Complaints process

If you have a complaint

We aim to provide simple products that meet your needs as a customer. Sometimes things go wrong - if this happens, please let us know as soon as possible so we can look into it and put things right.

For queries or issues with your purchase from one of our retailer partners please go to the retailer disputes section of this page.

Complaints data

How to complain

Online

You can make your complaint online. The information submitted will only be used for the purposes of the complaint.

By email

complaints@ikano.net

Please let us know your full name, address, postcode and date of birth when making a complaint via email. Include any information that will help us look into your complaint (including your account number if you have one).

Due to Coronavirus, we currently cannot accept complaints by phone or post. 

What happens when we receive your complaint

If you call us to make a complaint, we’ll attempt to resolve this straight away. If we need to investigate further we’ll explain this to you and will let you know what happens next.

All complaints received by post or online form are passed to the relevant team to investigate. We will (where possible) aim to call you to discuss your complaint by the end of the third working day after we receive it. Please make sure you provide a contact telephone number so we can speak to you.

If we are unable to contact you by phone, we will send a written acknowledgement within 5 working days.

Final response

We aim to resolve all complaints as soon as possible.

Within 8 weeks of receiving your complaint, we will send you a final response letter. For more complex complaints it may not be possible to resolve your complaint within this time, if this is the case we will update you and let you know when we estimate a final response will be sent to you.

Your final response letter will include the details of our investigation, our decision about your complaint and any next steps. It will also include information about what to do if you are not satisfied with our response and information about the Financial Ombudsman Service (FOS).

If you feel that our response to your complaint has not addressed the concerns you have raised, please call us* so we can understand if there is anything more we can do.

Should you remain dissatisfied following the completion of our review, you have the option to refer the matter free of charge to the Financial Ombudsman Service at:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

If you choose to refer your complaint, you should do this as soon as possible after our final response, but this must be within six months of the date of our final response.

Please note, the Financial Ombudsman Service will need our consent to investigate complaints where:

- we have not had the chance to put things right.

- we have not exceeded the eight-week timescale and have not yet issued our final response letter.

Before you refer the matter to the Ombudsman you may wish to:

- Call them on 0800 023 4567 or email: complaint.info@financial-ombudsman.org.uk to discuss your complaint.

- You can also visit their website on www.financial-ombudsman.org.uk for more information.

Finally, 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/

If you have an issue with a purchase from a retailer partner

If you have an issue with a purchase you’ve made from one of our retailer partners using finance from Ikano Bank, we’ll ask you to complete a ‘dispute form’. We need you to do this so we have all the information we need to raise this with the retailer.

Download dispute form

Email it to complaints@ikano.net or post it to us at: 

Ikano Bank
PO Box 10081
Nottingham
NG2 9LX

Please note: due to Coronavirus there could be a delay in the post - we'll process your dispute as soon as possible.

Once we have received the dispute form, we will raise it with the retailer on your behalf. We’ll write to you to confirm this and let you know the details of how this will be investigated.

We’ll let you know if payments will still be required while the retailer is looking into your dispute.

After the retailer has investigated your dispute, we will write to you with a resolution.