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Our complaints procedure

We aim to handle complaints fairly and promptly.

 

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.

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.

 

Payment Protection Insurance (PPI)

You'll find all the details you need about making a PPI enquiry or complaint at our dedicated PPI page.

 

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

It’s our commitment to you that things will be dealt with fairly and promptly. We aim to deal with complaints straightaway, and will send confirmation once your complaint is resolved.

If we need to look into things in more detail, we’ll send you a prompt acknowledgment, keep you updated on our progress and issue a final response as soon as we can.

Learn more about our commitment to doing more

 

Complaint handling timescales

Our regulator, the Financial Conduct Authority (FCA), give us the following complaint handling timescales:

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.

 

Complaint unresolved?

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 to the Financial Ombudsman Service.

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 information

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