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Accessibility

Whatever your needs or abilities, we’re always working to make sure our services are accessible to you.

Any enhancements to our online services are based on universal design and priorities one and two of the World Wide Web Consortium (W3C)®.

 

Here are some handy tips for screen reader users

Navigate by headings

We've structured our website so that each section on each page is labelled with a heading. These headings are formatted in such a way that your screen reader can identify them, helping you locate the information you need more easily.

Descriptive link text

In order to help you find what you’re looking for more easily, on this site we use descriptive link text everywhere we can. Where this isn’t possible, we'll include additional text before or after the link which can be picked up by screen reader users, ensuring the destination of every link is clear for everyone.

Upgrade to Adobe® Reader® version 5.0 or later

Because PDF files created in Adobe® Reader® version 4.0 or earlier are not accessible by screen readers, MBNA creates its PDF files in version 5.0 or later. To access the PDFs on our site therefore, you'll also need to upgrade your Adobe® Reader® version to 5.0 or later.

Control font sizes

You can control the font size of each page using your internet browser settings. Our pages are constructed so that the font will resize without significantly changing the layout of our web pages.

 

We also provide the following services

For customers with hearing impairments

Various secure text phone (Minicom) services are available in the UK to make telephone communication easier for you. Text phone users can dial a unique prefix which alerts our representatives that they’re on a text call - an operator from your selected service provider will then join the call and relay the conversation between our representative and you. For information search online or contact your service provider direct.

For visually impaired customers

We can provide alternative transcript formats for customers who require them - including large print, coloured paper, Braille and audio CD.

To use these services, just call us and a representative will confirm your details and forward them to our support team. We’ll make sure we reformat all correspondence sent to you (i.e. statements, letters, PINs etc.) and will send out an introductory letter in your chosen transcribed format.

For customers with speech impediments

If you would like us to speak with any person on your behalf, we are able to accept your consent to do this. Your nominated person will need to be with you when you call, and you will need to pass security.

 

Payment Protection Insurance (PPI) enquiries and complaints

Let us know if you need additional support to submit a PPI enquiry or complaint, or if you need us to communicate with you in a different format (e.g. large print).

Remember to mention this when you call, or when you submit your information using our online form/by post.

Important: we’ll record any details you share, which might include sensitive information, e.g. about your health. This will only be used in relation to your PPI enquiry or complaint.

Read more about PPI enquiries and complaints