How to complain
Step 1: Please pick your account type
See your ways to complain by picking your account type:
See your ways to complain by picking your account type:
If it's about a loan or store card, you can complain to us by online form or post.
You can send your complaint to:
Ikano Bank
PO Box 7221
Willenhall
WV1 9DR
Please include:
Bought something with your finance and there's a problem with the item?
We can help you to raise a claim with the retailer
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.
If it's about your savings account, you can complain in your online account, by phone or post.
You can send us your complaint by secure message in your online savings account.
You can call us to raise your complaint.
0333 155 4607Monday to Friday, 9am until 5pm
You can send your complaint to:
Ikano Bank
Savings Department
PO Box 972
Wallsend
NE28 5FF
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.
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.
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.
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
Every 6 months, we publish information about how many complaints we've had and how long we've taken to resolve them.
