Complaints - Our commitment to doing more
Our vision is to give our customers the opportunity to purchase today with money they will pay us tomorrow, working with a company they can trust.
We’re working hard to build and maintain that trust, by putting our customers at the heart of everything we do.
We have also been continuing to grow our business – you may have seen our advertisements on TV and a growing presence in social channels like Facebook and Twitter. This activity also gives us the opportunity to listen to how our customers feel throughout the application process or what they think about our marketing campaigns and the service we provide them, all of which is extremely valuable customer feedback.
We are very proud that the vast majority of complaints are resolved without the customer needing to refer their complaint to the Financial Ombudsman Service.
PPI continues to be a key focus, which we are not alone in. MBNA have observed an uplift in the volume of PPI complaints. We’ve committed to dealing with legacy problems like this in the right way, and as quickly as we can. We welcomed the Financial Conduct Authority’s new rules on complaint handling and we are in process of finalising our approach to handling this aspect of PPI. We are also finalising our online PPI information request process which will enable our customers to identify quickly if they have ever been impacted by PPI. This will allow us to work towards a final conclusion which is the best outcome for our customers.
MBNA became part of the Lloyds Banking group in June 2017.
We’re a business with more than 24 years of experience and millions of customers in the UK. We have hundreds of millions of interactions with our customers every year – everything from using their cards and making payments, to accessing online services and contacting us for support. The vast majority of these interactions are positive.
We’re working hard to get it right first time, every time. You have our continued commitment to doing more.
Change, Legacy and Business Support Executive