Your satisfaction is the basis of our business, and we want to provide you with a positive customer experience.
If you have a concern with a product or service you have received from MBNA, we want to address it as quickly and effectively as possible. That’s why we have developed a simple process that can resolve most of your concerns
How it works
Please follow these steps as we work together to reach a solution.
Raise your concern with us as soon as you notice it. Many issues can be resolved right at the time when they occur. So please discuss your matter directly with an MBNA Customer Service Representative who will be happy to assist you.
If an MBNA Customer Service Representative is not able to resolve your concern to your satisfaction, at any time you can ask to speak to a manager.
Before you speak to us, it’s a good idea to –
Record the details of concern; include important dates and the names of any MBNA employees involved.
Collect any paperwork or documents related to your issue.
Provide your preferred contact information (such as telephone number or email address) and the best times to contact you.
How to contact us:
Attention: MBNA Customer Service
PO Box 9614
Ottawa, ON K1G 6E6
Phone: 1-888-876-6262 (toll-free)
TDD : 1-800-872-5758 (toll-free)
FAX : 1-800-439-5491 (toll-free)
If you have contacted us and are not satisfied with the resolution that has been offered, your concern can be referred to a representative of our Senior Management team by contacting us by phone, email, fax or in writing as follows:
Attention: MBNA Customer Relations
PO Box 9629
Ottawa, ON K1G 6V1
Phone: 1-877-405-6262 (toll-free)
NOTE: For your protection do not send confidential information via email, as email correspondence is not secure. If your request requires disclosure of confidential information for resolution, please call us.
Fax : 1-800-439-5491 Attn. MBNA Customer Relations
Before you process to the next step, please be sure you have completed the previous steps:
- Talked to a Customer Service Representative and/or manager.
- Elevated your concern to a member of our Senior Management team.
If you have gone through the first two steps and still need help finding a solution to your concern, you have the option to refer it to the TD Ombudsman.
The TD Ombudsman’s Office will work with both you and MBNA to understand what you expected of us, what service we agreed to deliver and why your expectations were not met. The goal of the TD Ombudsman’s Office is to apply principles of fairness to find a solution.
The TD Ombudsman office does not normally investigate concerns regarding
- Bank policies, including credit granting policies or risk management decisions
- Levels of interest rates, service charges or fees that apply to all customers
- Matters where legal action has already commenced or has been concluded.
PO Box 1, Toronto-Dominion Centre
Toronto, ON M5K 1A2
Fax : 1-866-891-2410
Please include your full name, address, telephone number(s) and the details of your concern in your letter or email. The TD Ombudsman can also be reached by telephone at 416-982-4884 or toll-free at 1-888-361-0319.
Additional resources – external agencies
ADR Chambers Banking Ombuds Office (ADRBO)
This independent dispute resolution service can provide you with information and a further review of your complaint if you do not accept the decision of the TD Ombudsman. You can contact this service if you have waited more than 90 days for a resolution after elevating your concern
ADR Chambers Banking Ombuds Office (ADRBO)
P.O. Box 1006
31 Adelaide Street East
Toronto, ON M5C 2K4
Financial Consumer Agency of Canada (“FCAC”)
The Financial Consumer Agency of Canada supervises financial institutions such as banks to ensure that they comply with federal consumer protection laws. The FCAC also helps educate consumers and monitors voluntary codes of conduct and public commitments designed to protect the interests of consumers. We provide our customers with enhanced protection through our public commitments and our adherence to certain codes of conduct that govern the industry. For more information about our voluntary codes of conduct and public commitments please visit our complaint handling procedures at www.mbna.ca/contact-us/complaint.
If you have a complaint that you think may involve a violation of a consumer protection law, a public commitment or an industry code of conduct, contact FCAC by telephone, mail or through their website as follows:
Financial Consumer Agency of Canada
Enterprise Building, 6th Floor
427 Laurier Avenue West
Ottawa, ON K1R 1B9
Please note: The FCAC does not become involved in matters involving product pricing and billing or payment errors – all such requests must follow the problem resolution process set out in this brochure.
Office of the Privacy Commissioner of Canada (OPCC)
The Office of the Privacy Commissioner of Canada investigates privacy complaints under the Personal Information Protection and Electronic Documents Act (PIPEDA).
If your complaint or inquiry concerns a privacy issue, please contact the OPCC as follows:
Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec K1A 1H3
MBNA is a division of The Toronto-Dominion Bank.