How to Complain to MBNA
Step by step: where to complain, what to say, and where to go if MBNA does not put it right.
Consumer Protection UK is independent and is not connected to MBNA. This guide uses information published by MBNA and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- MBNA official complaints page (opens in a new tab)
MBNA says you can complain by message in its app, by phone (separate lines per product), through an online form or by post. It says it acknowledges within 5 working days, updates at 4 weeks and gives a final response within 8 weeks; payment-related complaints are aimed at 15 days, up to 35 in some cases. - If it is not resolved
- Financial Ombudsman Service
- When you can escalate
- If you are dissatisfied after MBNA's response you can contact the Financial Ombudsman Service free of charge.
- Checked
- 4 October 2026 (company pages and scheme websites). Rules and pages change, so check the official page before you rely on this.
What to Do, Step by Step
- Gather your evidence. Order or account number, dates, receipts, screenshots, emails and what was said on calls.
- Complain in writing using the route above, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
- Keep a record. Note dates, names and reference numbers of every contact. Use email or a form where you can, so you have proof.
- Ask for a final response if you are not getting anywhere, then follow the escalation route above.
- Use other routes if they apply. If the company does not fix it, take it to the free ombudsman or ADR scheme named above. Your bank or card provider may help if you paid by card (Section 75 or chargeback). The Citizens Advice consumer service gives free advice and can pass a report to Trading Standards.
Useful to Know
- If you have been scammed, call your bank straight away. Rules from 7 October 2024 mean most banks must refund bank-transfer scam victims, up to £85,000, if you claim within 13 months of the last payment.
- If you paid for goods or services by credit card (over £100 and up to £30,000) you may be able to claim from the card provider under Section 75. For debit cards, ask about a chargeback.
- Ask for a final response in writing. You have 6 months from the date of that final response to go to the Financial Ombudsman Service.
Free guide only. Complaints about banks, cards, loans and insurance are regulated financial matters, so we give free information and letter templates here but do not take these on as cases. The free letter templates and the ombudsman named above are the best next steps.