Complaints Procedure

Our complaints procedure

If you have a complaint, please raise your concerns to help us improve our service and products. We are committed to handling complaints fairly and promptly.

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Step 1 - contact us by phone or email or post

Phone: 0800 456 1234

By post:
MBNA Limited
Chester Business Park
Wrexham Road
Chester
CH4 9WW

You can use our secure online form to submit an enquiry.

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Step 2 - ask to speak to a manager

If, after speaking with one of our Customer Service associates, the matter is not resolved to your satisfaction, please ask to speak to a manager.

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Step 3 - write to the Customer Advocate Office

If we don't live up to our promise to provide you with high quality service, contact our Customer Advocate Office.

You can use our secure online form to submit your complaint online or write to:

The Customer Advocate Office
MBNA Limited
Chester Business Park
Chester
CH4 9WW

Information you should provide to assist us in handling your complaint

To help us investigate your complaint as quickly and efficiently as possible, please provide us with your name and address, a daytime telephone number on which we can contact you, and if contacting us in writing, your account details. Please provide a clear description of your complaint, and what you would like us to do to resolve it.

How we will handle your complaint

We'll provide you with a prompt acknowledgment to your complaint, and endeavour to resolve your complaint within 56 days. We will keep you updated on the progress of your complaint.

More information on the FCA complaints data

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Step 4 - if your complaint isn't resolved

In the unlikely event that we are unable to resolve your complaint within eight weeks of receipt, or if you are not satisfied with our final response, you can contact the Financial Ombudsman Service:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Phone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Visit: www.financial-ombudsman.org.uk

Alternatively, you may find it helpful to make use of the Finance & Leasing Association (FLA) conciliation scheme to resolve your complaint. We are members of the FLA and are bound by their Lending Code.

The Compliance Manager
Finance & Leasing Association
Imperial House
15-19 Kingsway
London
WC2B 6UN

Phone: 0207 836 6511
Fax: 0207 420 9600
Email: info@fla.org.uk
Visit: www.fla.org.uk

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