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