Store card FAQs

The easiest way to make a payment is through your online account.

Log in to your account

Need help logging in?

Set up access to your account

More ways to pay

Your balance is the total amount you owe as shown on your statement. It includes any purchases, fees, and charges on your account. The amount may be different if you have paid us, bought items, or had a refund since your last statement.

You can view your latest statement in your online account.

Log in to your account

Need help logging in?

Set up access to your account

If you can't get online contact our Customer Service Team.

You can change your address by filling in our online form.

You can also update more store card details.

You need to pay at least the minimum payment shown on your monthly statement.

If you only pay the minimum amount, it will take you longer and cost you more to clear your balance.

The easiest way to make a payment is through your online account.

Log in to your account

Need help logging in?

Set up access to your account

More ways to pay

Contact us straight away by filling in our online form.

We will block your card and send you a new one.

It starts with higher interest rate balances, covering default fees and charges, then interest, then the cost of your purchases.

If you paid more than 5 working days ago, check with your bank to see if the payment was processed.

If your payment has been returned, it's because you've used the wrong reference or not added one. It must be your store card account number so we can match it to your account.

If it's been processed, please get in touch so we can look into it.

We charge a £12 fee if:

• you don’t pay the minimum payment by the due date
• you spend over your credit limit
• you pay by cheque and it bounces.

We charge interest from the day you bought your item until the balance is fully paid (unless you're eligible for a promotional rate).

You get up to 55 days interest free on all purchases if you pay in full.

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

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

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

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 with £0 minimum payment due.

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

You can close your account when you've paid off all you owe.

To close your account please contact our Customer Service Team.

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

Register a bereavement

We can help if there's a problem with something you've bought using a store card serviced by Ikano Bank.

How to raise a claim

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 would like to receive documents in large print, Braille or audio, please visit our Accessibility services page.

You can use the Relay UK service to get in touch with us. Please visit our Accessibility services page for details.

Credit reference agencies are independent organisations that hold information about adults living in the UK - including whether you're on the electoral roll, financial products you have, how much you currently owe and how well you've managed any financial products you've had (for example - have you missed any payments, any County Court Judgments etc). Lenders can request information about you to help them make a decision about lending you money (this is called a credit search).

There are 3 main credit reference agencies in the UK (Experian, TransUnion & Equifax). For more information:

www.transunion.co.uk

www.experian.co.uk

www.equifax.co.uk

When you apply for credit (either with Ikano Bank or with any other lenders), a credit search is carried out. Credit searches help lenders make informed, fair decisions about lending money, as they can see what financial products you have and how well you've managed them in the past.

The 'search' is where lenders request information about you from credit reference agencies. There are 3 main credit reference agencies in the UK (Experian, TransUnion and Equifax). These agencies hold lots of information about adults living in the UK - including whether you're on the electoral roll, financial products you have, how much you currently owe and how well you've managed any financial products you've had (for example – have you missed any payments, any county court judgments etc).

See the contact us page