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MBNA Limited
Legal entity: MBNA Limited
Group: Lloyds Banking Group
FCA register status: Authorised — the FCA’s own status for this firm reference, not our finding. See the FCA’s own record on the Financial Services Register.
Companies House 02783251, incorporated January 1993
1,162banking decisions
16.1%uphold rate
975not upheld
Beyond banking
The figures above cover this firm’s banking, credit and mortgage decisions only. The Ombudsman also decided complaints about it in other sectors, which behave differently and are kept separate rather than averaged in.
| Sector | Decisions | Uphold rate |
|---|---|---|
| Banking, credit and mortgages — shown above | 1,162 | 16.1% |
| Payment protection insurance | 817 | 23.7% |
| Insurance (excluding PPI) | 4 | — |
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Credit file reporting | 256 | 57 | 22.3% |
| Irresponsible lending | 200 | 40 | 20.0% |
| Card dispute or chargeback | 177 | 23 | 13.0% |
| Complaint handling | 142 | 40 | 28.2% |
| Charges and fees | 138 | 29 | 21.0% |
| Treatment in financial difficulty | 119 | 16 | 13.4% |
| Interest and rates | 111 | 11 | 9.9% |
| Unauthorised transaction | 69 | 9 | 13.0% |
| Product mis-sold | 67 | 10 | 14.9% |
| Service failure | 51 | 18 | 35.3% |
| Account closed or refused | 38 | 7 | 18.4% |
| Support for vulnerable customers | 37 | 9 | 24.3% |
| APP scam refund refused | 29 | 3 | 10.3% |
| Funds blocked or frozen | 22 | 4 | 18.2% |
| Data and privacy | 16 | 2 | 12.5% |
| Payment delayed or failed | 11 | 2 | 18.2% |
The official record
What the firm itself reports to the regulator, scoped to banking and credit complaints only. This is a different measure from the decisions above — it covers all complaints a firm received, not only those that reached an ombudsman. Firms report on periods set by the regulator, which are not always the calendar half-year the file was published under (shown below where they differ). No period-over-period change is calculated here — these are the reported figures only. See the scorecard for all three measures side by side.
| Source | Period | Upheld | Opened | Closed | New cases |
|---|---|---|---|---|---|
| FCA | 2025-H2 2025-07-01 to 2025-12-31 | 54.0% | 8,774 | 8,731 | — |
| FCA | 2025-H1 2025-01-01 to 2025-06-30 | 53.1% | 9,487 | 9,578 | — |
| FCA | 2024-H2 2024-07-01 to 2024-12-31 | 53.5% | 9,072 | 8,941 | — |
| FCA | 2024-H1 2024-01-01 to 2024-06-30 | 44.0% | 10,614 | 10,620 | — |
| FCA | 2023-H2 2023-07-01 to 2023-12-31 | 47.8% | 10,562 | 10,683 | — |
| FCA | 2023-H1 2023-01-01 to 2023-06-30 | 48.6% | 10,754 | 10,840 | — |
| FCA | 2022-H2 2022-07-01 to 2022-12-31 | 54.3% | 11,444 | 11,245 | — |
| FCA | 2022-H1 2022-01-01 to 2022-06-30 | 57.8% | 12,130 | 12,087 | — |
| FOS | 2025-H2 | 17.0% | — | — | 500 |
| FOS | 2025-H1 | 23.1% | — | — | 305 |
| FOS | 2024-H2 | 30.0% | — | — | 358 |
| FOS | 2024-H1 | 27.1% | — | — | 348 |
| FOS | 2023-H2 | 29.0% | — | — | 364 |
| FOS | 2023-H1 | 29.7% | — | — | 350 |
| FOS | 2022-H2 | 23.8% | — | — | 261 |
| FOS | 2022-H1 | 27.0% | — | — | 264 |
Context
Open Banking API availability
Mean of the unweighted figure across endpoint categories, as published by Open Banking. Unweighted takes the worst endpoint per day, so it reflects what a customer hits rather than a volume-weighted average that healthy endpoints can carry.
2026-07: 100.00%
Decisions are attributed to a firm only where the decision text names it unambiguously. Where a name could refer to more than one firm, the decision is left unattributed rather than guessed, so these counts are a floor, not a total. Method.