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Our complaints procedure

If you have a complaint, please get in touch to help us improve our service and products.

We’re committed to handling complaints fairly and promptly.

Contact us online, by phone or by post

Use our secure online form to submit your enquiry.

Call: 0800 062 062
Write:

Customer Advocates Office
MBNA Limited
Chester Business Park
Wrexham Road
Chester
CH4 9FB

 

We aim to resolve your complaint as quickly as possible

To help us to do this, please tell us:

  • Your name and address.
  • Your preferred contact number.
  • Your 16-digit card number and any useful references.
  • What’s gone wrong and when/how it happened.
  • What you’d like us to do to resolve your complaint.

 

How we’ll handle your complaint

We aim to resolve complaints straight away, but some can take a little longer.

If we’re able to resolve your complaint quickly, we’ll send you confirmation that your complaint has been resolved. But if we need to look into things in more detail, we'll send you a prompt acknowledgement.

We’ll work to resolve any complaint received within 56 days and will keep you updated of our progress. When we’ve thoroughly investigated your complaint we’ll send you a final response.

Learn more about our commitment to doing more


If your complaint isn’t resolved

If we’re unable to resolve your complaint within 56 days, or you’re not satisfied with our final response, you can refer your complaint to the Financial Ombudsman Service and ask them to review the situation.

Visit: financial-ombudsman.org.uk
Call: 0800 023 4567 / 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Write: 

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR


Other useful info.

To help you understand more about complaints and how they’re handled, you might find these leaflets helpful:

MBNA: our commitment to you
Financial Ombudsman Service: our consumer leaflet