Got a question?

Frequently asked questions and answers

Retail Loans

Paying off your loan

  • What can I do if my application is declined?

    If you have applied for a loan 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 loans for?

    We offer loans with a number of well known retailers, to help make those big purchases more affordable. Find out more about which retailers we work with.

  • 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’)
    • how much interest you will save by paying back early

    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.

    No additional charges for early repayment

    There's no charge for repaying your loan early but 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.

    *We are open weekdays 8.30am-8.00pm, Saturdays 8.30am-8.00pm and Sundays 10.00am-1.00pm. 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.

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

  • How can I pay my loan back?

    All loans must be paid using a Direct Debit.

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

    * We are open weekdays 8.30am-8.00pm, Saturdays 8.30am-8.00pm and Sundays 10.00am-1.00pm. 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.

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

Payment difficulties

  • 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 Ikano Finance to purchase through one of our retailer partners, you should contact them 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.

  • 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.

  • Can I change the date of my payment?

    The first payment of all loans is on a set date based upon your date of application. Once the first payment has been made, you can call us on 0371 781 3057* to change the date of the remaining payments. For other ways to get in touch, see the Contact us page.

    * We are open weekdays 8.30am-8.00pm, Saturdays 8.30am-8.00pm and Sundays 10.00am-1.00pm. 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.

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

  • Can I make additional loan payments?

    You can make additional payments at any time by calling us on 0371 781 3057*

    If you make additional payments, the amount of your monthly payment (Direct Debit) will not change. But you will pay off your loan quicker (i.e. we will take fewer monthly payments).

    * We are open weekdays 8.30am-8.00pm, Saturdays 8.30am-8.00pm and Sundays 10.00am-1.00pm. 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.

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

About purchases

  • I have not received my online order

    Please contact the retailer in the first instance to resolve any order queries.

    Find the contact details of the store

  • 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.

About your account

Protecting your account

General questions

Store Cards

About purchases

  • 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 store at which you made the purchase. Please keep your till receipt as a record of your transaction.

    Find the contact details of the store

Paying off my store card

  • 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 your bank cannot assist you after this time, contact us and we'll look into this matter for you.

  • How do I make a payment?

    Online

    To make a store card payment, click here to be taken through to our secure payment processing site.
    These payments may take up to 72 hours to show on your account.

    In store

    If you are a New Look cardholder you can make a payment in any of their stores. Just remember to have your New Look Card with you.

    By 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. For other ways to get in touch, see the Contact us page.

    By telephone

    Call us on 0371 781 3080* to make a debit card payment using our automated payment system. These payments may take up to 72 hours to show on your account.

    By standing order, internet bank and telephone banking

    When paying by Standing Order please quote the following details to your bank or service provider:

    Ikano Bank AB (publ). Sort code: 40-02-50. Account number: 81341561 These are different to those on the payment slip

    • Please always quote your 16 digit account number shown on the front of your statement
    • Please ensure that you instruct your bank or service provider to make payment 5 working days before your due date
    • You may choose the amount that you pay each month, however we will always require a minimum amount as detailed on your monthly statement

    At your bank

    Payments can be made at any UK bank using cheque, cash or postal order

    By post

    You can send a cheque payment by using the pre-addressed envelope enclosed in your statement.

    Please enclose the Bank Giro Credit slip with your payment. Print your account number on the reverse of the cheque.

    If you have lost your pre-addressed envelope please use the following address:

    Ikano, PO Box 1526, Northampton, NN1 9HL

    *We are open weekdays 8.30am-8.00pm, Saturdays 8.30am-8.00pm and Sundays 10.00am-1.00pm. 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.

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

  • How can I set up a direct debit?

    Simply 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. For other ways to get in touch, see the Contact us page.

    *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.

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

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

    We may impose a late payment fee if your payment is missed or late. This will also be noted with the Credit Reference Agencies.

About your account

Protecting your account

  • 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 lines are open at the following times:

    Weekdays 8.30am-8.00pm
    Saturdays 8.30am-8.00pm
    Sundays 10.00am-1.00pm

    Don't forget you can also contact our automated service to check your balance or make a payment 24 hours a day, 7 days a week.

    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.

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

  • 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, Call Credit 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.

Retailer promotions

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

    Payments made via our secure website or automated telephone system may take up to 72 hours to show on your account.

    For all other payment methods, please allow a minimum of 5 working days to allow your payment to clear.

    Please remember Bank Holidays are not classed as working days.

  • Can I pay via 'Faster Payments'?

    As Ikano are not a payment service provider, we are not part of this scheme.

    Please ensure you continue to allow a minimum of 5 working days for all payments.

  • Ikano would encourage all customers to set up a monthly direct debit to provide peace of mind that you won't forget to make your payments.

    Please call us on 0371 781 3080* to set up a new Direct Debit. For other ways to get in touch, see the Contact us page.

    *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.

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

Payment difficulties

General questions

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 as at 29 March 2019. The exact nature of how the United Kingdom will leave the European Union is uncertain at the time of writing.
* We are open weekdays 8.30am-8.00pm, Saturdays 8.30am-8.00pm and Sundays 10.00am-1.00pm. Calls to this number cost the same as a call to a standard "01" or "02" landline number, even when calling from a mobile.