Problem with your purchase?

We can support you to raise a claim with the retailer

How we can help you

If there's a problem with something you've bought using finance from Ikano Bank, we can support you.

If you can't resolve it with the retailer yourself, you can raise a claim through us.

We'll work with you and the retailer to try and sort the problem out.

While your claim is being investigated

Please keep making your monthly payments. If you stop them, you may get late payment fees and it could impact your credit file.

We'll let you know if you don't need to pay.

Before you raise a claim with us

Please raise your claim with the retailer first. This is often the quickest way to sort the issue.

If you're not happy with their response, gather all your evidence to raise your claim with us instead. You'll need:

  • the name of who you spoke with, when it was and what you talked about.
  • a copy of the receipt for your purchase or missing refunds
  • copies of any letters, emails, delivery confirmations and relevant documents.

After we receive your claim

  • We'll let you know when we've raised it with the retailer.
  • We'll work with you and the retailer to try and resolve the problem within 60 days.
  • Where it takes longer, we'll keep you informed of how things are going.
  • We'll write to you with the result.

The retailer will often tell us they've sorted the problem with you directly. But before we close the claim, we'll still try to contact you to check you're happy with the outcome.

How to raise your claim

You can raise your claim through our online form, by email or post.

Online

You can send us your claim  by filling in our online form.

Retailer claims form

Email

Download our claims form, fill it in and email it to complaints@ikano.net.

Download claims form

Remember, you can send us your claim by filling in our online claims form.

Post

Download our claims form, fill it in and send it with your evidence to:

Ikano Bank
PO Box 7221
Willenhall
WV1 9DR

Download claims form

Remember, you can send us your claim by filling in our online claims form.