print, braille or audio?

    If you would like to receive documents in large print, Braille or audio, please call us on 0371 781 3080*.

  • How do I contact you if I have hearing or speech difficulties?

    You can use the Next Generation Text Service, go to ngts.org.uk for details.

  • I need to change my bank details

    Please call us on 0371 781 3080* immediately and we will update your account. For other ways to get in touch, see the Contact us page.

  • When will I receive my statement?

    You will receive a statement annually in the post. This statement will show how much you originally borrowed, your current balance, any interest charges and a summary of any payments made to us.

  • I have moved, how do I change my address?

    Please call us on 0371 781 3080* immediately and we will update your account.

    There is a £25 ‘Goneaway fee’ if we receive returned post when we try to contact you about your account, so please make sure you keep us updated if your contact details change.

  • Can I view my loan account online?

    You can’t view or manage your loan account online. If you need to check your balance or request a settlement figure you can call us on 0371 781 3057*.

    We’ll send you an annual statement.

Protecting your account

  • How do I know emails from Ikano are genuine?

    Any emails sent from Ikano Bank to our customers will always contain the last 3 digits of your postcode as a security measure. We will never send emails requesting you to provide any confidential information such as bank details, personal information or card details.

    If you are ever unsure about any communications you have received from Ikano Bank or if you believe you have received an email or telephone call that may be fraudulent, please contact us.

    For more advice on online security please see our ‘Stay Secure’ information.

  • How do I protect myself from identity theft?

    The following information is provided by the Finance and Leasing association. More information can be found at www.fla.org.uk or at www.identitytheft.org.uk/

    Top tips to protect yourself from Identity fraud:

    • Never give personal or account details to anyone who contacts you unexpectedly.
    • Cancel any lost or stolen credit or debit cards immediately.
    • Check bank and credit card statements as soon as they arrive, and contact the company concerned immediately if they include items that you do not recognise.
    • When throwing away documents that are useful to identity criminals – such as credit card receipts, bank statements, bills and other correspondence showing your name and address – shred them before binning them.
    • Regularly get a copy of your personal credit record from a credit reference agency to check that it does not include any entries that you do not recognise. Try Experian, TransUnion or Equifax.
    • If you move house, use Royal Mail’s redirection service for at least a year, to stop your post from going to your old address. Also, don’t forget to give your new address to your bank, your lender and all other organisations that you deal with.
    • Make it difficult for criminals to find out what your passwords are.
    • Never use the same password for more than one account.
    • Never use your bank password on other websites.
    • Avoid using your mother’s maiden name or family dates of birth as passwords.
    • Keep passwords safe and never record them in a way that leaves them open to theft, such as in your purse or wallet.

General questions

  • How do I contact Ikano Bank?
  • Can I request my documents in large print, braille or audio?

    If you would like to receive documents in large print, Braille or audio, please call us on 0371 781 3080*.

  • How do I contact you if I have hearing or speech difficulties?

    You can use the Next Generation Text Service, go to ngts.org.uk for details.

  • What is a credit reference agency?

    Credit reference agencies are independent organisations that hold information about adults living in the UK - including whether you're on the electoral roll, financial products you have, how much you currently owe and how well you've managed any financial products you've had (for example - have you missed any payments, any County Court Judgments etc). Lenders can request information about you to help them make a decision about lending you money (this is called a credit search).

    There are 3 main credit reference agencies in the UK (Experian, TransUnion & Equifax). For more information:

    www.transunion.co.uk

    www.experian.co.uk

    www.equifax.co.uk

  • What can I do if my application is declined?

    If you have applied for finance which we've been unable to approve, you can ask for the decision to be reviewed.

    To do this, please write to us -

    Ikano Bank AB (publ)
    P O Box 10081
    Nottingham
    NG2 9LX

    Please include a recent copy of your credit report and any other additional financial information that you feel we should be aware of.

    We will respond to your appeal within 14 days. We may need to call you to discuss your appeal. We'll write to you to confirm the decision.

  • Which retailers does Ikano Bank provide finance for?
  • What is a credit search?

    When you apply for credit (either with Ikano Bank or with any other lenders), a credit search is carried out. Credit searches help lenders make informed, fair decisions about lending money, as they can see what financial products you have and how well you've managed them in the past.

    The 'search' is where lenders request information about you from credit reference agencies. There are 3 main credit reference agencies in the UK (Experian, TransUnion and Equifax). These agencies hold lots of information about adults living in the UK - including whether you're on the electoral roll, financial products you have, how much you currently owe and how well you've managed any financial products you've had (for example – have you missed any payments, any county court judgments etc).

Store Cards

About purchases

  • I have a question about the goods I purchased from the retailer

    If you have a question or complaint about a product you've used an Ikano Bank store card to purchase, you should contact the retailer directly. We do not have access to all of the information held by the retailers, so unfortunately we can't help with product or delivery questions.

  • How does BNPL work on my New Look card?

    If you have spent £50 or more in one transaction on your New Look card you qualify for Buy Now Pay Later. This means your purchase is interest and payment free for up to 3 months. Interest will be charged on any balance remaining after this period.

    If you pay on time and in full before the end of your interest and payment free period you will not be charged interest. Your monthly statement will tell you when this ‘Buy Now Pay Later’ period ends, how much you need to pay and when you need to pay by.

    If you don’t repay the balance in full you will be charged interest - see your statement for details

  • How does interest free credit work on my Karen Millen card?

    If you spend £199 or more in one transaction using your Karen Millen card, you get up to six months interest free. You still need to make a payment each month (covering at least the minimum payment shown on your monthly statements) but no interest will be charged on your ‘interest free credit’ purchase balance until the interest free period ends. The date the interest free period ends will be shown on your statement.

    If you don’t repay the balance in full before the interest free period ends you will be charged interest - please see you statement for details.

    The interest free promotional rate will be withdrawn if minimum payments are not received during the interest free period.

  • I have not received my online order

    If you have any queries about a purchase you’ve made from one of our retailer partners, please contact the retailer directly.

  • How do I dispute a transaction?

    Most disputes can often be resolved quickly by speaking to the retailer directly. If you are unable to resolve your query with the retailer, please contact us so we can help you.

  • When will my refund appear on my account?

    Please allow up to 14 working days for any refunds to show on your account. All refunds will be shown on your statement.

  • How do I return incorrect or faulty goods?

    If you have any queries about your purchase, please contact the retailer directly. Please keep your receipt as a record of your transaction.

Paying off my store card

  • What happens if I have a Direct Debit and I pay extra?

    From 1st September, if you have a Direct Debit set up and you make extra payments, your Direct Debit payment will still be taken (unless your extra payment means that your balance is zero or less than the Direct Debit amount at the time the Direct Debit payment is requested). If your balance is less than your Direct Debit amount, we will only take a payment for the remaining balance.

  • What is the minimum payment?

    This is the minimum payment amount due each month based on the amount of credit owed (your balance).

    If there is a balance on your account we will require a payment of at least the minimum amount each month. For the Warehouse card this is 4% of the outstanding account balance or £4, whichever is greater.

    For the Oasis, Karen Millen or New Look cards this is 3.65% of your balance, or £3.65, whichever is the larger amount.

    If you make only the minimum payment each month, it will take you longer and cost you more to clear your balance. You can make additional payments at any time, see Ways to pay.

  • What is the ‘payment due date’?

    This is the date your payment must reach your account by. Always allow a minimum of 5 working days prior to this date to make your payment, so the payment reaches your account and clears on time.

  • How much do I need to pay?

    You need to pay at least the minimum payment shown on your monthly card statement.

    If you only pay the minimum payment each month, it will take you longer and cost you more to clear your balance. See Ways to pay for your payment options.

    You can set up access to your account online so you can check your balance, see how much you have available to spend and make a payment 24 hours a day.

    Set up now

    If you set up access to your account online you will no longer receive statements in the post. We will email you each time a new statement is ready to view and you can log in to check your account at any time.

  • How do I pay?

    Online

    The simplest way to manage your account and pay is to set up access to your card account online. You can then check your balance, see how much you have available to spend and make a payment 24 hours a day.

    If you’re a new user, set up access to your account now. You’ll need your card number.

    If you’ve already set up your account online, log in now

    You can make a debit card payment online without logging in: go to our secure payment page - this page will not show any of your account details. We’d recommend that you log in to view your account, so you make sure you pay the correct amount each month.

    Directly from your bank account

    (by standing order, internet/telephone banking and other automated transfers)

    You can make a payment directly from your bank account to:

    Ikano Bank AB
    Sort code: 40-02-50
    Account number: 81341561

    Please always use your 16 digit store card account number as the reference for your payment so we can match this to your account.

    Your account number is the long number on your card - or you can find this on your statement.

    Please allow up to 5 working days for the payment to clear on your account.

    Debit card

    If you don’t want to make a Debit card payment online, you can call us on 0371 781 3080* (you’ll need your 16 digit account number)

    By Direct Debit

    Call us on 0371 781 3080* to set up a new Direct Debit or to change an existing one.

    Pay in store (New Look only)

    New Look cardholders can make a payment in any New Look store - just remember to take your card with you.

    By cheque

    Make your cheque payable to Ikano Bank

    Please write your 16 digit account number on the reverse of the cheque. Your account number is the long number on your card - or you can find this on your statement. Please don’t send cash or any other correspondence in the envelope.

    Send your payment to us at Ikano, PO Box 1526, Northampton, NN1 9HL

    Cheque payments can take up to 5 days to clear (plus postage time) so please allow for this.

    See How long will may payment take to reach my account

  • How can I set up a direct debit?

    Call us on 0371 781 3080* to set up a new Direct Debit or amend an existing one to pay the minimum amount or your full outstanding balance each month.

  • How long will my payment take to reach my account?

     It can take up to 5 working days for payments to clear on your account. Please pay before the due date shown on your statement so your payments will clear in time.

    Please remember Bank Holidays are not classed as working days.

  • How are payments allocated if I don’t pay the full balance?

    Any payment that you make which is insufficient to repay the full balance on your account will be applied to cover any insurance premium due as a priority. Payments will be allocated to pay any higher interest rate balances off first, before any lower interest rates. When payments are allocated to each different balance they will be applied in the following order; default fees and other charges, interest and then purchases.

  • My payment isn't showing on my account, what should I do?

    Please make sure you have allowed 5 working days from the date you made the payment. If your payment is not showing after 5 days, please check with your bank before contacting us.

    If you make a payment directly from your bank account, please make sure you always use your 16 digit account number as the reference for your payment. We need this to match your payment to your account. If this is incorrect or missing, your payment will be returned to the bank account it came from.

  • What happens if I miss a payment or my payment is late?

    If at least the minimum payment due hasn’t cleared on your account by the due date shown on your statement there is a £12 arrears fee.

    Any late or missed payments will be recorded with the Credit Reference Agencies, which may make it more difficult or more expensive to obtain credit in the future.

    You can set up a Direct Debit so you don’t have to remember to make a payment each month, or you can manage your account online so you can keep track of your account and any payments due 24 hours a day.

About your account

  • What are the fees and charges for my store card account?
    • If we haven’t received at least your minimum payment by the due date - £12 arrears fee
    • If you spend over your credit limit for this account - £12 over limit fee
    • Administration fee for cheques returned ‘refer to drawer’ and unpaid direct debits - £12 unpaid Direct Debit/cheque fee
    • If we receive undelivered mail when we attempt to contact you by post - £25 ‘Goneaway fee’

    You can set up a Direct Debit so you don’t have to remember to make your payments each month. Or set up access to your account online, so you can keep track of your account 24/7.

    Make sure we have your up to date contact details. Call us to update your address if you move house.

  • I have moved, how do I change my address?

    Please call us on 0371 781 3080* immediately and we will update your account.

    There is a £25 ‘Goneaway fee’ if we receive returned post when we try to contact you about your account, so please make sure you keep us updated if your contact details change.

  • Can I manage my account online?

    You can set up access to your card account online. You can then view your transactions, make a payment and see the latest cardholder offers 24/7. Go to Set up access to your account.

    If you set up access to your account online you will no longer receive statements in the post. We will email you each time a new statement is ready to view and you can log in to check your account at any time.

  • How do I close my account?

    If you would like to close your account, please call us on 0371 781 3080*

  • How is the 'estimated interest' calculated?

    This is the estimated amount of interest payable next month based on you paying only the minimum by the due date.

  • How is interest charged?

    We will charge interest from the date of the purchase until the date the outstanding balance is paid in full (unless your purchase qualifies for a promotional rate). Promotional rates may not apply if you do not make the minimum payments by the due date.

    See how does BNPL work on my New Look card? or how does interest free credit work on my Karen Millen card? for more information on promotional rates.

  • What is a credit limit?

    Your credit limit is the amount you can spend up to using your card.

    You can see this on your monthly statement. If you make a purchase which takes your balance over your credit limit you will be charged an over limit fee of £12.

    See how do I check how much I can spend?

    If you would like to request an increase in your credit limit please call us on 0371 781 3080*

  • What is the ‘statement date’?

    The statement date is the date each month your statement is generated.

  • How do I find out the balance of my account?
  • What does the ‘balance’ on my statement mean?

    The statement balance is the total amount that you owe on your store card (up to the date on your statement).

    Your current balance may be different if you have made payments, purchases or refunded items etc since your statement was produced.

    You can check your current balance by setting up access to your account online. You can then check your account 24 hours a day so you know how much you can spend and when any payments are due.

    You can also call us to check your balance on 0371 781 3080*. Please make sure you have your 16 digit account number to hand.

  • How do I check how much I can spend?

    If you would like to check your balance or see how much you have available to spend you can set up access to your card account online. You can then view your transactions, make a payment and see the latest cardholder offers 24/7. Set up access to your account.

    You can also call us to check your balance on 0371 781 3080*. Please make sure you have your account number to hand.

  • Can I view my statements online?

    Yes. If you set up access to your card account online.

    We’ll send you an email each time a new statement is ready. You can log in at any time to view your account, check you balance, make a payment and see the latest cardholder offers. Go to Set up access to your account.

  • When will my refund appear on my account?

    Please allow up to 14 working days for any refunds to show on your account. All refunds will be shown on your statement.

  • How do I find out about recent transactions?

    If you have a store card with us, you can set up access to your account online to view recent transactions, check your current balance and any payments due.

    Set up access to your account here

    Log in to your account here

    You can also call us on 0371 781 3080* to ask questions about any transactions on your account. Please make sure you have your account number to hand.

Protecting your account

  • How do I know emails from Ikano are genuine?

    Any emails sent from Ikano Bank to our customers will always contain the last 3 digits of your postcode as a security measure. We will never send emails requesting you to provide any confidential information such as bank details, personal information or card details.

    If you are ever unsure about any communications you have received from Ikano Bank or if you believe you have received an email or telephone call that may be fraudulent, please contact us.

    For more advice on online security please see our ‘Stay Secure’ information.

  • How do I protect myself from identity theft?

    The following information is provided by the Finance and Leasing association. More information can be found at www.fla.org.uk or at www.identitytheft.org.uk/

    Top tips to protect yourself from Identity fraud:

    • Never give personal or account details to anyone who contacts you unexpectedly.
    • Cancel any lost or stolen credit or debit cards immediately.
    • Check bank and credit card statements as soon as they arrive, and contact the company concerned immediately if they include items that you do not recognise.
    • When throwing away documents that are useful to identity criminals – such as credit card receipts, bank statements, bills and other correspondence showing your name and address – shred them before binning them.
    • Regularly get a copy of your personal credit record from a credit reference agency to check that it does not include any entries that you do not recognise. Try Experian, TransUnion or Equifax.
    • If you move house, use Royal Mail’s redirection service for at least a year, to stop your post from going to your old address. Also, don’t forget to give your new address to your bank, your lender and all other organisations that you deal with.
    • Make it difficult for criminals to find out what your passwords are.
    • Never use the same password for more than one account.
    • Never use your bank password on other websites.
    • Avoid using your mother’s maiden name or family dates of birth as passwords.
    • Keep passwords safe and never record them in a way that leaves them open to theft, such as in your purse or wallet.
  • What do I do if my store card is lost or stolen?

    If you have lost your card or believe it to be stolen, please contact us immediately on:

    0371 781 3080*

    Or +44 371 781 3080 if you're calling from abroad.

    Our opening hours are detailed below. If you call outside our opening hours you can leave a message and we'll deal with this as soon as our office reopens.

Retailer promotions

  • How does interest free credit work on my Karen Millen card?

    If you spend £199 or more in one transaction using your Karen Millen card, you get up to six months interest free. You still need to make a payment each month (covering at least the minimum payment shown on your monthly statements) but no interest will be charged on your ‘interest free credit’ purchase balance until the interest free period ends. The date the interest free period ends will be shown on your statement.

    If you don’t repay the balance in full before the interest free period ends you will be charged interest – please see you statement for details.

  • How does BNPL work on my New Look card?

    If you have spent over £50 in one transaction on your New Look card you qualify for Buy Now Pay Later. This means your purchase is interest and payment free for up to 3 months. Interest will be charged on any balance remaining after this period.

    If you pay on time and in full before the end of your interest and payment free period you will not be charged interest. Your monthly statement will tell you when this ‘Buy Now Pay Later’ period ends, how much you need to pay and when you need to pay by.

    If you don’t repay the balance in full you will be charged interest - see your statement for details

  • What are the New Look Card monthly, quarterly and annual prize draw terms and conditions?

Payment difficulties

  • What should I do if I can't make my payment this month?

    If you are struggling to make your payments or if you have any concerns about keeping up with payments in the future, please contact us immediately. We have experienced advisors who can help you.

  • What happens if I miss a payment or my payment is late?

    If at least the minimum payment due hasn’t cleared on your account by the due date shown on your statement there is a £12 arrears fee.

    Any late or missed payments will be recorded with the Credit Reference Agencies, which may make it more difficult or more expensive to obtain credit in the future.

    You can set up a Direct Debit so you don’t have to remember to make a payment each month, or you can manage your account online so you can keep track of your account and any payments due 24 hours a day.
  • Where can I get help with budgeting and managing my money?

    We have a team of experienced advisors who can help if you feel you may have difficulties making your monthly payments. Please contact us to discuss your options.

    If you would like independent advice, there are several organisations who can provide free help and support.

    Citizens Advice

    For advice and information on debt and other topics, visit your local Citizens Advice Bureau (address in the phonebook) or go to www.citizensadvice.org.uk (England & Wales), www.cas.org.uk (Scotland) or www.citizensadvice.co.uk (Northern Ireland).

    National Debtline

    If you live in England, Wales or Scotland phone 0808 808 4000 or visit nationaldebtline.org for debt advice and information.

    Money Advice Scotland

    If you live in Scotland, phone 0141 572 0237 or visit www.moneyadvicescotland.org.uk

    StepChange Debt Charity

    For debt advice throughout the UK phone 0800 138 1111 or visit www.stepchange.org

General questions

  • How do I contact Ikano Bank?
  • Can I request my documents in large print, braille or audio?

    If you would like to receive documents in large print, Braille or audio, please call us on 0371 781 3080*.

  • How do I contact you if I have hearing or speech difficulties?

    You can use the Next Generation Text Service, go to ngts.org.uk for details.

  • What is a credit reference agency?

    Credit reference agencies are independent organisations that hold information about adults living in the UK - including whether you're on the electoral roll, financial products you have, how much you currently owe and how well you've managed any financial products you've had (for example - have you missed any payments, any County Court Judgments etc). Lenders can request information about you to help them make a decision about lending you money (this is called a credit search).

    There are 3 main credit reference agencies in the UK (Experian, TransUnion & Equifax). For more information:

    www.transunion.co.uk

    www.experian.co.uk

    www.equifax.co.uk

  • What can I do if my application is declined?

    If you have applied for finance which we've been unable to approve, you can ask for the decision to be reviewed.

    To do this, please write to us -

    Ikano Bank AB (publ)
    P O Box 10081
    Nottingham
    NG2 9LX

    Please include a recent copy of your credit report and any other additional financial information that you feel we should be aware of.

    We will respond to your appeal within 14 days. We may need to call you to discuss your appeal. We'll write to you to confirm the decision.

  • Which retailers does Ikano Bank provide finance for?
  • What is a credit search?

    When you apply for credit (either with Ikano Bank or with any other lenders), a credit search is carried out. Credit searches help lenders make informed, fair decisions about lending money, as they can see what financial products you have and how well you've managed them in the past.

    The 'search' is where lenders request information about you from credit reference agencies. There are 3 main credit reference agencies in the UK (Experian, TransUnion and Equifax). These agencies hold lots of information about adults living in the UK - including whether you're on the electoral roll, financial products you have, how much you currently owe and how well you've managed any financial products you've had (for example – have you missed any payments, any county court judgments etc).

Brexit

  • When the United Kingdom (UK) leaves the European Union (EU), does Ikano Bank expect to continue operating in the UK?

    Yes. We’ve been providing financial products in the UK for over 25 years and remain committed to our UK customers.

    We’re a branch of the Swedish company (Ikano Bank AB (publ)) and have no plans to change this after Brexit.

  • Will there be any changes to my account terms and conditions

    All terms and conditions for our UK customers are governed by UK law and this will not change as a result of Brexit.

    There’ll be a change in how Ikano Bank is regulated by the Swedish regulator (Finansinspektionen) and UK regulators (Prudential Regulation Authority and Financial Conduct Authority). When this happens, we’ll update your terms and conditions to reflect how this regulation applies in practice.

    This will not change how your account operates.

    The Finansinspektionen is the Swedish Financial Supervisory Authority.

    The Prudential Regulation Authority (PRA) at the Bank of England is a UK financial services regulatory body, with a focus on the financial soundness of firms.

    The Financial Conduct Authority is a UK regulator for financial services firms and financial markets, with a focus on consumer protection.

  • Do I need to do anything?

    No, you don’t need to do anything. Your account will remain the same, with the same account number and log in details (if you manage your account online).

    Any Direct Debits or Standing Orders that you have set up for your account will remain the same.

  • Will there be any changes to how my personal data is held or processed?
  • When the UK leaves the EU, does this affect how I can make a complaint about Ikano Bank?

    No, if you have a complaint we’ll still deal with it in the first instance. If you’re not happy with our response, you can refer your complaint to the UK Financial Ombudsman Scheme.

    For more information on how to make a complaint, please view our Complaints Process.

The FAQs above assume that the United Kingdom will leave the European Union at some point in the future. The exact nature of how the United Kingdom will leave the European Union is uncertain at the time of writing.
* We are open Monday to Friday 8.30am-8.00pm, Saturday 8.30am-6.00pm and Sunday closed. Calls to this number cost the same as a call to a standard "01" or "02" landline number, even when calling from a mobile.