How to complain
Step 1: Please pick your account type
See your ways to complain by picking your account type:
Complaints and claims
What you can expect from Ikano Bank
Sometimes things go wrong. If they do, please tell us so we can try to put it right.
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Loans or store card complaints
If it's about a loan or store card, you can complain to us by online form or post.
If you want to complain by post
You can send your complaint to:
Ikano Bank
PO Box 7221
Willenhall
WV1 9DRPlease include:
- your full name and date of birth
- your full address including postcode
- any information that will help us look into your complaint
- your account number if you have one.
Complaint about your purchase or the retailer?
Bought something with your finance and there's a problem with the item?
We can help you to raise a claim with the retailer
Complaint about something else?
If your complaint is about the service Ikano Bank has provided you, please get in touch so we can put it right.
Simply send us your complaint by using our online form.
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Savings complaints
If it's about your savings account, you can complain in your online account, by phone or post.
Complain via your online account
You can send us your complaint by secure message in your online savings account.
Complain by phone
You can call us to raise your complaint.
0333 155 4607Monday to Friday, 9am until 5pm
Complain by post
You can send your complaint to:
Ikano Bank
Please include:
Savings Department
PO Box 972
Wallsend
NE28 5FF- your full name and date of birth
- your full address including postcode
- any information that will help us look into your complaint
- your account number.
Step 2: We'll be in touch
Your complaint will be passed to the relevant team to investigate as soon as they can.
Where possible, we'll try to contact you to talk about your complaint. This will happen by the end of the third working day after we receive it.
Step 3: If we can't speak to you
We'll send you an email or letter to let you know we've received your complaint and we're looking into it.
This will happen within 5 working days.
Step 4: Our final response
When we've finished investigating, we'll send you a final response letter. This can take up to 8 weeks. If your complaint is more complicated and we can't give you a final response at that time, we'll let you know how much longer we think it will take.
Your final response letter will include the details of our investigation, our decision, and any next steps. It will also explain what you can do if you're not satisfied with our response.
After our final response
If you're not satisfied with our final response, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of our final response.
If you do not refer your complaint in time, the Ombudsman Service will not have our permission to consider your complaint and so will only be able to do so in limited circumstances. For example, if the Ombudsman believes that the delay was a result of exceptional circumstances.
You can find out more at financial-ombudsman.org.uk, they can step in if you feel that we haven’t come to a resolution that you are happy with.
You can call them on 0800 023 4567, email: complaint.info@financial-ombudsman.org.uk or write to them:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR
Our complaints figures
Every 6 months, we publish information about how many complaints we've had and how long we've taken to resolve them.
