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Frequently asked questions

 

• Why have I been contacted by Moorgate Loan Servicing?

• How can my account be sold without my permission?

• Can I still contact MBNA with any queries?

• Do I need to change the way I make my payments?

• My contact details have changed - how do I tell you?

• I would like to nominate a third party to act on my behalf - what do I do?

• I have already appointed a third party to handle my account

• • How will account appear on my Credit File following the change in ownership?

• I am having financial difficulties and am struggling to make my monthly payments

• I am looking for some independent advice regarding my financial position, who can I speak to?

• How do I provide feedback/make a complaint?

• What is the Litigation Department?

• What is the Recoveries Department?

• What happens if I miss a payment?

• None of these questions have helped me, I require further information....

 

 

• Why have I been contacted by Moorgate Loan Servicing?

We have recently written to you to tell you the outstanding balance on your MBNA credit card account has been purchased by Britannica Recoveries S.à.r.l-Malvern and will be serviced by Moorgate Loan Servicing. If you have any questions regarding the change of ownership, please call us on 0845 234 1048. Please quote the new account number shown on our letter.

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•  How can my account be sold without my permission?

MBNA are permitted to transfer your outstanding balance to a company of their choice at any time. Please be assured that your legal rights are not affected.

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•  Can I still contact MBNA with any queries?

If your questions are about your outstanding balance then you need to contact Moorgate Loan Servicing on 0845 234 1048 - our experienced teams are available to help you. Please quote your new account number shown on our letter.

If you have other products with MBNA, please contact them direct in the normal way.

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•  Do I need to change the way I make my payments?

If you pay by Direct Debit, Standing Order, Bank Transfer or via an Electronic Transfer you don't need to do anything, as we have arranged for your payments to be redirected to us by MBNA.

If you aren't paying by one of these methods, please contact our team on 0845 234 1048 - they will quickly and simply guide you through the changes you need to make.

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•  My contact details have changed - how do I tell you?

It's important that we have your up-to-date contact details - so either call us today on 
0845 234 1048 or email us on queries@moorgateloanservicing.co.uk

Please quote your new account number shown on our letter.

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•  I would like to nominate a third party to act on my behalf - what do I do?

We're happy to talk with your chosen representative, but we must first have your written authority to do so.  Please write to us giving the details of your representative, or alternatively you can ask them to send a consent form direct to us. It's important, however, that you personally sign either the letter or the consent form. CLICK HERE for a downloadable PDF of our consent form.

Our address is:

Moorgate Loan Servicing Limited

PO Box 16140

Solihull
B91 9HH

 

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•  I have already appointed a third party to handle my account

If you have already appointed a representative, and MBNA were previously dealing direct with them on your behalf, then Moorgate Loan Servicing will continue to contact them.

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•  I am having financial difficulties and am struggling to make my monthly payments...

If you need help in managing your money, please CLICK HERE

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•  How will account appear on my Credit File following the change in ownership?

Your account will appear on your Credit File as Moorgate (Britannica Rec), who have been instructed by Britannica Recoveries S.à.r.l-Malvern to service your account.  These changes will have no detrimental affect on your Credit File in any way.

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•  I am looking for some independent advice regarding my financial position, who can I speak to?

If you're looking for independent advice, we recommend that you contact one of the following free debt services:

StepChange Debt Charity 0800 138 1111 www.stepchange.org
Payplan 0800 280 2816 www.payplan.com
National Debtline 0808 808 4000 www.nationaldebtline.co.uk

 

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•  How do I provide feedback/make a complaint?

We recognise the importance of delivering excellent customer service and your feedback helps us improve our standards. If you have a positive experience that you would like to share with us, such as a particularly helpful member of staff, please let us know.


However, even the best organisations sometimes make mistakes; when this happens we want you to tell us so that we can put it right.


Please contact us on
0845 849 4108, email us at customer.relations@moorgateloanservicing.co.uk or write to:


Customer Relations Manager
Moorgate Loan Servicing
PO Box 16140
Solihull B91 9HH


Where we cannot resolve your complaint immediately, we will send a written acknowledgement within five working days and undertake a full investigation to enable us to make an informed assessment of your complaint.


We will send you a final response within eight weeks, which will:

 

-  Let you know the outcome of our investigation
-  If appropriate, advise you of what we intend to do to rectify the problem
-  If we disagree with your complaint, clearly explain the reason why


Throughout the investigation we will keep you informed of our progress and we may contact you to ask you to provide further information regarding the issues you have raised.


If you are not happy with the response you receive, you can pursue your complaint with The Financial Ombudsman.


The Financial Ombudsman was set up by Parliament to sort out individual complaints that consumers and financial businesses are unable to resolve themselves.
www.financial-ombudsman.org.uk

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•  What is the Litigation Department?

If a customer is involved in legal proceedings, this team processes appropriate papers on behalf of the business, and liaises with third parties and courts as required.

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•  What is the Recoveries Department?

Our team work with customers to make suitable payment arrangements in line with customer affordability to help them repay their outstanding balance on terminated accounts.

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•  What happens if I miss a payment?

If you miss a payment then depending on the type of loan agreement you have with us, you might incur penalty fees or additional interest. Also, your credit file may be affected and this might impact your ability to get credit in the future.

We will contact you to discuss your account and assist you if you are facing financial difficulties. For those accounts where penalty fees or additional interest could be incurred through late payment, please see our general service fee tariff.

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•  None of these questions have helped me, I need further information...

Please call our team on 0845 234 1048 or email us at queries@moorgateloanservicing.co.uk

Please quote your new account number from our letter.

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