Raise a claim

Supporting you to raise a claim with a retailer

Problem with your purchase?

If there's a problem with something you've bought using finance from Ikano Bank, we may be able to support you under Section 75 of The Consumer Credit Act 1974. You can raise a claim through us, and we'll work with you and the retailer to try and sort the problem out.

When are Section 75 rights applicable?

If the single item purchase is over £100.01 and up to £30,000
You used Ikano Finance to purchase the product
There has been a breach or misrepresentation of your contact.

Examples of when Section 75 may apply:

The retailer has gone into administration and cannot provide the agreed goods or services
The goods or services provided are different from those agreed in your contact or purchase
The goods or services are faulty.

When are Section 75 rights not applicable?

The single item costs less than £100.01
You no longer want the purchase
There has been no breach of the contact agreed between you and the retailer
You’ve paid by a different method than your Ikano Loan.

Examples of when Section 75 does not apply:

Your purchase was over £100.01, but it included two separate items: one costing £30 and the other £75
You are unhappy with the retailer’s service, but there has been no breach of contract or misrepresentation.

Before you raise a claim with us

Contact the retailer

If you haven’t already, we’d ask you to contact the retailer. They may be able to resolve your claim quicker than we can.

Keep making your payments

Please keep making your monthly payments. If you don’t, 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.

What we'll need from you

There’s some key information and documentation we’ll need from you to help us progress your claim quickly. This includes:

a copy of your purchase receipt or sales contact with the retailer
a copy of any emails or letters related to your purchase, such as a refund receipt, warranties or independent expert reports
any photos you feel are relevant to your claim
copies of any letters, emails, delivery confirmations or any other relevant documents
if you’ve spoken to the retailer, include the name of the person you spoke with at the retailer, the date and time of the conversation, and a summary of the topics you discussed
any additional information you feel is relevant to support your claim.

If you don't send us this information we may not be able to help, or may delay how quickly we can resolve your claim.

After you’ve raised a claim with us

We’ll keep you informed of updates through email

We aim to contact you by email within five working days to confirm we’ve received your claim. We’ll provide a summary of our understanding, and let you know if any payments are required.

If there are delays, we’ll keep you updated.

We’ll work with the retailer

We’ll contact the retailer and notify them of your claim.

We'll work with you and the retailer to try and resolve the problem within 60 days.

If the retailer is no longer trading, we’ll contact you and let you know if we need any more information about your claim.

We’ll let you know the outcome

We’ll contact you with the result.

In many cases, the retailer will notify us that they’ve resolved the issue directly with you. However, before resolving your claim, we’ll contact you to make sure you’re satisfied with the outcome.

Raise your claim

Please make sure you have read and understood all of the information above before starting your claim.

When you're ready you can either complete our claim form online or download a copy and post it to us.

Raise your claim online

Raise your claim

Raise a claim by post

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

Ikano Bank
PO Box 7221
Willenhall
WV1 9DR