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Frequently Asked Questions

What should I do if my card's lost or stolen?

If you think your credit card's lost, stolen, damaged, or you don't recognise a transaction, please let us know as soon as possible by calling 03456 062 062 (or 0044 1244 659005 from outside the UK). If you're calling from abroad, please place the call through the international operator.

We'll send you a new card with a new account number which you can activate online, and a new account will show in your existing Online Card Services within a few days. If you’ve added your credit card details to a mobile device so you can make payments, you’ll need to update those details when your new credit card arrives. If you have monthly subscriptions set up on the account, please update them with your new account details too.

Check out our security page to find out more about keeping your card and account details safe.

How do I change my personal details?

You can update your postal address, email address, phone number and much more using Online Card Services. If you'd rather do it the old-fashioned way, give us a call on: 03456 062 062

I'm planning on using my card abroad, what do I need to know?

Your credit card is ready to use in most countries around the world both for shopping and withdrawing cash. There's no need to let us know before you jet off, but it's a good idea to check your card won't expire while you're away.

To get all the facts about using your card and making payments in other countries, plus an up to date list of restricted countries where you can't use your card, have a look at our travelling abroad page.

Remember: fees will apply if you use your card outside the UK, so whether you're withdrawing some euros or spending those dollars in a gift shop, you'll have to pay a bit extra. Take a look at our fact sheet for more details and check your terms and conditions for applicable fees and charges.

How do I redeem my rewards (Reward Points, cash back or airmiles)?

How to redeem MBNA Reward Points
You can redeem your Reward Points for a fantastic range of rewards, such as household items, gadgets or even leisure vouchers to put towards a trip away. You can also donate your Reward Points to charity and we'll match your contribution. Charities you can choose include Breast Cancer Now, British Heart Foundation, WWF and UNICEF.

You can browse by category, or enter a keyword into the search box if you know roughly what you'd like. Use the shopping basket to add or remove individual items, then follow the simple instructions to 'checkout'.

Check your Reward Points balance to find out how many you have available to redeem:

  • Log in or register for Online Card Services.
  • See your 'Rewards' balance on the 'Your Account' page.
  • Select 'Redeem your points'.

When redeeming Reward Points, you have the option to contribute towards higher value items or pay the difference using your rewards credit card (this doesn't include cash items, shopping vouchers and football club experiences/merchandise).

How much are Reward Points worth and how long are they valid for?
The redemption value of your Reward Points will vary based on your choice of redemption items. Bear in mind that it's sometimes necessary to vary the level of points needed to redeem against certain items. You can check the actual level of points when you come to redeem. The points value of all items featured on the rewards website includes a delivery charge.

The length of time rewards are valid for will depend on the rewards programme you are on. If unused, Reward Points will expire after a set period (check your rewards programme rules for details). MBNA Reward Points expire 36 months after they have been earned.

Who can redeem?
Anyone with access to your credit card account can redeem your Reward Points. That includes any additional cardholders you've added to your credit card account. Points cannot be transferred from one account to another.

How to redeem cash back
Cash back will be paid directly to your MBNA credit card account once a year, in accordance with the programme rules.

How to redeem your airmiles
Please take a look at the airline’s rewards programme to redeem airmiles.

How do I make a PPI enquiry or complaint?

You'll find all the details you need about making a PPI enquiry or complaint at our dedicated page - Payment Protection Insurance (PPI) Enquiries and Complaints.

Contact Us

Contact Us

Many of our customers’ questions relate to their online account.

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Marketing communications

Marketing communications

We sometimes send marketing information to let people know about new products and services. If you want to stop receiving these communications, just let us know.


Existing customers:

To manage your marketing preferences online, please log in, or you can contact us here.

If you’re an existing cardholder, you can unsubscribe from marketing communications, however we still have an obligation to inform you of any changes to your account. You’ll still receive messages about things like account servicing options, changes to interest rates (standard or promotional) and survey invitations.

Not a customer?

You can also complete and submit a marketing preferences form to unsubscribe.

Alternatively, if you’re not an existing cardholder but you’re receiving marketing material, write to us and include the item of mail you’ve received:

Card Services
MBNA Limited 
Chester Business Park
Wrexham Road

You can also register with the Mail Preference Service.

Good to know:

Because we plan some marketing campaigns in advance, it can take up to 8 weeks to fully remove you from our mailing lists.

Complaints Procedure

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.

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MBNA Geeks with credit card

Specialist Support

We aim to provide accessible services to our customers. For example, we can send letters in large print, braille and audio formats. Any sensitive information you provide will be treated confidentially.


Here at MBNA we pride ourselves on being able to provide a confidential service for customers affected by ill health or having experienced a life changing event.

You can contact our award-winning specialist support team on: 0800 876 6891
Lines are open Monday to Friday, 9am-4:45pm.

Call, write or email us
General Enquiries

You can use our secure online form to submit an enquiry.

All General Enquiries including Lost and Stolen Cards

03456 062 062

To apply for a credit card

0800 068 8788

To make a balance or money transfer

0800 933 944

Experiencing Financial Difficulties

0800 028 0690

For all calls outside the UK

+44 1244 659 005

Typetalk telecommunication for the deaf

18001 03456 062 062

General Enquiries Address

MBNA Limited
P.O. Box 1004
Chester Business Park
Wrexham Road

To make a payment

Please make your cheque payable to MBNA Limited and remember to write your card number on the front of the cheque in the top left-hand corner.

Card Services
Thynne Street
BL11 1AZ


MBNA offers you a range of payment options that are fast, secure and convenient.

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If you’d like to contact us about PPI, and would like more information about our complaints process, you’ll find it all here.

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