Complaints and claims

What you can expect from Ikano Bank

Sometimes things go wrong. If they do, please tell us so we can try to put it right.

How to complain

Step 1 of 4: Please pick your account type

See your ways to complain by picking your account type:

Loans loans Loans or store cards
Piggy bank savings icon Savings accounts

If it's about a loan or store card, you can complain to us by online form, email or post.

Online form

You can send us your complaint in just a few minutes by filling in our online form.

Complaint form

Is your complaint about something you've purchased?
Read more about our claims process, so we can help you raise your issue with the retailer.

Claims process

Email

You can email your complaint to complaints@ikano.net.

Please include:

  • your full name and date of birth
  • your full address including postcode
  • any information that will help us look into your complaint
  • your account number if you have one.

Remember, you can also send us your complaint online.

Post

You can send your complaint to:

Ikano Bank
PO Box 7221
Willenhall
WV1 9DR

Please include:
  • your full name and date of birth
  • your full address including postcode
  • any information that will help us look into your complaint
  • your account number if you have one.

Remember, you can also send your complaint online.

If it's about your savings account, you can complain in your online account, by phone or post.

Log in to your account

You can send us your complaint by secure message in your online savings account.

Log in to your savings account

Phone

You can call us to raise your complaint.

0371 880 6182

Monday to Friday, 9am until 5pm

Post

You can send your complaint to:

Ikano Bank
Savings Department
PO Box 1328
Newcastle Upon Tyne
NE99 5EA

Please include:
  • your full name and date of birth
  • your full address including postcode
  • any information that will help us look into your complaint
  • your account number.

Step 2 of 4: We'll be in touch

Your complaint will be passed to the relevant team to investigate as soon as they can. 

Where possible, we'll try to contact you to talk about your complaint. This will happen by the end of the third working day after we receive it. 

Step 3 of 4: If we can't speak to you

We'll send you an email or letter to let you know we've received your complaint and we're looking into it.
 
This will happen within 5 working days.

Step 4 of 4: Our final response

When we've finished investigating, we'll send you a final response letter. This can take up to 8 weeks. If your complaint is more complicated and we can't give you a final response at that time, we'll let you know how much longer we think it will take.

Your final response letter will include the details of our investigation, our decision, and any next steps. It will also explain what you can do if you're not satisfied with our response.


After our final response

If you're not satisfied, please let us know if there's anything more we can do to resolve your complaint.

We'll also explain what you can do next in your final response letter.



Our complaints figures

Every 6 months, we publish information about how many complaints we've had and how long we've taken to resolve them.

Complaints data


Data icon