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Payment Protection Insurance (PPI) Enquiries and Complaints

We're working through PPI complaints as quickly as we can but our response may take a little longer than usual due to the coronavirus pandemic. 

If you complained before the deadline but have not yet received our decision

If you‘ve already made a PPI complaint to us, you don’t need to do anything else. We’ll make sure your complaint is reviewed.

We’re sorry for the ongoing delay you may be experiencing. If we do offer you a payment you won’t lose out financially as a result of the delay. We’ll include compensatory interest right up to when we send you our final decision.

In the lead up to the deadline of 29 August 2019, set by the Financial Conduct Authority (FCA), we received an exceptionally high number of enquiries and complaints. We’re working through the remaining cases as quickly as we can but it's important that we take the time to get the right outcome for you.  

Please accept our apologies for the delay. Thank you for your ongoing patience.

If you have any further questions, please see our FAQs for more information.  

If you asked a third party, such as a legal firm or Claims Management Company (CMC), to represent you on your complaint, we'll write to them with our final decision as soon as we can. 

Where a third party has raised an enquiry on your behalf, we'll only provide the results directly to them. If you'd like an update on your enquiry, please contact them directly. Please see our FAQs for more on what happens when third parties are acting for you.

If you still want to make a PPI complaint after the deadline has passed

Our regulator, the Financial Conduct Authority (FCA), set the deadline of 29 August 2019 as the final date to lodge a PPI Complaint. That deadline has now passed and in general we won’t consider new PPI complaints after this date.

You can still raise a complaint in exceptional circumstances.

We understand there may have been difficult personal circumstances that meant you were unable to raise your complaint before the PPI deadline (the Ombudsman calls these 'exceptional circumstances‘) or you may have had a recent claim declined on an active PPI policy you believed covered you.  If this is the case we may still review a new PPI complaint. You'll need to provide as much detail as possible on why you're raising your complaint after the deadline, what's happened, and any dates you can remember. 

To raise your complaint, please complete the online complaint form, write to us at MBNA PPI Operations, PO Box 11997, Sandringham House, Sandringham Avenue, Harlow, CM20 9LE or call us on 0800 917 6592 (lines open 9am to 5pm Monday to Friday, excluding Public Holidays).

To find out more, read our Frequently Asked Questions.