Complaints data

See how well we're dealing with customer complaints

At M&S Bank, we've always worked hard to exceed our customers' expectations. We know we don't always get things right; that's why customer feedback is so important. It gives us insight into the areas where we need to improve.

What matters is to fix the right things - those things that matter most to our customers. So, through our customer surveys and social media pages, please keep letting us know how we're doing. We'll continue to improve what we do, so that we deliver an excellent service we can be proud of.

In 2018 our key priorities will continue to be:

  • Listening to our customers through their feedback and responses to customer surveys.
  • Working on the root causes of complaints and the individual outcomes for our customers, so issues can be fixed properly first time.
  • Looking at all the different interactions customers have with us, so we can make the whole banking experience better.
  • Simplifying our products and services and the processes behind them.

So you can see how we are doing, we've provided a summary of our complaints data for the first half of 2018.

Firm name: Marks & Spencer Financial Services Plc
Group: HSBC Group
Period covered: 1 January – 30 June 2018
Trading names covered: M&S Money, M&S Bank, M&S Insurance, M&S Savings and Investments, M&S Unit Trust Management Ltd

Product / service grouping Number of complaints opened by volume of business No. of complaints opened No. of complaints closed % closed within 3 days % closed after 3 days but within 8 weeks % upheldFootnote 2* Main cause of complaints opened
Banking & Credit Cards 4.59 per 1,000 accounts 15,456 15,085 64.2% 33.5% 53.9% Other general admin/customer service
Home Finance Footnote 2** 367.65 per 1,000 balances outstanding 25 20 10.0% 80.0% 45.0% Delays/timescales
Insurance and Pure Protection Footnote 3*** 31.18 per 1,000 policies in force 27,459 27,519 1.7% 97.9% 59.6% Unclear guidance/arrangement
Investments 0.00 per 1,000 client accounts 0 0 0.0% 0.0% 0 n/a
Decumulation and Pensions n/a n/a n/a n/a n/a n/a n/a
Credit Related 4.90 per 1,000 accounts 867 836 63.6% 33.3% 54.8% Errors/not following instructions

In the first six months of 2018 we also opened 15 complaints relating to M&S Unit Trust Management Ltd.

Complaints history

Complaints 1 Jul - 31 Dec 2017(opens in a new window)

Complaints 1 Jan - 30 Jun 2017(opens in a new window)

Complaints 1 Jul - 31 Dec 2016(opens in a new window)

Complaints 1 Jan - 30 Jun 2016(opens in a new window)

Complaints 1 Jul - 31 Dec 2015(opens in a new window)

Complaints 1 Jan - 30 Jun 2015(opens in a new window)

Complaints 1 July - 31 Dec 2014(opens in a new window)

Complaints 1 Jan - 30 Jun 2014(opens in a new window)

Complaints 1 July - 31 Dec 2013(opens in a new window)

Complaints 1 Jan - 30 Jun 2013(opens in a new window)

Complaints 1 July - 31 Dec 2012(opens in a new window)

Complaints 1 Jan - 30 Jun 2012(opens in a new window)

Complaints 1 July - 31 Dec 2011(opens in a new window)

Complaints 1 Jan - 30 Jun 2011(opens in a new window)

Complaints 1 July - 31 Dec 2010(opens in a new window)

Complaints 1 Jan - 30 Jun 2010(opens in a new window)

Footnote 1* Complaints upheld by firm refers to the percentage of complaints the bank has found in the customer's favour either in whole or part.

Footnote 2** The number of complaints per 1,000 policies sold within the Home Finance category relates to our mortgage product. In this reporting period we introduced our brand new mortgage product. The root cause of complaints was delays in the application process, something we have taken action on to put right.

Footnote 3*** The number of complaints per 1,000 policies in the Insurance and Pure Protection category now include complaints from customers regardless of whether they purchased a product. This has led to an increase in the number of complaints compared to the previous reporting period.

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