Complaints process

What you can expect from Ikano

Introduction

At Ikano Bank UK we believe it is important to manage complaints fairly between ourselves, our customer and with the retailer. We appreciate that there may be times where a customer may not feel satisfied with an outcome and understand the importance in providing an acceptable resolution. Therefore, Ikano Bank UK supports a complaints procedure that deals with customer concerns within a suitable time frame and to an agreeable conclusion. We encourage customers to speak with our advisors right away and advisors are in turn empowered to deal with all types of complaints.

What is a complaint?


Ikano Bank UK considers a complaint to be any situation where a customer expresses dissatisfaction regarding the service or products Ikano Bank UK has provided.

The steps a customer will be taken through

i. First point of contact

Any complaint received will be passed to the relevant team and they will start their investigation. By the close of the third working day after we received your initial complaint, we will, where possible, speak to you by telephone to discuss the matter. If this does not resolve your complaint we will send a written acknowledgement within 5 working days

 

 

 

ii. Final Response

Within 8 weeks of receiving your initial complaint, we will send you a final response to your complaint or if it is not possible, we will update you and advise when we estimate a final response will be sent to you

Escalating a complaint

If you consider that our response to your complaint does not fully address the concerns you have raised, please let us know by calling our customer service number so we can understand if there is anything more we can do.

If you are dissatisfied with our resolution, you may refer your complaint to the Financial Ombudsman Service at any time.  

Their details are:

The Financial Ombudsman Service,
Exchange Tower,
London,
E14 9SR
Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

 

 

We are members of the Finance & Leasing Association (FLA). If you have a loan or a store card product then the FLA can assist you and can be contacted in writing.

Their details are:

The Compliance Manager,
Finance & Leasing Association,
2nd Floor Imperial House,
15 – 19 Kingsway, London,
WC2B 6UN.

Website: www.fla.org.uk

If you are an Ikano Bank saver then the FLA does not apply.

 

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/

Investigation involving a dispute over goods or transactions

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

*Our lines are open

  • Weekdays   8.30am - 9.00pm
  • Saturdays   8.30am - 8.30pm
  • Sundays   10.00am - 1.00pm

To maintain a quality service, and for security reasons, we may monitor or record phone calls.

0371 781 3080

*Calls to this number cost the same as a call to a standard "01" or "02" landline number, even when calling from a mobile. Calls to this number are also included in any bundled minutes or free talk time that covers landline calls. Where calls are made outside of a bundle you will be charged at the national rate.

The actual cost you are charged will depend on your phone provider, please check with them if you are unsure.

+44 371 781 3080 if you’re calling from abroad.