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Complaints data

Complaints

Period covered in this report: 1 July 2024 to 31 December 2024.

Financial companies are required by the regulator to report all the complaints they received from customers, every six months. At Ikano Bank AB (publ) we publish how many complaints we've received and how long we've taken to resolve them.

Ikano Bank AB (publ) provides consumer finance products in partnership with many of the UK's most recognisable high street retailers. See a list of the brands.

Complaints Data

Product/ Service Group Number of complaints opened by volume of business Intermediation (within the reporting period) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Banking and credit cards 4.18 per 1,000 accounts N/A 1,357 1,321 24.91% 70.17% 34.60% Other General Admin / Customer Service
Banking and credit cards
Number of complaints opened by volume of business
4.18 per 1,000 accounts
Intermediation (within the reporting period)
N/A
Number of complaints opened
1,357
Number of complaints closed
1,321
Percentage closed within 3 days
24.91%
Percentage closed after 3 days but within 8 weeks
70.17%
Percentage upheld
34.60%
Main cause of complaints opened
Other General Admin / Customer Service

The above table is the standard format that the Financial Conduct Authority requires firms to use, when reporting complaints in the above product areas.