Making a complaint
We're committed to providing you with the best products and services. If you feel that we haven't met your expectations we'd value your feedback so we can put things right and make improvements.
Existing customers with account* specific queries, please log into Internet Banking and contact us via the My Messages facility.
For all other complaints please complete the Contact us form.
*Current account, credit card and Everyday Savings Account.
Visit your nearest branch and speak to a member of our team in person. Branch finder
Write to us
M&S Bank, Kings Meadow, Chester,
Please include your name, address, postcode and your perferred contact number.
Deaf, hard of hearing or speech impaired customers
Please use the following services to contact our Customer Service team.
British Sign Language video relay service.
Monday to Friday: 8am-6pm.
Textphone: 0345 300 1815.
Textphone keyboard required.
Monday to Sunday: 7am-8pm.
If you contact us with a complaint we'll do our best to resolve it immediately. If this isn't possible, we'll write to you within 5 working days. And, if we need more time to investigate, we'll send you an update within 4 weeks.
If you're still not satisfied, or it takes more than 8 weeks to resolve your complaint, you have two options. You can take your case to the Financial Ombudsman Service or use the online European Online Dispute Resolution platform. Currently we believe the latter will be forwarded to the Financial Ombudsman Service, so this may be a slower option.