Help and support

Our complaints procedure

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We aim to get things right, every time. If you do have a complaint, however, please let us know so that we can improve our service and products. We’re committed to handling all complaints fairly and promptly.

Contact us online, by phone or by post
nuba is a trading name of MBNA Limited. If you need to contact us, you can use our secure online form to submit your enquiry.
Call: 0800 062 062
Write: Customer Advocates Office, MBNA Limited, Chester Business Park, Wrexham Road, Chester, CH4 9FB.

To help us resolve your complaint as quickly as possible, please tell us:

  • Your name and address.
  • Your preferred contact number.
  • Your 16-digit card number and any useful references.
  • What’s gone wrong, when and how it happened.
  • What we can do to resolve your complaint.

How we'll handle your complaint
We'll always try to resolve complaints straight away, but some can take a bit longer.

If we can resolve your complaint quickly, we'll send you confirmation of this. However, if we need to look into things in more detail, we'll send you acknowledgement of this as soon as we can.

We'll work to resolve any complaint received within 56 days and will keep you updated of how we're doing. When we've thoroughly investigated your complaint we'll send you a final response.

Learn more about our commitment to doing more

If your complaint isn't resolved
If we're unable to resolve your complaint within 56 days, or you’re not satisfied with our final response, you can refer your complaint to the Financial Ombudsman Service and ask them to review the situation.

Visit: financial-ombudsman.org.uk
Call: 0800 023 4567 / 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Write: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

Alternatively, you can make use of the Finance & Leasing Association conciliation scheme to resolve your complaint; we are members of the FLA and are bound by their Lending Code.

Visit: fla.org.uk
Call: 020 7836 6511
Fax: 020 7420 9600
Email: info@fla.org.uk
Write: The Compliance Manager, Finance & Leasing Association, Imperial House, 15-19 Kingsway, London, WC2B 6UN.

Other useful information
To help you understand more about complaints and how they’re handled, you might find these leaflets helpful:

MBNA: our commitment to you
Financial Ombudsman Service: our consumer leaflet

nuba credit cards are issued by MBNA Limited. Registered Office: Stansfield House, Chester Business Park, Chester CH4 9QQ. Registered in England and Wales under company number 02783251. Authorised and regulated by the Financial Conduct Authority. MBNA Limited is also authorised by the Financial Conduct Authority under the Payment Services Regulations 2009, Register Number: 204487 for the provision of payment services. nuba is a trading name of MBNA Limited. Calls may be monitord and/or recorded for quality and training purposes and for compliance with regulations.