To complain to MBNA, contact their complaints line on 0844 409 7357. They can also be contacted by mail and online contact form if required. MBNA also provide details of independent bodies to contact if you are unable to resolve your complaint direct with the company.
MBNA was founded in the United States in 1982 becoming one of the world's largest independent credit card companies. In 1993, MBNA started offering credit cards in the UK from its headquarters in Chester where it has become one of the largest single employers in the area. They became the credit card arm for one of the world's largest financial institutions, Bank of America, in 2006.
MBNA are well known for being the institution behind many of the affinity credit cards covering sports such as major football clubs and well-known charities. MBNA donate to the club/charity/organisation on the card based on customer usage.
They have issued credit cards for some of the largest household name companies such as the AA and Amazon.
A range of credit cards including affinity cards is offered.
Phone or write in the first instance. The complaints line is 0844 409 7357. If you wish to correspond with MBNA online you should use the online form via their website.
If the complaint is not handled to your satisfaction, then it is possible to speak to a manager. The next step is to contact the Customer Advocate Office by online form or postal correspondence (all addresses below). Complaints about PPI (payment protection insurance) are handled through a separate link on the website.
There are also downloads of information about the Financial Ombudsman and MBNA's 'Our Commitment to You' leaflet.
If, despite progressing through the whole complaints procedure, your complaint has still not been resolved satisfactorily then the Financial Ombudsman can be contacted. Before doing so, it is important that you have followed MBNA's complaints procedure in FULL. You should also be in receipt of a letter from MBNA explaining their final decision regarding your complaint.
The Finance and Leasing Authority is an independent regulatory body and can also be contacted (address to the right).
Complaints Tel: 0844 409 7357
PO Box 1004
Chester Business Park
Customer Advocate Office (to be used if first complaint not resolved)
The Customer Advocate Office
Chester Business Park
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Finance & Leasing Association
Tel: 0207 836 6511
Calls cost 5p per minute plus your phone companies access charge.
A new Banking Standards Review Council is set to launch which will oversee the behaviour and competence of the industry. Sir Richard Lambert who is acting as interim chairman has set out the BSRC proposal. The body will be funded by the banking industry and early adopters include HSBC, Barclays, Lloyds, Nationwide, RBS, Standard Charter and Santander.