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 2017 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 2017.

Firm name: Marks & Spencer Financial Services Plc
Group: HSBC Group
Period covered: 1 January – 30 June 2017
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 4.42 per 1000 accounts 14,668 14,521 64.7% 33.8% 50.2% Other general admin/customer service
Home Finance n/a n/a n/a n/a n/a n/a n/a
Insurance and Pure ProtectionFootnote 2** 38.14 per 1000 policies in force 18,326 18,292 1.0% 98.8% 62.1% Unclear guidance/arrangement
Investments 0.00 per 1000 client accounts 0 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 3.51 per 1000 accounts 514 507 66.9% 31.6% 55.8% Errors/not following instructions

In the first six months of 2017 we also opened 28 complaints relating to M&S Unit Trust Management Ltd and 1 complaint relating to M&S Savings and Investments Ltd.

Complaints history

Complaints 1 Jul - 31 Dec 2016

Complaints 1 Jan - 30 Jun 2016

Complaints 1 Jul - 31 Dec 2015

Complaints 1 Jan - 30 Jun 2015

Complaints 1 July - 31 Dec 2014

Complaints 1 Jan - 30 Jun 2014

Complaints 1 July - 31 Dec 2013

Complaints 1 Jan - 30 Jun 2013

Complaints 1 July - 31 Dec 2012

Complaints 1 Jan - 30 Jun 2012

Complaints 1 July - 31 Dec 2011

Complaints 1 Jan - 30 Jun 2011

Complaints 1 July - 31 Dec 2010

Complaints 1 Jan - 30 Jun 2010

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** 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.

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