Help and support

Our complaints procedure

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We aim to handle complaints fairly and promptly.

nuba is a trading name of MBNA Limited. MBNA are committed to providing a high quality of service, but things can go wrong despite our best efforts. Given the opportunity we’ll always try to put things right and, by making a complaint, you might also draw our attention to something which needs to be improved.

Contact us online, by phone or by post
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.

We aim to resolve your complaint as quickly as possible
To help us to do this, please tell us:

  • Your name and address.
  • Your preferred contact number.
  • Your 16-digit card number and any useful references.
  • What’s gone wrong and when/how it happened.
  • What you’d like us to do to resolve your complaint.

How we'll handle your complaint
It’s our commitment to you that things will be dealt with fairly and promptly. We aim to deal with complaints straightaway, and will send confirmation once your complaint is resolved.

If we need to look into things in more detail, we’ll send you a prompt acknowledgment, keep you updated on our progress and issue a final response as soon as we can.

As MBNA is now a wholly owned subsidiary of Lloyds Banking Group, you can find our complaints data on the Lloyds Banking Group website.

Complaint handling timescales
Our regulator, the Financial Conduct Authority (FCA), give us the following complaint handling timescales:

Payment or e-money complaints (e.g. Direct Debit/online transactions) - a final response should be issued within 15 days of receiving a complaint, up to a maximum of 35 days where things outside of our control cause a delay.

Other types of complaint - a final response should be issued within 56 days.

Complaint unresolved?
If we can’t resolve things in the timescales set by the FCA, or you’re not satisfied with our final response, you can refer your complaint to the Financial Ombudsman Service.

Call: 0800 023 4567 / 0300 123 9123
Write: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR.

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 monitored and/or recorded for quality and training purposes and for compliance with regulations.