Payment Protection Insurance (PPI) Enquiries and Complaints

Deadline for complaints - 29 August 2019

The final deadline issued by the Financial Conduct Authority (FCA) for PPI mis-sale complaints is 29 August 2019, so don’t delay if you’re planning to get in touch.

An earlier deadline might apply, e.g. if we’ve already invited you to complain within a specified window. However, you can contact us again if you want to - we review and respond to each complaint individually.

If you’re unsure whether you had a PPI policy, you can contact us to check. If your check comes back positive and you want to make a complaint about its sale, you can do so at that point.

Making a complaint about PPI or checking your accounts for PPI will not affect your relationship with us, and will have no impact on your credit history or your ability to get financial products from us in the future.

You must allow 8 weeks (40 business days) for your PPI check to be completed, before making a complaint ahead of the deadline detailed above.

Payment Protection Insurance (PPI)

No matter when it was arranged, and whether or not you have an active policy/account, if you have a concern about how PPI was sold to you against an MBNA or Loans.co.uk product, we’re committed to helping with any enquiry or complaint. We don’t charge for this service.

What is PPI?

It’s an optional insurance we used to sell, covering loan or credit card repayments in the event of accident, illness, involuntary redundancy or death. Some customers may still have active policies on their accounts.

Did MBNA issue your credit card?

MBNA have issued credit cards for lots of other businesses and organisations in the past - see a list (PDF).

If you’re unsure if MBNA issued your card, you can complete a PPI enquiry form or contact us... we’ll do the rest.

Undisclosed commission (Plevin)

The Financial Conduct Authority (FCA) have issued rules and guidance around high levels of commission earned by financial providers through the sale of PPI.

Learn more

Unsure if you’re impacted?

Fill in a short PPI enquiry form to check:

  • If you’ve purchased a PPI policy through MBNA or Loans.co.uk in the past.
  • If undisclosed commission applies to you, even if you’ve had a previous PPI mis-sale complaint rejected.


It’ll just take a few minutes to complete the form and we usually respond within a week. You'll receive an individual response by email about each account. If you had PPI and haven’t raised a mis-sale complaint, we’ll direct you to our online complaint form.

Bear in mind the final deadline for PPI mis-sale complaints is 29 August 2019.

Call: 0800 917 6592 (Mon-Fri 9am-8pm - Sat 9am-4pm). Standard network charges may apply.

Write to:

PPI information request
PO Box 12230
Harlow
CM20 9NJ

Important information:

  • We’ll use the details you provide to search our records for any history of PPI on all accounts held in your name – don’t forget to include any previous names (if required).
  • We’ll also need your current contact details, so we can get in touch, and your date of birth.


Typically, you only need to submit one enquiry form, however:

  • If you’ve moved house a few times and your policy could have been registered at a number of previous addresses, you’ll need to submit a separate PPI enquiry form for each individual address.
  • If you believe you held an MBNA business credit card, you’ll need to select this in Section B on the form to make sure we search for it. We’ll still search for PPI on any other credit card or loan account you might also have held.


For more information about how we process your personal information, click here to read our privacy notice.

Need help with your enquiry?

We’ve done our best to make our enquiry form easy to use, but please get in touch if you’re struggling, or would prefer to complete things over the phone, call 0800 917 6592. Our specialists are available (Mon-Fri 9am-8pm and- Sat 9am-4pm). Standard network charges may apply.

Also get in touch if you need any of this information in another format (e.g. large print) - we’re committed to making things accessible.

If you want to make a complaint

Please fill in a PPI complaint form - it’ll take about 20-30 minutes to complete.

If you’re complaining about PPI on more than one account, it would be helpful if you complete a PPI complaint form for each one, so we have your personal circumstances at the time of each sale.

For more information about how we process your personal information, click here to read our privacy notice.

We usually respond to complaints within a week, and provide a final response within 8 weeks.

You might prefer to download our PDF form to complete and post instead if:

  • You’d like to take more time to answer all of the questions.
  • You won’t be able to answer all of the questions in one session.
  • You’re submitting a joint complaint, or on behalf of someone else.
  • You’d like to keep a copy of your complaint for future reference.


Post your completed form to:

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

Need help with your complaint?

We’ve done our best to make our complaint form easy to use, but please get in touch if you’re struggling, or would prefer to complete things over the phone, call 0800 917 6592. Our specialists are available Mon-Fri 9am-8pm and Sat 9am-4pm. Standard network charges may apply.

Also get in touch if you need any of this information in another format (e.g. large print) - we’re committed to making things accessible.

What information to provide

As a minimum your PPI complaint should include:

  • Your full name.
  • Your date of birth.
  • Your phone number and email address.
  • Your current address.


You should also include the following information if you know it:

  • Your previous addresses.
  • The account number the PPI policy covered.
  • When you bought your PPI policy.


In the ‘your personal circumstances’ Section C - please also provide the following, if you know it:

  • Your circumstances at the time you bought PPI, such as your employment status and the name of the company or organisation you worked for.


We appreciate it could have been some time since any policy was arranged, and you might not have any paperwork, but try to give as much detail as possible to help us complete our investigations quickly.

For details about how we handle complaints, read our complaints procedure.

Using a third party

You don’t need to use a Claims Management Company (CMC) to make a PPI complaint – they may charge you a fee.

Please contact us direct. We won’t treat your complaint any differently – we handle complaints in the same way, in the same timeframes and don’t charge any fees.

Making a complaint about PPI or PPI commission won’t affect your relationship with us.

How are refunds (redress) calculated?

If a complaint is upheld, the refund will include a reimbursement of all insurance premiums paid, interest on those premiums and, where applicable, interest at 8%.

This will all be detailed in the final response we send.

Good to know

  • As part of any complaint, we’ll also review the impact of undisclosed commission (Plevin).
  • Any redress awarded will be paid by cheque.
  • Statutory interest is a taxable income you should declare. If you’re awarded redress, contact HM Revenue & Customs (HMRC) for advice.

What to do if you’re unhappy with our response

If you’re not happy with our final response, or haven’t received a final response within 8 weeks, you can complain to the Financial Ombudsman Service (FOS).

You’ll still be able to complain to FOS after 29 August 2019 deadline if:

  • You complained to your provider on or before 29 August 2019.
  • Your provider gives its final response on or after 29 August 2019.


Important: you’ll need to submit your complaint to FOS within 6 months of receiving a final response from your PPI provider.

Who else can help?

These are just some of the organisations who offer information and advice about making a PPI complaint: