How to complain
Sometimes things can go wrong and we encourage customers to tell us about it. Let us know what happened so we can try to put it right.
Just need some help?
We might have the answers you need about your loan:
Get in touch
If these guides didn't help you, please get in touch by selecting the best option for you.
Write to us about your card:
MBNA Customer Services, BX1 1LT
Write to us about your loan:
Personal Loans Service Centre, Mercury House, 2 Silverlink North, Cobalt Business Park, Newcastle upon Tyne, NE27 0BY
So we can help with your complaint, please tell us:
- your name and address
- your preferred contact number
- your 16-digit card number or 12-digit loan number and any useful references (if applicable)
- what went wrong and when/how it happened
- what you’d like us to do to resolve your complaint.
What happens next?
We'll always try to resolve your complaint as quickly as possible. Where we can’t resolve it there and then, we’ll take it away. We aim to sort things out when we can and we'll keep you updated along the way.
If your complaint is about a payment or a payment service - such as a Direct Debit or account statement - we aim to respond within 15 days. Sometimes we may take up to 35 days to respond. If so, we’ll let you know.
What can I do if I’m still unhappy?
MBNA is a member of the Financial Ombudsman Service, which offers an independent review service. If you're still not happy, you can ask the Financial Ombudsman Service to look at your case. This service is free.
Call: 0800 023 4 567
Write to: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
You might 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.