Resolving your concerns

Your satisfaction is the basis of our business, and we want to provide you with a positive customer experience. If you have a concern over 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 have an issue. 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, at any time, an MBNA customer service representative is not able to resolve your concern to your satisfaction, you can ask to speak to a manager.

Resolution checklist

Before you speak to us, it’s a good idea to

  • Record the details of your 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 a telephone number or an e-mail address) and the best times to contact you

How to contact us

  • Mail: 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, you can refer your concern to a representative of our Senior Management team by contacting us by phone, e-mail, fax or in writing as follows.

For all complaints, other than insurance-related:

NOTE: For your protection, don’t send confidential information via e-mail, as it isn’t secure. If your request requires disclosure of confidential information for resolution, please call us.

NOTE: For your protection, don’t send confidential information via e-mail, as it isn’t secure. If your request requires disclosure of confidential information for resolution, please call us.

  • Fax: 1-800-439-5491
    Attn. MBNA Customer Relations

Insurance-related complaints:

  • Mail: TD Insurance Customer Care, 320 Front Street W., 3rd Floor, Toronto, ON M5V 3B6
  • Phone: 1-877-734-1288
  • Email: TDINSCC@td.com
  • FAX: 1-416-983-7329

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 Senior Customer Complaints Office.

The Senior Customer Complaints 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 Senior Customer Complaints Office is to apply principles of fairness to find a solution.

The Senior Customer Complaints 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

Include your full name, address, telephone number(s) and the details of your concern in your letter.

  • Mail: Senior Customer Complaints Office, PO Box 1, Toronto-Dominion Centre, Toronto, ON MK5 1A2
  • Phone: 416-982-4884 or toll-free at 1-888-361-0319
  • Fax: 1-866-891-2410
  • E-mail: td.scco@td.com

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 Senior Customer Complaints Office. You can contact this service if you have waited longer than 90 days for a resolution after elevating your concern.

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. They provide their customers with enhanced protection through their public commitments and adherence to certain codes of conduct that govern the industry.

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.

  • Mail: Financial Consumer Agency of Canada, Enterprise Building, 6th Floor, 27 Laurier Avenue West, Ottawa, ON K1R 1B9
  • Phone: 1-866-461-3222 (toll-free)
  • Website: www.fcac.gc.ca

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 on this page.

Office of the Privacy Commissioner of Canada ("OPCC")

The OPCC investigates privacy complaints under the Personal Information Protection and Electronic Documents Act. If your complaint or inquiry concerns a privacy issue under federal law, please contact the OPCC.

  • Mail: Office of the Privacy Commissioner of Canada, 30 Victoria Street, Gatineau, QC K1A 1H3
  • Toll-free telephone: 1-800-282-1376
  • Website: www.priv.gc.ca
  • Mail: Office of the Privacy Commissioner of Canada, 30 Victoria Street, Gatineau, QC K1A 1H3
  • Toll-free telephone: 1-800-282-1376
  • Website: www.priv.gc.ca

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