Important information: Coronavirus help and support
Here are some common questions about loans
How do I pay?
You must have a monthly Direct Debit to pay off your loan. If you need to set one up or change it, please contact us.
You can pay extra, which could help you reduce your balance quicker and pay less interest.
Ways to pay
How do I change my address?
Simply fill in our change of address form to tell us your new details.
Please note - it could take up to 5 working days to update on your account.
What's my balance?
It’s the total amount you owe.
Contact us to find out your balance.
We offer loans through a number of well-known retailers.
For questions about a particular product, delivery or returns, contact the company you bought your item from first.
Otherwise please get in touch with us.
We charge a £25 fee if:
- you don’t pay by the due date
We charge a £12 fee if:
- your cheque bounces
- your Direct Debit is unpaid
You can ask us to review the decision by writing to Ikano Bank, PO Box 7221, Willenhall WV1 9DR.
Please include a recent copy of your credit report and any other financial information you think we should know about.
We’ll respond within 14 days - we may need to ask you for more information.
Please get in touch with us so we can put things right.
How to complain
Yes, you can call us on 0344 856 5535 (Monday to Friday, 10am to 2pm). We'll tell you how much and when you need to pay by.
The figure will include up to 58 days interest in line with the Consumer Credit (Early Settlement) Regulations 2004. This doesn't apply to interest-free credit loans.
Yes. After your first Direct Debit payment, you can call us on 0344 856 5535 (Monday to Friday, 10am to 2pm) to change it. We'll let you know when it'll change over.
Yes, see our ways to pay for more information. Remember, you’ll still pay your monthly Direct Debit until your loan is paid off. If you overpay, we’ll send you a refund.
If you’re being charged interest, paying more off earlier will mean you pay less interest overall. This is because interest on your loan is calculated daily on the remaining balance.
After your first Direct Debit payment, please call us on 0344 856 5535 (Monday to Friday, 10am to 2pm). We'll let you know when it'll change over.
We'll send you a statement every year in the post. It’ll show how much you borrowed, your current balance, and a summary of your payments for the last 12 months.
You’ll be charged a £25 fee. It may also be recorded on your credit report, which could make it harder or more expensive for you to get credit in the future.
Get help with paying
We can help if you're worried about paying. Please get in touch with us straightaway.
We'll always try to work with you first to help you pay off what you owe.
If you don't pay for 3 months or more, you may get a letter to say your debt's been sold to another company.
There are lots of charities that offer free and independent advice to help you manage your finances.
Get financial support
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.
Coronavirus help and support
Buy Now Pay Later (BNPL) gives you more flexibility when paying off your retail loan.
More about BNPL
We're supporting the Take Five campaign to help you better understand fraud and protect yourself.
What is identity theft?
How to report fraud
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.
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*
You can use the Relay UK service to get in touch with us.
Visit the Relay UK website
Need any help? go here