If you’re coming to the end of your credit card or loan payment holiday, we’ll contact you before it ends, there’s no need to call us. You can use our coronavirus support tool to find the right solution for your needs and confirm what you’d like to do in a few simple steps. You can find this tool on the coronavirus support page.

  • 1.
    You wrote and told me you had my complaint. When will I receive a final decision?

    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.

    To help you understand what happens as we process your complaint:

    We’ve registered your complaint and you now have a unique reference number to use if you want to discuss the complaint with us. If you raised a complaint on more than one product, for example a Credit Card and a Loan, you’ll have a different reference number for each product. 

    We’ll then review your complaint gathering all the information we need to reach a fair outcome. If we need any further information we may call or write to you. 

    We’ll write to you with our final decision when we’ve completed our review. If you asked a third party to act on your behalf, such as a Complaint Management Company (CMC) or law firm, we'll also write to them. 

    If we offer you a payment, it'll be processed within 28 days of the date on our final decision letter. If we offer you a payment, we’ll post a cheque to you. This payment will include compensatory interest up to the date of payment.

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  • 2.
    What happens if I made my PPI complaint through a third party?

    If you used a third party such as a Claims Management Company (CMC) or legal firm to act on your behalf when making your PPI complaint, we'll write to you both once we've reached a final decision. 

    If you've made a complaint using a third party it's usually best for you to contact them as they'll be able to give you more details, particularly if you're looking for an update on an enquiry made before the PPI deadline.

    There are some key things to remember about using a third party:

    If you made an enquiry just before the PPI deadline and we find a PPI policy, we’ll automatically open a complaint on your behalf. If we don't find a PPI policy we’ll only update the third party and we won't write to you directly. If you have any concerns you should contact them in the first instance. 

    Then we'll write to you both with our final decision on your complaint once our review is completed. This will include details on any payment we may offer you.

    If we offer you a payment it'll be processed within 28 days of the date on our final decision letter. If we offer you a payment, we’ll post a cheque to you. This payment will include compensatory interest up to the date of payment.

    You’re responsible for any payment to your third party representative for managing your complaint. 

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  • 3.
    What if I need additional help and support?

    We want our PPI complaints process to be as easy as possible. Please get in touch on 0800 917 6592 if:

    - the delay is having a significant impact on you, for example you’re experiencing difficulties in your personal or financial circumstances

    - you need to let us know about an impact the Covid-19 pandemic has had on you

    - you need additional support from us, because someone helps manage your affairs, or you have a physical or mental health condition

    - you need us to communicate with you in a different format, for example large print.

    Our lines are open Monday to Friday, 9am to 5pm, excluding Public Holidays. Alternatively you can write to us at MBNA PPI Operations, PO Box 11997, Sandringham House, Sandringham Avenue, Harlow, CM20 9LE.

    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 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.

    If you have a speech or hearing impairment, you can contact us using the Next Generation Text Service. If you’re Deaf and a BSL user, you can talk to us live through a BSL interpreter online using our BSL SignVideo Service.

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

    For more information on how we can assist you due to COVID-19 please visit the Coronavirus help and support section of our website.

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  • 4.
    What if my personal details have changed, such as my address?

    If any of your personal details have changed since you submitted your complaint, the quickest way to let us know is to call us on 0800 917 6592 (lines open 9am to 5pm, Monday to Friday, excluding Public Holidays).

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  • 5.
    I've got a letter saying I'll be paid a refund but I've not received my payment yet?

    If it’s been more than 28 days since you received our decision letter, please call our helpline on 0800 917 6592 (lines open 9am to 5pm, Monday to Friday, excluding Public Holidays).

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  • 6.
    Can I complain about the delay?

    We're sorry for the delay and understand if you'd like to raise a complaint as a result.  To make a complaint about the time taken for your complaint to be resolved you can write to us at MBNA PPI Operations, PO Box 11997, Sandringham House, Sandringham Avenue, Harlow, CM20 9LE or calling us on 0800 917 6592 (lines open 9am to 5pm, Monday to Friday, excluding Public Holidays).

    If you’re unhappy with the delay and we received your complaint more than eight weeks ago, you can refer your complaint to the Financial Ombudsman Service.  The Ombudsman offers a free independent review service. You may wish to contact them first before deciding on what action to take next.

    We do suggest waiting for our final response before contacting the Ombudsman as it's unlikely to result in a quicker decision on your complaint.

    If you're unhappy when you receive our final decision you'll still have six months in which to contact the Ombudsman.

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  • 7.
    I've received a letter saying my complaint has been closed as no PPI policy was found. Could my case be re-opened after the deadline if I provide further evidence?

    Yes. You'll have six months from the date of our final response letter to provide any further evidence.

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  • 8.
    I've received a letter asking for more information and saying my complaint was closed. Could my case be re-opened after the deadline if I provide further evidence?

    Yes. You'll have six months from the date of our final response letter to provide any further evidence we've asked for. We'll review any further information you provide us and consider if it changes our decision on your complaint.

    If we receive information more than six months from the date of our final response letter, we'll only consider re-opening your complaint if there were exceptional circumstances that meant you couldn't get back to us within six months.

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  • 9.
    I've received a letter advising that a complaint I made after the deadline was not accepted. Why is this? Can it be re-opened if I provide further evidence?

    If you sent in your complaint after 29 August 2019 you must provide an explanation of why you couldn’t submit it before the deadline. The Ombudsman defines these 'exceptional circumstances' and without them we won’t accept your complaint. You’ll have six months to provide any further evidence you have to support your late submission. We’ll look at this evidence and let you know if it means we'll accept your PPI complaint.

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  • 10.
    Can I still make a complaint that isn't related to the sale of my PPI policy?

    If you have any concerns that aren’t about the sale of your PPI policy, you can still make a complaint.  For example you may have a concern about a delay with a claim on your policy, an administration error, or an incorrect charge.

    Please call the number provided within your PPI policy booklet or visit our Existing PPI customers page for more information.

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  • 11.
    If I’m unhappy with the response can I challenge it?

    Yes. Please contact us within six months of the date of our final response letter. Let us know the reason you'd like to challenge the response, the complaint reference number, and any relevant evidence. We’ll then take another look at your complaint for you.

    If you’re still unhappy, you can refer your complaint to the Financial Ombudsman Service, but you must do so within six months of the date of our final response letter.

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  • 12.
    What happens now I've referred my complaint to the Financial Ombudsman Service (FOS)?

    We’ll work with the Ombudsman and provide them with all of the relevant complaint details and our findings to allow them to complete their investigation. 

    We won’t be able to discuss the complaint with you until the Ombudsman completes their investigation.

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  • 13.
    Will I be compensated for any delays?

    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.

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  • 14.
    Will I have to pay tax on any payment I receive?

    The 8% interest is called compensation interest. When we pay compensation interest we’re asked by HM Revenue and Customs (HMRC) to take off income tax. We do this at the basic rate of 20%. If you pay a higher than the basic rate of tax it's your responsibility to get in touch with HMRC to pay any extra amount of tax required.

    If we’ve taken more tax than you should pay you might be able to get some or all of it back from HMRC. 

    You should keep your final response letter to show how much interest has been paid to you and the amount of tax that has been taken.

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  • 15.
    Are there other organisations offering information and help with PPI complaints?

    Financial Ombudsman Service

    The Financial 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 response, or haven't received a final response 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) 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.

    Other Organisations

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

    Prudential Regulation Authority
    Citizens Advice 
    Which?
    MoneySavingExpert.com
    Financial Services Compensation Scheme 
    Money Advice Service 

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  • 16.
    How do I cancel my optional LifestyleProtect policy?

    Call 0800 587 0525tel:0800 587 0525 (or +44 1244 757 121tel:+44 1244 757 121 from outside the UK).

    If you have a hearing or speech impairment, call using Text Relay on: 18001 0800 587 0525tel:18001 0800 587 0525 Select option 2 when prompted.

    Lines are open 8am-10pm every day. Standard network charges may apply.

    Alternatively, write to:

    Lloyds Banking Group
    Floor 2B
    Tredegar Park
    Newport
    NP10 8SB

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  • 17.
    How do I make a claim under my optional LifestyleProtect policy?

    For new and existing claims, contact Covéa Insurance.

    Call 0800 587 0525tel:0800 587 0525 (or +44 1244 757 121tel:+44 1244 757 121 from outside the UK).

    If you have a hearing or speech impairment, call using Text Relay on: 18001 0800 587 0525tel:18001 0800 587 0525 Select option 1 when prompted.

    Lines are open Mon-Fri 8am-6pm. Standard network charges may apply.

    Alternatively, write to:

    Covéa Insurance Team
    104 50 Kings Hill Avenue
    Kings Hill
    West Malling
    Kent
    ME19 4JX

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  • 18.
    What is LifestyleProtect and what are the benefits of my optional LifestyleProtect policy?

    LifestyleProtect is an optional insurance we used to sell. It's no longer available to new customers although some customers might still have active policies on their accounts.

    LifestyleProtect has lots of benefits, including covering your credit card payments if you're out of work due to accident, sickness or involuntary unemployment, are hospitalised, become a carer or loss of life.

    LifestyleProtect could also help you with life events, like having a baby, getting married or purchasing a main home.

    Please check your LifestyleProtect policy document for more information.

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  • 19.
    Can I request a copy of my LifestyleProtect policy documents?

    Yes, give us a call to request a copy of your policy documents by post.

    Call 0800 587 0525tel:0800 587 0525 (or +44 1244 757 121tel:+44 1244 757 121 from outside the UK).

    If you have a hearing or speech impairment, call using Text Relay on: 18001 0800 587 0525tel:18001 0800 587 0525 Select option 3 when prompted.

    Lines are open 8am-10pm every day. Standard network charges may apply.

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  • 20.
    As an existing policyholder, how do I know if I am still eligible for LifestyleProtect?

    Although you might have been eligible for LifestyleProtect when you first took out the policy, you might not be eligible for certain parts of the cover if your circumstances have changed.

    To find details of the eligibility requirements, check your policy documents. To request a copy of your policy documents by post:

    Call 0800 587 0525tel:0800 587 0525 (or +44 1244 757 121tel:+44 1244 757 121 from outside the UK).

    If you have a hearing or speech impairment, call using Text Relay on: 18001 0800 587 0525tel:18001 0800 587 0525 Select option 3 when prompted.

    Lines are open 8am-10pm every day. Standard network charges may apply. 

    If you think you’re no longer eligible, please call and choose option 1 instead. That option is available Mon-Fri 8am-6pm. Again, standard network charges may apply.

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  • 21.
    What’s a Payment Protection Insurance (PPI) annual statement review, and why have I been sent one?

    We provide an annual review statement (between January and March) for all active LifestyleProtect policies which have been charged a premium within the last 12 months.

    It’s a regulatory requirement we send this to you as a policyholder. It provides a summary on the level of cover and the cost of premiums, helping you to assess if the policy still meets your needs.

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