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.
In the last six months of 2012, we’ve continued to gather your thoughts on our complaints process and we really appreciated your ideas on how we can improve.
You told us that making it easy to complain, combined with our speed of response, our ability to be flexible and resolve any issues professionally and answering all of your issues is still of the utmost importance.
In the last six months we have:
In the next six months we plan to:
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've done in 2012, 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 2012
Trading names covered: M&S Money, M&S Bank, M&S Insurance, M&S Savings and Investments
|Product / Service Group||Number of complaints opened||Number of complaints closed||Complaints closed within 8 weeks||Closed complaints upheld by firm*|
|General Insurance and Pure Protection||21,734||25,969||98.84%||59.05%|
|Decumulation, Life and Pensions||n/a||n/a||n/a||n/a|
In the last six months of 2012, we also opened 31 complaints relating to Marks and Spencer Unit Trust Management Ltd and 5 complaints relating to Marks and Spencer Savings and Investments Ltd.
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 0 234 567 free for people phoning from a ’fixed line‘ (for example, a landline at home).
Or 0300 123 9 123 free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02.
Write to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.
For further information and published complaints data visit the FSA 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.
** The number of complaints received from Complaints Management Companies has continued to increase in the second half of 2012. Excluding these figures the underlying trend for complaints has decreased.
*** Complaints within the General Insurance and Pure Protection category relate to existing and closed policies. In line with industry practice, the number of open and closed complaints do not include complaints from customers who had not purchased the product.
Your M&S Bank savings are covered up to £85,000 under the Financial Services Compensation Scheme.
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.
If you spot suspicious activity on your card account, call us immediately on 0845 900 0900.