Our Complaints Procedure

If you have a complaint, please raise your concerns to help us improve our service and products. We are committed to handling complaints fairly and promptly.

Step 1: Contact MBNA by phone or mail

By telephone:	Personal Credit Card Business Credit Card Personal Loan Car, Home and Travel Insurance
By post:	MBNA Europe Bank Limited PO Box 1004 Chester Business Park Wrexham Road Chester CH4 9WW

Step 2: Ask to speak to a manager

If, after speaking with one of our Customer Service associates, the matter is not resolved to your satisfaction, please ask to speak to a manager.

Step 3: Write to The Customer Advocate Office

If we do not live up to our promise to provide you with a high quality of service, please contact our Customer Advocate Office.

The Customer Advocate Office
MBNA Europe Bank Limited
PO BOX 1004
Chester Business Park
Chester
CH4 9WW

Alternatively, you can email customeradvocate.office@mbna.com. However, MBNA will not enter into correspondence via email. If your email complaint requires a response, please include your address and telephone number within your email. Do not include personal account information.

Information you should provide to assist us in handling your complaint

To help us investigate your complaint as quickly and efficiently as possible, please provide us with your name and address, a daytime telephone number we can contact you on, and if contacting us in writing, your account details (but not by email). Providing a clear description of your complaint, and what you would like us to do to resolve your complaint, will help us review and assess your complaint more efficiently.

How we will handle your complaint

MBNA will acknowledge your complaint within five working days and endeavour to resolve your complaint within 28 days. However, from time to time, it may be necessary to carry out further investigation to ensure we fully resolve your complaint. If this occurs, we will keep you updated on the progress of your complaint.

Step 4: If your complaint is not resolved

In the unlikely event that we are unable to resolve your complaint within 8 weeks of receipt, or if you are not satisfied with our final response, you can contact the Financial Ombudsman Service:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone: 0845 080 1800
Email: enquiries@financial-ombudsman.org.uk

Before this option becomes available to you, you may find it helpful to make use of the Finance & Leasing Association conciliation scheme to resolve your complaint; we are members of the FLA and are bound by their Lending Code.

The Compliance Manager
Finance & Leasing Association
Imperial House
15-19 Kingsway
London
WC2B 6UN

Fax: 0207 836 6511
Email: code@fla.org.uk