Help Centre

Personal and retail loan FAQs

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Top questions

Here are some common questions about loans

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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

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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.

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What's my balance?

It’s the total amount you owe. If you need to know your current balance or are looking to pay off your loan, fill in the online form

Loan balance request

  • Which retailers do Ikano Bank provide loans for?

    We offer loans through a number of well-known retailers.

  • Fees and charges

    We charge a £12 fee if:

    - you don’t pay by the due date
    - you pay by cheque and it bounces

  • How to cancel your loan

    You can cancel your agreement within 14 days of your application. You'll have 30 days to pay back what you've borrowed.

    To request a cancellation, please fill in our online cancellation form.

Your application

  • My application has been declined. How do I appeal?

    We may decline your application because it’s not affordable or you have a poor credit history. We decide this using:

    - information you give us
    - your credit file.

    You can ask us to review the decision online. We'll need to see a recent copy of your credit file. We’ll reply within 14 days to let you know our decision or ask you for more information.

    Alternatively you can write to Ikano Bank, PO Box 7221, Willenhall WV1 9DR.

  • How to sign your loan agreement
  • Need help with signing your loan agreement?


  • Can I pay off my loan in full?

    Yes. If you want to pay off your loan early, you can ask us for a settlement figure online. We will tell you how much it'll be to pay off your loan 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.

  • How will I know my loan is paid off?

    After you've settled your loan, you'll get a letter within 3 weeks to confirm your account is closed.

  • Can I change the date of my payment?

    Yes. After your first Direct Debit payment, you can contact us to change your payment date. We'll let you know when it'll change over.

  • Can I pay extra?

    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.

    If you want to pay off your loan, you'll need to ask us for a settlement figure first.


  • How do I change my bank details?

    After your first Direct Debit payment, please contact us to change your bank details. We'll let you know when it'll change over.

  • When will I get my statement?

    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.

  • Letting us know about a bereavement

    After you tell us, we'll make the process of closing the person's account as smooth as possible.

    Register a bereavement

  • My account is in credit - what do I do?

    Your account could be in credit if you've:

    - paid more than the amount due on your statement
    - had a refund.

    A credit shows on your statement as a minus figure.

    If your account is in credit you can ask us for a credit balance refund.


  • If you have a question about your purchase

    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.

  • If there’s a problem with your retailer purchase

    We can help if there's an issue with something you've bought using a loan from Ikano Bank.

    How to raise a claim

  • If you’re not happy with your loan or our service

    If you're not satisfied with the service you've received from Ikano Bank, we want to know about it. Please get in touch so we can put it right.

    How to complain

If you're worried about paying

  • What happens if I miss a payment?

    You’ll be charged a £12 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

  • What if I can’t pay this month?

    We can help if you're worried about paying. Please get in touch with us straightaway.

  • What happens if I keep missing payments?
  • Where can I get help with managing my money?

    There are lots of charities that offer free and independent advice to help you manage your finances.

    Get financial support

Contact us

Can't find the answer to your question? We're here to help.

Contact us

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What is a Buy Now Pay Later loan?

Buy Now Pay Later (BNPL) gives you more flexibility when paying off your retail loan.

More about BNPL

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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 0333 155 4600* +44 333 155 4600 if you’re calling from abroad.

    *We are open Monday to Friday 9am to 12pm and 1pm to 4.30pm. Our phone line is often quieter in the afternoon.


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