Our complaints procedure
Our complaints procedure
We aim to handle complaints fairly and promptly, just as you’d expect..
MBNA are committed to providing a high quality of service, but things can go wrong despite our best efforts. Given the opportunity we’ll always try to put things right and, by making a complaint, you might also draw our attention to something which needs to be improved.
Sometimes the best way to sort something out is to get in touch. If it’s just a general enquiry, you’ll find details on our contact us page.
But if you’ve got a complaint, there are a few ways to get in touch.
So we can process your complaint, please provide:
- Your name and address.
- Your preferred contact number.
- Your 16-digit card number and any useful references (if applicable).
- What’s gone wrong and when/how it happened.
- What you’d like us to do to resolve your complaint.
Important to know about email: although we provide an email address, you need to be aware that email is not a secure way to get in touch. You might feel more comfortable using our secure online complaint form, where you can provide us with all your details securely in one go.
If you decide to email us, do not quote any sensitive account information such as your account numbers, we won't be liable for any lost data you supply. But to help us resolve your complaint as quickly as possible, please include:
- Your full name.
- First line of your address and postcode.
- As much information about the complaint as you feel able to give (excluding account numbers and sensitive account information).
- Any particular actions you should wish us to take to resolve your complaint.
- A contact number and the best times to contact you, as we'll call you once we've received your email.
For information about how we process your personal information, read our privacy notice.
Payment Protection Insurance (PPI)
If you’d like to contact us about PPI or would like more information about our complaints process, you’ll find it all here.
How we’ll handle your complaint
- We will do all we can to resolve your complaint on the same day.
- If we do not manage to resolve the complaint within 5 working days we'll write to give you an update and let you know when you can expect a full response.
- Once all the details of the complaint have been investigated, (we may call you for further details) we will issue a ‘final response’ to your complaint.
The Financial Conduct Authority (FCA) gives us a maximum number of days to issue a final response:
- Payment or e-money complaints (e.g. Direct Debit/online transactions) - a final response should be issued within 15 days of receiving a complaint, up to a maximum of 35 days where things outside of our control cause a delay.
- Other types of complaint - a final response should be issued within 56 days.
If you’re still not happy
MBNA is a member of the Financial Ombudsman Service, which offers an independent review service. If we can’t resolve things in the timescales set by the FCA, or you’re not satisfied with our final response, you can refer your complaint for free.
Please note: you may be able to submit a claim through the European Online Dispute Resolution Platform if you live outside the United Kingdom or if you prefer not to deal directly with the Financial Ombudsman Service.
Claims management companies
We will treat your complaint in exactly the same way whether we receive the complaint directly from you or from a Claims Management Company (CMC). You do not need to use a CMC and they will typically charge an upfront fee or take a proportion of any compensation you may be due. By coming directly to us you will not be disadvantaged.
Our aim is to offer great products and excellent service, but we know sometimes things can go wrong. If you have any reason at all to complain, we make you a promise:
- We will do our very best to put things right as soon as you get in touch.
- Where that’s not possible, we will make sure you have the contact details of the person or team dealing with your complaint.
- No matter how you choose to tell us about your complaint, whether it is by phone, in branch, online or in writing, we will give it our full attention and commitment to resolving it for you.
We are committed to transparency and publish details of the complaints data we last reported to the Financial Conduct Authority.
As MBNA is now a wholly owned subsidiary of Lloyds Banking Group, you can find our complaints data on the Lloyds Banking Group website.
View the complaints data for firms associated with MBNA.
Frequently asked questions
The answers you’re looking for could be included in our FAQ section. We’ve even categorised them neatly to help you find things fast.