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Payment Protection Insurance (PPI)

Payment Protection Insurance (PPI) enquiries and complaints

Deadline for complaints - 29 August 2019

The Financial Conduct Authority’s final deadline 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.

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 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.

 

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.

If getting a response by email isn’t right for you, you can also check in the following ways:

Call:

0800 917 6592 (Mon-Fri 9am-8pm - Sat 9am-4pm)

Write to:

Customer Advocates Office,
MBNA Limited,
Chester Business Park,
Wrexham Road,
Chester.
CH4 9FB

Good to know: MBNA issued cards for many different brands in the past, so if you’re unsure, get in touch and we’ll let you know if you’re impacted. Some of the main brands MBNA issued cards for included:

  • Abbey and Alliance & Leicester (now Santander)
  • AOL
  • Bradford & Bingley
  • Breast Cancer Now
  • British Heart Foundation
  • Childline
  • Halfords
  • Homebase
  • Ideal Home
  • Liverpool Football Club
  • Manchester United Football Club
  • RAC
  • Ryanair
  • Sony
  • Thomas Cook,
  • VIP Music Card
  • WWF
  • Virgin (pre January 2013).

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, 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 (Mon-Fri 9am-8pm - Sat 9am-4pm).

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.

For more information about how we process your personal information, read our Privacy Notice.

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

Important: if you’ve held and would like to make complaints against multiple MBNA accounts, you’ll need to submit a separate form for each.

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:

Customer Advocates Office
MBNA Limited
Chester Business Park
Wrexham Road
Chester
CH4 9FB

 

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 (Mon-Fri 9am-8pm - Sat 9am-4pm).

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

  • We’ll need your name, including any previous names (if required) and your date of birth.
  • We’ll also need employment, health and financial details. If you know the date you purchased the PPI policy that’d also be helpful.

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.

As well as information about your complaint, we’ll need your current contact details in case we need to get in touch - usually by email, phone or in writing.

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

 

Using a third party

If you’d prefer to use a Claims Management Company (CMC), we won’t treat your complaint any differently, but be aware that they may take a share of any money you’re entitled to.

It’s more than likely that they’ll ask for the same information to process your claim as we do.

 

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

  • Making a PPI enquiry or complaint will not affect your credit score, account or relationship with us.
  • As part of any complaint, we’ll also review the impact of undisclosed commission (Plevin).
  • Any redress awarded will be paid by cheque or bank transfer.
  • Statutory interest is a taxable income you should declare. If you’re awarded redress, contact HM Revenue & Customs (HMRC) for advice.

 

Who else can help?

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

bba.org.uk
citizensadvice.org.uk/
fca.org.uk/
financial-ombudsman.org.uk
moneyadviceservice.org.uk/en
stepchange.org/
which.co.uk/ppi
fscs.org.uk