Help Centre

We're here to help with your account

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Frequently asked questions

Here are some popular questions we get. They could help answer your query quickly, but please get in touch if you don’t find what you need.

Loans
Loan FAQs

Help to manage personal or retail loans

Loans help

Piggy bank
Savings account FAQs

Help with managing your savings

Savings help

Managing your account

Here are a few ways to complete some tasks

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Make a payment

There are plenty of ways to pay - you choose the one that suits you best.

Due to the Coronavirus health alert, post and cheque payment processing times may be significantly longer. We recommend paying by a different method to make sure your payment clears on time.

Ways to pay

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Get help with your finances

If you're worried about money or keeping up with your payments, we're here to help you.

Financial support

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Make a complaint

Sometimes things go wrong. If this happens, please tell us so we can put it right.

How to complain

Questions about Brexit

  • Will Ikano Bank stay in the United Kingdom after Brexit?

    Yes. We've been operating in the UK for over 25 years and have no plans to change this because of Brexit.

    We’re a branch of the Swedish company Ikano Bank AB (publ) and remain committed to our UK customers.

  • Will my terms and conditions change?

    All terms and conditions for our customers in the UK are governed by UK law. This won't change after Brexit.

    There’ll be a change in how Ikano Bank is regulated by the Swedish regulator (Finansinspektionen) and UK regulators (Prudential Regulation Authority and Financial Conduct Authority). When this happens, we’ll update your terms and conditions to reflect how this regulation applies.

    It will not change how your account works.

  • Do I need to do anything?

    No, your account and details will stay the same as before.

  • Will you change how my personal data is held or processed?

    We don't expect this to change.

    For more information on how we use your data, please see our privacy notice.

  • Will it affect how I can make a complaint about Ikano Bank?

    No. If you have a complaint we’ll still deal with it first. If you’re not happy with our response, you can refer your complaint to the Financial Ombudsman Service.

    Our complaints process

This information reflects that the United Kingdom left the European Union on 31 January 2020. Current rules for the UK and EU apply during the transition period. New rules will take effect on 1 January 2021.

Contact us

These are challenging times and we’re dealing with a high number of calls and requests for customer support. Unfortunately this can mean long call wait times and queues.

We’re doing our best to help customers who need our support the most, so please only call if your request is urgent. Thank you for your understanding.

Contact us

Coronavirus help and support

Take Five - To Stop Fraud

Accessibility services

We want to make it easy for everyone to use our products and services. This means we're always working hard to improve accessibility for people who have a disability or health condition.

  • If you're blind or visually impaired

    We can send you documents in accessible formats. To ask for large print, Braille or audio, please contact us on 0344 856 5753* +44 344 856 5753 if you’re calling from abroad. This is an automated line so please leave a message*

     

  • If you're deaf or hearing impaired, or have a speech difficulty