How to complain

Sometimes things can go wrong and we encourage customers to tell us about it. Let us know what happened so we can try to put it right.

Just need some help?

Our guides help many customers find the answers to their queries.

Get in touch

If these guides didn't help you, please get in touch by selecting the best option for you.

 

MBNA Mobile App

Message us 24 hours a day, 7 days a week.

If you use our app, you can select Support, then Message us and we'll be ready to help.

How to get our app

Over the phone

Credit cards
Call 0800 015 0375 (+44 1244 757 129 from outside the UK).

Loans
Call 0345 725 351

Home Insurance
Call 0345 266 6679
Monday to Friday 8am to 6pm, Saturday 9am to 1pm.

Savings
Call 0345 8355 376 (​+44 113 3660 161 from outside the UK)
Monday to Saturday 8am to 6pm (except for bank holidays)

Standard network charges may apply.

Secure online form

This form allows you to raise complaints with us online. It shouldn’t take long to complete.

We’ll try to resolve your complaint as quickly as possible.

By completing this form, you agree to us recording all the details you share. We'll only use what you tell us in relation to this complaint.

Make a complaint online

  • Write to us about your card:
    MBNA Customer Services, BX1 1LT

    Write to us about your loan:
    Personal Loans Service Centre, Mercury House, 2 Silverlink North, Cobalt Business Park, Newcastle upon Tyne, NE27 0BY

    So we can help with your complaint, please tell us:

    • your name and address
    • your preferred contact number
    • your 16-digit card number or 12-digit loan number and any useful references (if applicable)
    • what went wrong and when/how it happened
    • what you’d like us to do to resolve your complaint.

What happens next?

We'll always try to resolve your complaint as quickly as possible. Where we can’t resolve it there and then, we’ll take it away. We aim to sort things out when we can and we'll keep you updated along the way. 

 

Five days

If we haven't managed to resolve your complaint within 5 working days, we'll contact you with an update or acknowledgement.

Four weeks

If we're still investigating your complaint at 4 weeks, we’ll contact you to let you know.

Eight weeks

We’ll send you a final response within 8 weeks. Our aim is to resolve your complaint well before this.


If your complaint is about a payment or a payment service - such as a Direct Debit or account statement - we aim to respond within 15 days. Sometimes we may take up to 35 days to respond. If so, we’ll let you know.

What can I do if I’m still unhappy?

MBNA is a member of the Financial Ombudsman Service, which offers an independent review service. If you're still not happy, you can ask the Financial Ombudsman Service to look at your case. This service is free.

Visit: financial-ombudsman.org.uk

Call: 0800 023 4 567

Email: complaint.info@financial-ombudsman.org.uk

Write to: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

You might be able to submit a claim through the European Online Dispute Resolution Platform if you live outside the United Kingdom or if you prefer not to deal directly with the Financial Ombudsman Service.