If you’re coming to the end of your credit card or loan payment holiday, we’ll contact you before it ends, there’s no need to call us. You can use our coronavirus support tool to find the right solution for your needs and confirm what you’d like to do in a few simple steps. You can find this tool on the coronavirus support page.

Regulatory agencies and self-regulatory bodies

We work tirelessly to provide our customers with reliable services, but it should reassure you that our key activities are regulated by a range of independent organisations. We’re also members of industry bodies committed to giving you the highest consumer standards and a fair deal with our products.

Regulatory agencies

Financial Conduct Authority

MBNA’s general activities are authorised and regulated by the Financial Conduct Authority (FCA).

The FCA regulate the financial services industry in the UK. Their main aim is to protect consumers, ensure the industry remains stable and promote healthy competition between financial services providers. The FCA have rule-making, investigative and enforcement powers that they use to protect and regulate the financial services industry.

MBNA is entered on the Financial Conduct Authority’s register (fca.org.uk/) with Financial Conduct Authority Register Number 204487.

Payment Systems Regulator

The Payment Systems Regulator (PSR) was incorporated as a subsidiary of the FCA on 1 April 2014, and came into operation on 1 April 2015.

The PSR’s objectives are to promote innovation and effective competition in payment systems and the service they provide, and to ensure that payment systems are operated and developed in a way that takes account of, and promotes, the interests of service users.

Payment systems regulated by the PSR include card payment systems e.g. payments/transactions made by using debit and credit cards, faster payments and cheques.

For further information visit: psr.org.uk

Information Commissioner‘s Office

The Information Commissioner's Office (ICO) is an independent official body, set up to uphold information rights in the public interest.

The ICO covers a number of acts and regulations, in particular the Data Protection Act 2018, the General Data Privacy Regulation (GDPR) the Privacy and Electronic Communications Regulations, and the Freedom of Information Act 2000.

MBNA must pay a data protection fee to the Information Commissioner’s Office, and the Commissioner will publish details of MBNA’s personal data processing on a public register of controllers.

For further information visit: ico.org.uk/


OFCOM is the communications regulator. OFCOM operates under the Communications Act 2003.

For further information visit: ofcom.org.uk

Self-regulatory bodies

Finance & Leasing Association

The Finance & Leasing Association is a trade body for the asset, consumer and motor finance sectors in the UK, and the largest organisation of its kind in Europe. Its members include banks, subsidiaries of banks and building societies, the finance arms of leading retailers and manufacturing companies, and a range of independent firms.

MBNA Limited are full members of the FLA. All FLA members must comply with the standards specified in the FLA Lending Code, which sets out best practice in consumer lending. It is intended to provide assurance to customers that they may buy with confidence from full members of the FLA. It contains key commitments about how customers should be dealt with through the whole product life cycle, from marketing and account opening to also include detail on how to help when something goes wrong; for example when someone is experiencing financial difficulties. The FLA member companies will meet the standards set out in the Code and the FLA monitors companies’ performance in doing so.

For further information visit: https://www.fla.org.uk/home/

Download a copy of the FLA Lending code. Alternatively please call 03456 062 062 or write to us at MBNA Limited, P.O. Box 1004, Chester Business Park, Wrexham Road, Chester, CH4 9WW.

Lending Standards Board (LSB)

The LSB proactively monitor and enforce the Standards of Lending Practice making sure registered firms provide a fair deal to personal customers. The Standards of Lending Practice are voluntary and set the benchmark for good lending practice in the UK for financial products like loans, current accounts, overdrafts and credit cards.

As a Lender, we have a responsibility to act fairly and as part of this we have committed to follow the Standards of Lending Practice. The Standards cover how customers should be treated throughout their product lifecycle, including:  financial promotions, communications, product sales, account maintenance and servicing, money management, financial difficulty and consumer vulnerability.

To find out more you can read the statement of responsibilities, which details what's expected of us, the lender and you the borrower.

Alternatively, visit: lendingstandardsboard.org.uk