Complaints data

Period covered in this report: 1 January 2019 to 31 July 2019

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. For a list of these brands click here.

Complaints Data

Product/ Service Group

Product/ Service Group

Provision (at reporting period end date)

Number of complaints opened by volume of business

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints opened

Number of complaints closed

Number of complaints closed

Percentage closed within 3 days

Percentage closed within 3 days

Percentage closed after 3 days but within 8 weeks

Percentage closed after 3 days but within 8 weeks

Percentage upheld

Percentage upheld

Main cause of complaints opened

Main cause of complaints opened

Banking and credit cards

2.67 per 1,000 accounts

N/A

1,694

1,614

51.49%

47.77%

23.05%

Sums/ Charges or Product Performance

Insurance and protection

570.44 per 1,000 policies in force

N/A

413

236

0.42%

97.03%

9.75%

Sums/ Charges or Product Performance

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