I have a complaint about interest-free credit. Who should I contact and what can I expect?

Our commitment ​

We aim to resolve all complaints relating to IKEA in a fair, prompt and consistent manner. We also aim to resolve complaints internally and without the need for referral to the Financial Ombudsman Service. ​

How you should complain 

There are multiple ways to make a complaint. Please refer to the IKANO Bank complaint process here​

How we respond to complaints

Where the complaint relates to one of IKANO Bank’s finance products or the application process it will be dealt with by Ikano Bank following their complaints procedure which can be found here. Where your complaint relates to our credit broking activities where possible we aim to respond to complaints by the close of business on the business day following receipt of a complaint, however, depending on the nature of the complaint it may not be possible for us to do so. ​

Acknowledgement 

Where further investigation is needed, we will always acknowledge receipt of your complaint, by letter, within 7 days of receiving your complaint.  Your complaint will be investigated by an employee of sufficient competence who was not involved in the matter which is the subject of the complaint, and who has experience of handling complaints.  ​If you have any questions, or further information that may assist us in investigating your complaint, you should contact this individual using the contact details provided. 

Response 

Where we have not been able to resolve your complaint within 28 days of receipt we will write to you advising you of the progress of the investigation into your complaint and when we expect to be in a position to do so.  In any event, we will issue our final response to your complaint within 8 weeks of receipt. ​  ​  

​Within 8 weeks of receiving your complaint, we will provide a written response to your complaint setting out our position and /or an offer of redress where considered appropriate.  

We will also give you details of any rights you may have to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent organisation with powers to help resolve disputes between consumers and businesses providing financial services. We will also provide you with a copy of the Financial Ombudsman Service’s standard explanatory leaflet. ​

Time limits you should be aware of

You should be aware that any referral to the Financial Ombudsman Service must be made within 6 months of the final response that we issue to you.