Payment Protection Insurance (PPI) Complaints

What this guide covers

• Payment Protection Insurance (PPI) Complaints
• How to contact us
• Frequently asked questions
• Some sources of help and advice

Payment Protection Insurance (PPI) Complaints

MBNA’s goal is 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. For this reason, we have set out some guidance on how to make a PPI complaint following the recent Judicial Review on this subject.

If you have a query or concern about how PPI was sold to you, we are committed to making the complaints process easy to understand, fair and transparent. MBNA does not charge for this service, so you don’t need to use a Claims Management Company (CMC) that may charge you an up-front fee and take a share of any potential compensation you may receive.

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How to contact us

By post: Please download the PPI questionnaire

Please complete the questionnaire in as much detail as possible and send it to us at the following address:

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

We ask that you complete the questionnaire, however, should you decide to simply write to us, be advised that we may need to contact you for additional information.

If you have already made a complaint and are waiting for a decision, we will be contacting you by post shortly.  We are committed to dealing with your complaint as quickly as possible.

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Frequently asked questions

• What is PPI?
• How can I make a PPI complaint?
• How long will my PPI complaint take to resolve?
  
• What information do I need to make a PPI complaint?
  
• Am I eligible to make a PPI complaint?
  
• What is the impact of the Judicial Review on PPI complaints?

Existing customers with PPI complaints

• If I already have an existing PPI complaint, what do I do?
• What happens if I have already complained about PPI and you have dealt with my complaint?
• I've already been refunded from my PPI complaint. Will this be affected?
• I am awaiting a decision on a PPI complaint. What happens now?
• If my circumstances have changed since I took out the PPI policy, am I able to make a claim?
• Do I need to use a Claims Management Company (CMC) to progress with my PPI complaint?

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Some sources of help and advice

Here are sites from which you may wish to get additional information about making a PPI complaint.

• Our Commitment to You leaflet is a helpful resource in understanding how we will handle your complaint.
• www.fsa.gov.uk
• www.financial-ombudsman.org.uk
• www.bba.org.uk
• www.moneymadeclear.org.uk/tables
• www.which.co.uk/ppi

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