Complaints – Our commitment to doing more

We want to deliver the best possible services for our customers. Therefore, for a business that considers a single complaint as one too many, these numbers are far from satisfactory.

However, it is important to be clear; we know from our analysis that the primary drivers of many of these complaints are legacy issues, in particular Payment Protection Insurance (PPI), which we are seeing inflated by aggressive Claims Management Company (CMC) activities.

We are not unique in the PPI challenge and we have worked very hard, very quickly to address these complaints as quickly as we can for customers.

It is important to stress that the vast majority of these complaints are not an indictment of the service we provide to our customers; we know from speaking to our customers that, in their view, the service we provide is actually improving.

We have hundreds of millions of interactions with our customers every year when they pay their credit card bills, spend on their cards, use our websites or call us for support. The vast majority are totally satisfied with the products and services they receive from us but when things go wrong our customers, quite rightly, expect us to listen to them, treat them fairly and do everything possible to fix whatever needs fixing.

Dealing with complaints is something we are looking to address every day throughout our business and we are working hard to make all our interactions with our customers the right ones. We know from the latest complaint figures that we need to do more to drive down complaints – and we will.

We will use every one of these complaints as valuable feedback; we have been analysing the root cause issues in fine detail and we will make our business better as a result.

Ian Craig
MBNA's Customer Service and Channel Fulfilment Executive

Many complaints can be solved by contacting us directly and we would always encourage customers to do so in the first instance. Speak to us and we will do what we can to support you.

We have a Complaints Procedure that you can use or our Frequently Asked Questions pages provide further information about how to do so.

Below is the FSA complaints information for the legal entities owned by MBNA Europe Bank Ltd:

MBNA information

		Number of complaints opened	Number of complaints closed	Complaints closed before or within 8 weeks (%)	Complaints upheld in favour of our customers (%)
1	Banking	37,292	39,530	95.49%	41.82%
2	Home Finance	n/a	n/a	n/a	n/a
3	General Insurance & Pure Protection	83,694	105,364	74.25%	52.93%
4	Decumulation, life and pensions	n/a	n/a	n/a	n/a
5	Investments	n/a	n/a	n/a	n/a

Time period covered: 1^st July 2011 – 31^st December 2011

LCUK information

		Number of complaints opened	Number of complaints closed	Complaints closed before or within 8 weeks (%)	Complaints upheld in favour of our customers (%)
1	Banking	n/a	n/a	n/a	n/a
2	Home Finance	11	26	23.08%	15.38%
3	General Insurance & Pure Protection	2,030	3,038	60.34%	65.17%
4	Decumulation, life and pensions	n/a	n/a	n/a	n/a
5	Investments	n/a	n/a	n/a	n/a

Time period covered: 1^st July 2011 – 31^st December 2011