Complaints process

What you can expect from Ikano

Introduction

At Ikano Bank UK we believe it is important to manage complaints fairly between ourselves, our 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 Bank UK supports a complaints procedure that deals with customer concerns within a suitable time frame 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 complaints.

Complaints data

What is a complaint?

Ikano Bank UK considers a complaint to be any situation where a customer expresses dissatisfaction regarding the service or products Ikano Bank UK has provided.

If you make a complaint

i. First point of contact

Any complaint received will be passed to the relevant team and they will start their investigation. By the close of the third working day after we received your initial complaint, we will, where possible, speak to you by telephone to discuss the matter. If this does not resolve your complaint we will send a written acknowledgement within 5 working days

ii. Final response

Within 8 weeks of receiving your initial complaint, we will send you a final response to your complaint or if it is not possible, we will update you and advise when we estimate a final response will be sent to you

Escalating a complaint

If you consider that our response to your complaint does not fully address the concerns you have raised, please let us know by calling our customer service number 0371 781 3080* (+44 371 781 3030* if you're calling from abroad) so we can understand if there is anything more we can do.

If you are dissatisfied with our resolution, you may refer your complaint to the Financial Ombudsman Service free of charge. Although there are time limits for referring your complaint to the Ombudsman, we will consent to the Ombudsman considering your complain, even if you refer the complaint outside the time limits.

You can contact the Financial Ombudsman Service at:

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

Telephone: 0800 023 4567 or 0300 123 9123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

The European Commission offers a service for resolving disputes between consumers and online traders. You can access this service here: https://ec.europa.eu/consumers/odr/

Investigation involving a dispute over goods or transactions

Where a query involves a dispute over goods or a transaction, you will be sent a dispute form to complete. Once we have received the completed form, the dispute will be raised with the third party or retailer. A written acknowledgement of the dispute will be sent to you, providing details of the investigation being undertaken.

Whilst the dispute is being investigated your account may be frozen to stop payments being taken and interest / fees being accrued. Following the retailer or third party’s investigation, Ikano will write to you with a resolution, which may include a repair, refund or replacement of the goods.

You can call us on

0371 781 3080*

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

Open hours

Weekdays 8.30am to 9.00pm

Saturday 8.30am to 8.30pm

Sunday 10.00am to 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.

Or email general questions to:

customerservice@ikano.net

For security reasons, Ikano only communicates by email for general information. We cannot resolve queries related to your account by email. If you choose to send sensitive or account specific information (such as card or account details) to us via email, you do so at your own risk

Or you can write to us at:

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

Payment Protection Insurance

What is Payment Protection Insurance (PPI)?

Payment Protection Insurance (PPI) is an insurance product that enables customers to insure monthly repayments of credit products in the event they become ill or disabled, lose a job or face other circumstances that may prevent them from earning income to make their monthly payments.

Payment Protection Insurance does not extend to policies that cover you in the event of death or critical illness. These are classed as Life or Critical Illness policies and do not offer the same cover as a Payment Protection Insurance.

An easy way to check if you have taken out PPI with any of our loan or store card products is to check your product statements for evidence of premiums paid. Also, you may have policy booklets and loan or credit agreements that show information on PPI.

If you have or had one of the store cards or loans with us listed below, you may have taken out PPI.

Please note we did not engage in any sales of new PPI policies after 23rd March 2009

If you have a concern about how your PPI Policy was sold, it's easy for you to contact us directly. You don’t need to use a Claims Management Company (CMC) who will typically charge an upfront fee or take a proportion of any compensation you may be due

To help with your query you can print out and complete the PPI Questionnaire

Download form

Or you can find it here:

https://www.financial-ombudsman.org.uk/publications/technical_notes/ppi/PPI-consumer-questionnaire.pdf

Then post it with a covering letter to:

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

Or you can call us on the number above.

You have the right to refer your complaint to the Financial Ombudsman Service, free of charge if you feel that we haven’t come to a resolution that you are happy with. Although there are time limits for referring your complaint to the Ombudsman, we will consent to the Ombudsman considering your complaint even if you refer the complaint outside the time limits. You can find the details for the Financial Ombudsman above.

Accounts that may have PPI

Ikea Home Card
Ikea Home Loan
Leeds and Holbeck Personal Finance
Leeds and Holbeck Personal Loan
Leeds Personal Loan
The Austin Reed Credit Card
The CC Credit Card
The CC Mimosa Card
The Coast Card
The Habitat Card
The Habitat IFC
The Habitat Interest Free Loan

The Ikea Card
The Karen Millen Card
The Liberty Account Card
The Liberty Card
The Liberty Club Card
The Liberty Interest Free Loan
The New Look Card
The Oasis Card
The Oasis VIP Card
The Principles Card
The Principles Visa Card
Warehouse
Warehouse Fashions