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Extra support, when you need it

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At Ikano Bank we want our products to be for the many people and so we put you, our customer, at the heart of everything we do.

If you need extra support with managing your account, we are here to help. You might need support if you:

  • have a physical disability
  • have experienced a sudden life event that has affected your finances
  • need us to change how we communicate with you
  • are experiencing domestic or economic abuse
  • are living with mental health difficulties.

Whatever your situation, we are here to support you.

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What we can do to help

We will always try to give you the support you need and listen to what works best for you.

Here are some ways we can help:

  • Change how we communicate with you, including accessibility support and tips for using our website or app. You can find more information on our Accessibility page.
  • Give you the option to have someone manage your account on your behalf.
  • Offer financial support options if you are worried about making your payments.
  • Share details of specialist organisations that can offer additional support, depending on your circumstances.

Getting support

Supporting someone else?

If you are helping someone who needs extra support, please tell us as much as you can about their situation so we can provide the right help.

Fill in our Carer’s web form

Or call us:

  • IKEA customers: 0333 155 4646 (Monday to Saturday 9am-5pm, Sunday 10am-6pm)
  • All other Ikano Bank credit account holders: 0333 155 4600 (Monday to Friday 9am-12pm and 1pm-4.30pm, Saturday and Sunday Closed)
  • Ikano Bank Savings account holders: 0333 155 4607 (Monday to Friday 9am-5pm, Saturday and Sunday Closed)
Woman sitting and talking with a man in a calm indoor setting, appearing to listen and offer support.

Your information

You do not have to share anything you are not comfortable with. If you choose to tell us about your needs, we will only use this information to support you. This may include, connecting you to charities and organisations who can help or changing the way we communicate with you.

We will share this information with our staff/suppliers to help us support you and in the event your account is transferred to a new owner, the information will be shared with the new owner of the account, this is to ensure you only need to tell us once. You can ask us to remove this information at any time. If you want to know more about how we use the information you give us, then please see our Privacy Notice.