Making a complaint

How we handle complaints

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 can take your case to the Financial Ombudsman Service.

See how well we're dealing with customer complaints

We have continued to gather your thoughts on our complaints process and we really appreciate your ideas on how we can improve. Our ability to be flexible and resolve any issues professionally, answering all of your issues, is still of the utmost importance.

In the last six months we have:

  • Continued to review the responses and comments you provide to our monthly satisfaction surveys. As a result, we have made changes to the way that we call you to ensure that calls take place when we say they will.
  • Communicated to our customer facing colleagues what it means to put the customer at the heart of everything we do, taking care to get things right for our customers first time, delivering on our promises and addressing customers’ issues with confidence.
  • Continued to carry out root cause analysis on the areas which cause you the most issues so that we put it right wherever possible.

In the next six months we will:

  • Continue to review our automated telephone system to ensure that it is as simple as possible.
  • Ensure we stay focused on what is important to you, the customer.
  • Regularly review our products to ensure that they continue to meet your needs.

We will continue to stay focused on the small but important things that make all the difference, resolving your complaint quickly, with empathy and to your satisfaction.

So you can see how we did in 2013, we’ve provided a summary of our complaints data for the second half of the year.

Firm name: Marks & Spencer Financial Services Plc
Group: HSBC Group
Period covered: 1 July - 31 December 2013
Trading names covered: M&S Money, M&S Bank, M&S Insurance, M&S Savings and Investments

Banking includes our lending products (cards, loans, personal reserve), savings and current account products. Decumulation is the way in which customers can turn their accumulated assets into an income.
Product / Service GroupNumber of complaints openedNumber of complaints closedComplaints closed within 8 weeksClosed complaints upheld by firm*
Home Financen/an/an/an/a
General Insurance and Pure Protection9,42611,48598.95%71.97%
Decumulation, Life and Pensionsn/an/an/an/a
  • Banking: We have 2.4 opened complaints per 1,000 relevant banking accounts. We closed 8,808 complaints.
  • General Insurance and Pure Protection: We have 0.7 opened complaints per 1,000 general insurance and pure protection products. This excludes complaints relating to payment protection insurance which M&S Bank stopped selling in April 2008. With PPI complaints included, we received 32.0 complaints per 1,000 relevant accounts.**
  • Investments: We have 0 opened complaints per 1,000 investment products. We closed 0 complaints.

In the last six months of 2013, we also opened 8 complaints relating to Marks and Spencer Unit Trust Management Ltd and 4 complaints relating to Marks and Spencer Savings and Investments Ltd.

Complaints history

Financial Ombudsman Service

If you wish to, you should contact the Financial Ombudsman Service within six months of the date on our final letter to you.

Call 0800 023 4567 free for people phoning from a ’fixed line‘ (for example, a landline at home).

Or 0300 123 9123 free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02.

Write to the Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR.

Financial Conduct Authority (FCA)

For further information and published complaints data visit the FCA website.


* Complaints upheld by firm refers to the percentage of complaints that the bank has found in the customer's favour either in whole or part.

**Complaints within the General Insurance and Pure Protection category relate to the average number of policies in place in the reporting period. In line with industry practice, the number of open and closed complaints do not include complaints from customers who had not purchased the product.

Are my savings safe?

Your M&S Bank savings are covered up to £85,000 under the Financial Services Compensation Scheme.

Answers to your savings questions

Debt worries?

If you have an M&S Credit Card or M&S Loan and you're concerned about your financial situation, please call us on 0845 900 0900.

Victim of card fraud?

If you spot suspicious activity on your card account, call us immediately on 0845 900 0900.