Banking Complaints Procedure - advice pls

graham10k_2

I have cause for complaint with MBNA and their credit card (I'll post details once it is over). MBNA Customer Services have informed me they do not have a complaints procedure but I can write if I want to (to the normal address). MBNA have slapped some sneaky charges on me and I want to complain to them but also to use official routes.

I have just spent 2 hours online trying to determine who is out there to help. I started with the Financial Ombudsman then the Financial Services Authority, then the Banking Code Standards Board, then the Office of Fair Trading. They all seem to manage some aspects but not as a whole.

Is there a simple way of identifying the organisation that can help with a complaint? (seached this site but couldn't find anything).

Graham

jonesMUFCforever

Well I would start by doing a letter (recorded delivery) detailing your complaint and pointing out that Customer Services have told you that they do not have a complaints procedure! In the letter give them say 28 days to reply. I do not know if MBNA are party to the banking code or not - if they are then they sure as hell will have a complaints procedure. Keep copies of all correspondence.
If you do not receive a satisfactorily reply within a month do another letter telling them that you require a letter of deadlock ie a letter from MBNA stating that if they cannot (or will not) do as you ask and there is no hope of a reconcilliation, you intend to take the matter to the banking Ombudsman. The Ombudsman will only look at cases where the company's complaints procedure have been exhausted.
Eric

YorkshireBoy

graham10k wrote:

MBNA Customer Services have informed me they do not have a complaints procedure...I have just spent 2 hours online trying to determine who is out there to help. I started with the Financial Ombudsman then the Financial Services Authority, then the Banking Code Standards Board, then the Office of Fair Trading. They all seem to manage some aspects but not as a whole.

Is there a simple way of identifying the organisation that can help with a complaint?

Your time would have been better spent taking a couple of minutes to search MBNA's website, and check your T&C's/credit agreement, where you would have found the following...

Customer Satisfaction
MBNA Europe Bank Ltd
PO Box 1004
Chester Business Park
Wrexham Road
Chester CH4 9WW

Customer Advocate Office
If you would like to refer a complaint to MBNA Europe Bank Limited, please E-mail - Customeradvocate.office@mbna.com
Please note: MBNA will not enter into correspondence via e-mail. If your complaint requires a response, please include your address and telephone number within your e-mail. Do not include personal account information.

UK Financial Ombudsman Service
If you would like to refer a complaint for independent arbitration, please write to:

Financial Ombudsman Service
South Quay Plaza
Marsh Wall
London
E14 9SR
Telephone 0845 080 1800
E-mail - enquiries@financial-ombudsman.org.uk

UK Banking Code
MBNA Europe Bank Limited is a subscriber to the Banking Code. Copies of the Banking Code can be obtained from MBNA Europe or through the Banking Code Standards Board at: https://www.bankingcode.org.uk

UK - Financial Services Authority and Office of Fair Trading
MBNA Europe Bank Limited is authorised and regulated by the Financial Services Authority and is entered on the FSA's Register (https://www.fsa.gov.uk/register) with FSA Register Number 204487. MBNA Europe Bank Limited is licensed to provide consumer credit by the Office of Fair Trading in the UK.

Source: http://www.mbna.com/europe/contact/index.html


Within your credit agreement, you will find the following...

Complaints
If you would like to make a complaint, please write to us at MBNA Europe Bank Limited, PO Box 1004, Chester Business Park, Wrexham Road, Chester CH4 9WW.

We have procedures in place which will make sure we handle your complaint fairly and quickly. However, if you are not satisfied with the outcome of your complaint, you can write to the Financial Ombudsman Service at South Quay Plaza, 183 Marsh Wall, London E14 9SR.

Source: https://wwwa.applyonlinenow.com/UKCCapp/Ctl/link?eid=DE767C25

daveboy

But we all know that there are a lot of people who never bother with the Ts and Cs but then complain when they need them.

A well spent 2 hours when YorkshireBoy did it in two minutes. I'm all for helping people but I'm also for making people find this kind of thing out for themselves sometimes.

There are far too many threads placed on this board asking for the most basic things and I think it's about time the spoon feeding was slowly withdrawn.

Then there are more detailed questions which I have no problem with. The above is so basic it's shocking.

graham10k_2

ejones999: That's great. My intention is to follow through with MBNA but I was thinking through the usual "What next?" process. The advice on letter specifics is spot on. I didn't actually believe the Customer Services person, and this was my fourth long call with them, but I was astounded they were so badly informed.

YorkshireBoy: Many thanks, I had been refering to my hardcopy T&C's, which are not as extensive as the info you have posted. My main driver was beyond MBNA themselves. The FSA has additional online information about the banks themselves.

daveboy: You missed the point.

Conclusion, there are four organisations out there to help with complaints, once the organisation itself has been exhausted. These are the ones I originally posted: the Financial Ombudsman, Financial Services Authority, the Banking Code Standards Board and the Office of Fair Trading.

If there are any more, or particular guidance on who does what it would be appreciated.

Graham