the OFT has the power to fine companies who fail to treat customers fairly MBNA credit card company was forced to improve the way it deals with customers faced with debts after the intervention of a regulatory agency.The move comes after the Office of Fair Trading (OFT) has studied debt internal collection arm the firm.
The study found that customers were not aware if partial payments to begin to pay back debts had been accepted, and MBNA circumvented debt counsellors.
MBNA said it had agreed to "transparent".
AgreementThe investigation began after notice of citizens have raised concerns with the OFT. He was concerned about how MBNA treated with clients in financial difficulty.
In the investigation, the lender has agreed that - in January - he would clearly in letters to clients if she would accept rebates at a level that they could afford.
It would also ensure that it should deal with a debt counselor appointed to act on behalf of the client, instead to bypass this representative and deal directly with the client.
Direct contact only happen if the Advisor had given the permission is no longer, they acted for the client, or a payment had not been taken and representative could not be contacted.
"Our survey found problems with how MBNA communicates with clients in financial difficulties," said Ray Watson, Director of the consumer credit OFT group.
If MBNA fails to comply with the new agreement, it may be fine up to a maximum of £ 50,000 per infringement.
A spokesman for MBNA said: "as a result of ongoing dialogue with the OFT, we have agreed to provide greater transparency in some communications that we have with our customers in financial difficulties."
"We believe that these changes are enhancements to our existing strong practices." We are now updating.
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