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.
Step 1: Contact Customer Service
| By telephone: | Credit cards: 1800 409 511 Loans: 1800 211 415 |
| By post: | MBNA Europe Bank Limited PO Box 25 Carrick on Shannon Co Leitrim |
Note: All data protection and regulatory queries should be referred to our Compliance Manager at this address.
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.
Step 3: Write to The Customer Advocate Office
If we do not live up to our promise to provide you with a high quality of service, please contact our Customer Advocate Office.
Attn: Customer Advocate Manager
The Customer Advocate Office
MBNA Europe Bank Limited
PO Box 25
Dublin Road
Carrick on Shannon
Co Leitrim
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 we can contact you on, and if contacting us in writing, your account details. Providing a clear description of your complaint, and what you would like us to do to resolve your complaint, will help us review and assess your complaint more efficiently.
How we will handle your complaint
MBNA will acknowledge your complaint within 5 working days and endeavour to resolve your complaint within 28 days. However, from time to time, it may be necessary to carry out further investigation to ensure we fully resolve your complaint. If this occurs, we will keep you updated on the progress of your complaint.
Step 4: If your complaint is not resolved
If you are still not satisfied with the way we have dealt with your complaint, you can contact the Financial Ombudsman's Bureau:
Financial Ombudsman's Bureau
3rd Floor
Lincoln House
Lincoln Place
Dublin 2
Lo-call 1890 882 090
Tel: 01 662 0899
Fax: 01 662 0890
Email: enquiries@financialombudsman.ie