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Frequently asked questions

  • Who can apply?

    You can apply for a New Look Card if:

    - You're 18 or older

    - You have a good credit history with no previous bankruptcies, Individual Voluntary Arrangements, Debt Relief Orders, recent County Court Judgements or defaults

    - You're a permanent UK resident and have lived in the UK for the last 12 months (unless you're HM Forces Personnel)

    - You're employed or have a valid reason for being unemployed e.g. full time house person

    - You're not aware of any significant changes which may affect your ability to continue making payments in future.

    Answering yes to all of these doesn't guarantee your application will be accepted, there are still a few checks Ikano Bank will need to do before we can open a card account for you.

  • What do I need to apply?

    You'll need the following to apply for New Look Card:

    - Your previous address(es) - if you've been at your current address for less than two years

    - Your email address

    - Your mobile or home phone number

  • Can I apply of I don't live in the UK?

    We can only accept an application if you have lived in the UK for at least 12 months, unless you are HM Forces personnel (with a BFPO address).

  • How will my information be used?

    We will make searches about you at credit reference agencies and fraud prevention agencies who will supply us with information for use in the assessment if credit products, as well as information from the Electoral register, for the purposes of verifying your identity. The agencies will record details of the search type, credit or identification, whether or not this application proceeds.

    We may use credit-scoring methods to assess this application and to verify your identity. Credit searches and other information which is provided to us and/or the credit reference agencies, about you and those with who you are linked financially may be used by us and other companies if credit decisions are made about you, or other members of your household. Any of this information may also be used for identification purposes, debt tracing, debt recovery and the prevention of money laundering as well as the management of your account.

    You have the right to know how we will use your personal information. Please read the 'Your Information' section in the terms and conditions when you sign your agreement.

    For account management purposes from time to time we may want to communicate with you by SMS or e-mail if you have provided is with these contact details. We would also like to use your details and information about your transactions and your account to keep you up to date with offers and information through mail, telephone, SMS or e-mail. If you do not wish to receive this information please write to Customer Services, Ikano Bank AB (publ), PO Box 10081, Nottingham, NG2 69LX.

  • What is a credit search?

    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.

    The 'search' is where lenders request information about you from credit reference agencies. There are 3 main credit reference agencies in the UK. For more information about Experian, Callcredit or Equifax:

    www.callcredit.co.uk

    www.experian.co.uk

    www.equifax.co.uk

    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.).

  • How long will it take to fill in my application?

    It takes about 5 minutes to fill in an application. In most cases we can give you an instant decision, if you have been accepted and sign your documents online you can spend at newlook.com straight away.

  • What will my credit limit be?

    If your application is accepted, the credit limit you are offered depends on your personal circumstances and credit history - the minimum credit limit is £50, the maximum is £300.

  • What does gross annual income mean?

    This is the total amount of money that you earn in a year before taxes or any other deductions are taken out.

  • When will I receive my card?

    You'll receive your New Look Card in the post around 3-5 working days after your application has been accepted and you've signed your agreement.

  • What can I do if my application is declined?

    If your application for a New Look Card is not accepted, we'll contact you to let you know and explain why you've been declined. You can ask for this decision to be reviewed, to do this please write to us:

    Ikano Bank AB (publ)
    P O Box 10081
    Nottingham
    NG2 9LX

    Please include a recent copy of your credit report and any other additional financial information that you feel we should be aware of.

    We will respond to your appeal within 14 days. We may need to call you to discuss your appeal. We'll write to you to confirm the appeal decision

  • Can I change my mind?

    Yes, you can cancel your credit agreement with us within 14 days. To do this call us on 0371 781 3051*. If you’ve spent using your card account, you will need to pay this back in full within 30 days.

    We are open Monday to Friday 8.30am-9.00pm, Saturdays 8.30am-8.30pm and Sundays 10.00am-1.00pm.

    *Calls to this number cost the same as a call to a standard '01' or '02' landline number, even when calling from a mobile. Calls to this number are also included in any bundled minutes or free talk time that covers landline calls. Where calls are made outside of a bundle you will be charged at the national rate. Calls may be recorded for training purposes

  • Can I apply again if I am declined the first time?

    Yes, we're happy to consider another application after six months.

  • How do I sign my agreement online?

    When you apply for a New Look Card the full application is completed online. You will see a copy of your important information, your new Look credit agreement and the terms and conditions on screen - we recommend that you save or print a copy so you can refer to this again if you need to.

    Once you have read through the agreement, here's how you sign online:

    1. On page 1 – click on the tick box at the bottom of the page and select 'proceed'
    2. On page 2 – click on the tick box at the bottom of the page, then select 'submit'

    Please remember that when you accept the terms and conditions of the New Look Card by ticking a box, you are making the same legal commitment as physically signing a document.

  • Is it secure and legally binding?

    Signing your agreement electronically is secure and removes the risk of paper documents being lost in the post or mislaid. It also means that if you are accepted, you can spend using your card account straight away.

    Please remember when you accept the terms and conditions of the New Look Card online you are making the same legal commitment as physically signing a document.

    In the UK, the Electronic Communications Act 2000 states that electronic signatures are admissible as evidence in court if any question about the authenticity of data arises.

  • What is a New Look card?

    A New Look Card is a credit account which you can spend in store at New Look or online at newlook.com.

  • How much interest will I pay?

    The APR (Annual Percentage Rate) is the rate of interest payable for the money you would like to borrow.

    The standard APR on the New Look Card is 28.9%, the equivalent annual interest rate (AIR) is 25.7%.

    If you make a purchase online or in-store of £50 or more, you will automatically qualify for 3 months interest and payment free. This will show on your statement under the promotional balance section. After 3 months, any remaining balance will be subject to interest at the standard rate of 28.9%.

    When you spend using your card, you have up to 55 days with no interest to pay. You will not be charged interest if you pay the full amount each month.

    If you choose not to pay the whole amount, we will charge interest each day on any standard rate balance you owe on your New Look Card. 

  • If I have an interest free balance and a standard balance will I need to make a minimum monthly payment

    Yes, you will need to make a monthly payment on any standard balance you owe on your New Look Card. This will be either 3.65% of the outstanding standard balance or £3.65 (whichever is more) plus any fees. Your monthly statement will show the minimum amount you have to pay and when you need to pay.

    If you make a payment to your account with both an interest free and a standard balance, we will automatically apply this payment to your standard balance first to reduce the amount of interest you will pay. Payments will be allocated to pay any higher interest rate balances off first, before any lower interest rates. When payments are allocated to each different balance they will be applied in the following order: default fees and charges, interest and then purchases.

  • Can I make a payment to my interest free balance even if my payment is not due?

    Yes, paying off your interest free balance before it moves to your standard balance will ensure you are making the most of the interest free offer available.

  • How do I spend using my New Look Card?

    Once you receive your card in the post you can use your New Look Card to spend in any New Look store or online at New Look.com. When shopping in store please remember to take your card with you.

  • How do I contact Ikano Bank about my New Look Card account?

    If you have any questions about your New Look Card please contact the customer service team at Ikano Bank on 0371 781 3051*.

    We are open:
    Weekdays 8.30am - 9.00pm
    Saturdays 8.30am - 8.30pm
    Sundays 10.00am - 1.00pm

    Or write to:
    Ikano Bank
    P O Box 10081
    Nottingham
    NG2 9LX

    *Calls cost the same as a call to a standard ‘01’ or ‘02’ landline number, even when calling from a mobile. Calls are also included in any bundled minutes or free talk time that covers landline calls. Calls made outside of a bundle will be charged at national rate.

  • How do I set up a DD?

    If you would like to pay by Direct Debit - we will send you details of how to set this up when you receive your card otherwise please contact us.

  • How do I update my contact details?

    If you need to inform us of any updates to your personal details, such as address or name changes, please contact us.

  • When will I receive my statement?

    You will receive a statement monthly in the post. This will show any new transactions on your account, any outstanding balance on your card, the amount that you need to pay and by when.

  • How do I make payments to my New Look Card?

    You can make a payment online at Ikano.net, over the phone using a debit card, or we can give you the bank account details (if you would like to transfer directly from your bank account). Call us on 0371 381 7051*

    Alternatively, you can make a payment in your nearest New Look store at the till, please make sure you have your card with you.

    We are open Monday to Friday 8.30am-9.00pm, Saturday 8.30am-8.30pm and Sunday 10.00am-1.00pm.

    *Calls to this number cost the same as a call to a standard '01' or '02' landline number, even when calling from a mobile. Calls to this number are also included in any bundled minutes or free talk time that covers landline calls. Where calls are made outside of a bundle you will be charged at the national rate. Calls may be recorded for training purposes.