September 2009One Complaint is One Too Many - Our Commitment to Customers

Complaints for the first half of 2009
.	For every 1,000 accounts, we received 3 complaints in the first half of the year
.	In the same period, 2,298 customers took their complaint to the Financial Ombudsman Service
.	Of the customers that took their complaint to FOS, 63% of those complaints were upheld in favour of the customer by the Financial Ombudsman Service

At MBNA we pride ourselves on regarding even one complaint as 'one too many' and we work hard with customers to resolve problems. Overall, the vast majority of our customers are entirely happy with our products and the service they receive.

Of course, we acknowledge that there is always room for improvement and we are making great strides towards reducing the number of complaints.

It is our goal to do things right for our customers 'first time, every time'. We are committed to providing the best possible service to our customers and to treat them fairly, especially when they have a concern or a query.

Above all, we'll continue to uphold the belief that "even one complaint is one too many".