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?

Please contact us to update it.

It's important to tell us as soon as you can. If post is sent back to us, there's a £25 fee.

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What's my balance?

It’s the total amount you owe.

Contact us to find out your balance.

  • Which retailers do Ikano Bank provide loans for?
  • Questions 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.

  • Fees and charges

    We charge a £25 fee if:

    - you don’t pay by the due date
    - we send you post and it’s returned to us

    We charge a £12 fee if:

    - your cheque bounces
    - your Direct Debit is unpaid

  • If your application has been declined

    You can ask us to review the decision by writing to Ikano Bank, PO Box 10081, Nottingham NG2 9LX.

    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.


  • Can I pay off my loan in full?

    Yes, you can call us* and 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.

    You’ll still need to pay by monthly Direct Debit until your loan is paid off. If you overpay, we’ll send you a refund.

  • Can I change the date of my payment?

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

  • Can I pay extra?

    Yes. 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 pay extra, you can call us* to make sure it doesn't impact your Direct Debit.

    Ways to pay


Your account

  • Can I manage my loan account online?

    Not at the moment. If you need urgent help with your account, please call us*.

  • How do I change my bank details?

    After your first Direct Debit payment, please call us* and we’ll update your account. 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.

If you're worried about paying

  • What happens if I miss a payment?

    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

  • 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

*Our call centre is currently open for urgent issues only

Due to Coronavirus, we're operating a limited service in our call centre.

Please get in touch only if you need immediate financial support

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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 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