MBNA (Ex Abbey card) SAR response - very confused!

tempsc

Hi.

I have an 'Abbey Card', that is administered by MBNA. The card was originally issued by N&P if I recall correctly, which was then transferred to Abbey National, who then transfrerred it to MBNA in 2006. I sent in an SAR in April, with a focus on PPI. Yesterday, I received a package from MBNA, which showed 'the personal details' we hold for you on this acct. It also apologised that due to 'archive retrieval issues', they were unable to provide a copy of my credit agreement.

When leafing through the document they did send, it consisted of just a communications log print out. No account information, no balances, no PPI payments etc. I know that MBNA do produce much more comprehenisve data than this as I claimed succesfully on an alternative acct with them last year for PPI mis selling and the info they sent me was far more comprehensive.

On eventually managing to speak with their custoimer services yesterday, I was told that if they had cashed the £10 chq - which they have- then they are legally obliged to send everything they have. I'm not conviced they have done this and I was advised that I could not speak to anyone in 'customer advocacy' - only that I could write in and query it.

A further query I have is, how can I contact 'Abbey National' or even N&P? Aren't card acct administrators obliged to hold all relevant data? What happens if the card is administered by three different orgainsations, as in my case? Don't all the files just get sent on to the next company?

I'm confused by all this mess and not at all sure where to turn next? FSA perhaps? It would be helpful to know what obligations the three organisations had when transferring my business - if any.

Thanks in advance for any guidance.

Paul

di3004

tempsc wrote: »

Hi.

I have an 'Abbey Card', that is administered by MBNA. The card was originally issued by N&P if I recall correctly, which was then transferred to Abbey National, who then transfrerred it to MBNA in 2006. I sent in an SAR in April, with a focus on PPI. Yesterday, I received a package from MBNA, which showed 'the personal details' we hold for you on this acct. It also apologised that due to 'archive retrieval issues', they were unable to provide a copy of my credit agreement.

When leafing through the document they did send, it consisted of just a communications log print out. No account information, no balances, no PPI payments etc. I know that MBNA do produce much more comprehenisve data than this as I claimed succesfully on an alternative acct with them last year for PPI mis selling and the info they sent me was far more comprehensive.

On eventually managing to speak with their custoimer services yesterday, I was told that if they had cashed the £10 chq - which they have- then they are legally obliged to send everything they have. I'm not conviced they have done this and I was advised that I could not speak to anyone in 'customer advocacy' - only that I could write in and query it.

A further query I have is, how can I contact 'Abbey National' or even N&P? Aren't card acct administrators obliged to hold all relevant data? What happens if the card is administered by three different orgainsations, as in my case? Don't all the files just get sent on to the next company?

I'm confused by all this mess and not at all sure where to turn next? FSA perhaps? It would be helpful to know what obligations the three organisations had when transferring my business - if any.

Thanks in advance for any guidance.

Paul

Hi Paul

If 40 calendar days have already passed and you don't feel they issued everything they should have done, you could write a letter and tell them this and that you will contact the Information Commissioners Office (ICO) for advice.
https://www.ico.gov.uk/Global/contact_us.aspx

Some they send in separate bundles, so you could check with them to make sure everything is received. As you will be aware though, its only mainly the last 6 years they hold data for, some will hold data for longer.

I assumed Abbey were now dealt with by Santander?
Do you have a local bank nearby? If so call in and have a word with one of the staff who will be able to confirm.

Bumping up for you anyway in case someone else knows, good luck.

magpiecottage

I think MBNA probably has given you all it held.

National & Provincial Building Society, the "N&P" you refer to (not to be confused with Norwich & Peterborough Building Society) did have its own credit cards which it issued in its own name and funded.

Some time during the 1990s, Abbey National plc bought it. N&P credit cards were then replaced with Abbey National ones, this time funded by Abbey National.

Later, Abbey National decided not to continue offering its own credit cards and arranged for cards to be issued instead by MBNA although they were still Abbey National branded. In effect, it became an affinity card, like those offered by, say, the National Trust or the RSPB.

It is very doubtful that Abbey National still held the data relating to the old N&P accounts by then and, even if they did, since the MBNA account was a new one there would be no need for MBNA to know about it and, therefore passing it on would almost certainly have breached the Data Protection Act.

If the data does still exist it will be held by Santander but I think the chances of it being found are infinitesimal.