Payment Protection Insurance (PPI) Enquiries and Complaints

The deadline to make a PPI complaint passed on 29 August 2019.

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.

Leading up to the PPI deadline in August 2019 we received an exceptionally high number of PPI enquiries and complaints. We’re working through these cases as quickly as we can but it's important that we take the time to get the right outcome for you. As a result our final decision may not reach you until summer 2020.

If you have any questions regarding your existing PPI complaint, please refer to our Existing PPI Complaints sectionExisting PPI Complaints section.

How to make a PPI complaint after 29 August 2019

Even though the PPI deadline has passed, there are a small number of scenarios where we may still look at a PPI complaint submitted after the PPI deadline. These include:

Exceptional Circumstances

If the reason you did not complain before the deadline is due to exceptional circumstances. This means something really important happened. Such as, you were seriously ill for an extended period before the deadline.

Declined Claim

If you made a claim on your PPI policy that was live after 29 August 2017 and the claim was rejected.

If you think your PPI complaint falls into one of the above scenarios, you can make a PPI complaint by using our online complaint form Online complaint form, writing to us or calling us.

For PPI complaints with exceptional circumstances, please tell us why you are submitting your PPI complaint after the deadline in as much detail as possible. This includes any relevant dates. We’ll consider the circumstances on a case by case basis and we may request additional information from you if required.

For PPI complaints relating to a declined claim, please provide as much detail as possible. This includes the date of your declined claim and why you’re unhappy with the PPI policy.

Online

To make a PPI complaint online, please complete our PPI complaint formPPI complaint form.

Post

To make a PPI complaint by post, please write to us at:

MBNA PPI Operations
PO Box 11997
Sandringham House
Sandringham Avenue
Harlow
CM20 9LE.

Telephone

To make a PPI complaint by telephone, please call 0800 917 6592tel:0800 917 6592 (lines open 9am to 8pm, Monday to Friday and 9am to 4pm Saturday).

Existing PPI Complaints

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.

Leading up to the PPI deadline in August 2019 we received an exceptionally high number of PPI enquiries and complaints. We’re working through these cases as quickly as we can but it's important that we take the time to get the right outcome for you. As a result our final decision may not reach you until summer 2020.

Enquiries and complaints sent to us directly by you

  • We’ll send you an acknowledgement letter to confirm we’re looking into your complaint.
  • Please wait to receive this letter before contacting us for an update.
  • If you made an enquiry before the deadline and we find a PPI policy, we’ll automatically open a complaint on your behalf.
  • We’ll then review your complaint and if we need any further information we may call or write to you.
  • We’ll then write to you with our final decision once we've completed our review.
  • If we offer you a payment, it will include compensatory interest which will take into account the time it took us to respond. This means you won’t lose out financially as a result of any delay.

Enquiries and complaints sent to us by a Claims Management Company (CMC) you’ve authorised to act on your behalf.

  • We’ll keep your CMC informed as we progress your enquiry or complaint.
  • If you want an update, please get in touch with your CMC directly.
  • If you made an enquiry before the deadline and we find a PPI policy, we’ll automatically open a complaint on your behalf.
  • We'll review your complaint and if we need any further information, we or your CMC will be in contact.
  • We'll then write to your CMC with our final decision once our review is completed.
  • If we offer you a payment, it will include compensatory interest which will take into account the time it took us to respond. This means you won’t lose out financially as a result of any delay.

To find out more, read our Frequently Asked Questions (FAQ’s)Frequently asked questions.

Accessibility information

We’re aware our customers may require different levels of assistance and are committed to making our products and services as accessible as possible. Our PPI complaints process has been designed to make it as easy as possible for everyone wishing to make a complaint.

Our websites are designed to be compatible with assistive technology, this includes screen readers, text-to-speech software and reading aids. You can also change the colour of our websites to help make the text clearer to read.

Can we help make things easier? Please tell us if you require additional support (e.g. someone helps manage your affairs), or you have a physical or mental health condition. Also, if you need us to communicate with you in a different format (e.g. large print), please let us know. You can contact us by phone on 0800 917 6592tel:0800 917 6592 or use the appropriate section within our PPI online complaint form.

For more information on our commitment to assisting our customers please visit the Accessibility sectionAccessibility information of our website.

Other organisations offering information and help with PPI complaints

The following bodies have information relating to PPI complaints and/or advice on making a complaint:

Financial Ombudsman Service

The Financial Ombudsman ServiceFinancial Ombudsman Service is a free, independent service for settling disputes between financial businesses and their customers. They can deal with complaints about a wide range of financial issues, including PPI. If you’re not happy with our final decision, or haven't received a final response letter within 8 weeks, you have the right to refer your case to the Ombudsman. We recommend waiting for our final response before deciding what to do next. Once you’ve received our final response, if you’re not happy with our decision, you'll still have a further six months to contact the Ombudsman.

Financial Conduct Authority

The Financial Conduct Authority (FCA) Financial Conduct Authority regulates the financial sector and protects consumers. They provide information about PPI and can help you understand it, but can’t give you advice about your individual circumstances or complaint.

The following bodies have information relating to PPI complaints and/or advice on making a complaint:

bba.org.ukBBA
citizensadvice.org.uk/Citizens advice
moneyadviceservice.org.uk/enMoney advice service
stepchange.org/Step Change
which.co.uk/ppiWhich.co.uk
fscs.org.uk/FSCS