26th February 2010Financial Ombudsman Service complaints

As a company we believe that even one complaint is one too many.

Complaints for the second half of 2009

1,918 customers took their complaint to Financial Ombudsman Service – down by more than 16.5% in the first half of 2009
Of the customers that took their complaint to FOS, 85% were upheld in favour of the customer

At MBNA we pride ourselves on regarding even one complaint as ‘one too many’ and we work hard with customers to resolve any problems.

Overall, the vast majority of our customers are entirely happy with our products and the service they receive.

Of course, we acknowledge that there is always room for improvement and we are making great strides towards reducing the number of complaints.

It is our goal to do things right for our customers ‘first time, every time’. We are committed to providing the best possible service to our customers and to treat them fairly, especially when they have a concern or a query.