How to complain
Step 1: Choose what your complaint is about
Select the option that best matches your complaint.
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.
Using our online form
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 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.
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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.
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If you think we may have breached data protection law in the way we have handled your personal data, you can raise a complaint using our online Complaints Form or by emailing us at DPO@ikano.net.
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.
We’ll tell you in this message if your complaint is about a payment service (such as an issue being able to spend on your credit card), and we’ll aim to respond within 15 days, but in some cases, this may take up to 35 days.
For all other complaint types, including complaints relating to data protection, this can take up to 8 weeks.
Step 4: Keeping you updated
If we're still investigating your complaint after 4 weeks, we'll contact you to let you know.
Step 5: 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. They will only do so in limited circumstances – for example, if they believe the delay was caused by exceptional circumstances.
You can contact them by:
Phone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Or write to:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London
E14 9SR
Data protection complaints
If your complaint relates to data protection and you’re not satisfied with our final response, you have the right to complain to the Information Commissioner’s Office (ICO) which enforces data protection laws.
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.
