Help
Making a Complaint
How we handle complaints*
If you call 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.
Financial Ombudsman Service
You should contact the Financial Ombudsman Service within six months of the date on our final letter to you.
Call 0845 080 1800
Write to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR
More about the Financial Ombudsman Service
How to make a complaint
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M&S Credit Card, Chargecard or Budgetcard
Call 0845 900 0900
Write to Marks & Spencer Money, Customer Services Department, Kings Meadow, Chester CH99 9FB
Travel Money
Call 0845 900 0900
Write to Marks & Spencer Money, Customer Services Department, Kings Meadow, Chester CH99 9FB
Personal Loan or Car Buying Plan
Call 0845 900 0900
Write to Marks & Spencer Money, Customer Services Department, Kings Meadow, Chester CH99 9FB
Personal Reserve
Call 0845 900 0900
Write to Marks & Spencer Money, Customer Services Department, Kings Meadow, Chester CH99 9FB
Payment Protection Insurance
Call 0845 900 0900
Write to Marks & Spencer Money, Insurance Claims Department, Kings Meadow, Chester CH99 9FB.
Still not satisfied?
If your complaint is about Payment Protection Insurance for your M&S Credit Card, Chargecard, Budgetcard or Personal Reserve, write to Hamilton Insurance, PO Box 78, Surrey Street, Norwich NR1 3NU
If your complaint is about Payment Protection Insurance for a Personal Loan or Car Buying Plan, the address to write to depends on the type of cover you have:
- For life cover and accident or sickness cover (where the term of your loan agreement is 60 months or more) write to the Chief Executive, Norwich Union Insurance, PO Box 6, Surrey Street, Norwich NR1 3NS
- For unemployment and accident or sickness cover (where the term of your loan agreement is less than 60 months) write to the Customer Satisfaction Manager, Allianz Schemes, Allianz Insurance plc, 6 Vale Avenue, Tunbridge Wells, Kent TN1 1EH
Card Safe
Is your complaint about how your policy was sold to you?
Call 0845 900 0900
Write to Marks & Spencer Money, Customer Services Department, Kings Meadow, Chester CH99 9FB
Is your complaint about your policy or a claim?
Call 0870 600 3055
Write to the Complaints Manager, Card Safe, Holgate Park, York YO26 4GA
Please quote your policy or claim number when you write to us.
Home Insurance
Is your complaint about your policy?
Call 0800 015 6148
Write to the Customer Services Manager, Marks & Spencer Money, PO Box 7468, Perth PH2 0YR
Is your complaint about a claim?
Call 0800 389 9990
Write to the Claims Team Manager, Marks & Spencer Money, PO Box 58, The Warren, Hill Barn Lane, Worthing BN14 9QD
Please quote your policy or claim number when you write to us.
Home Insurance taken out after 1 Feb 2009
Call 0800 121 4070
Write to the Head of Customer Care, M&S Home Insurance, Civic Drive, Ipswich, IP1 2AN
Please quote your policy or claim number when you contact us.
Car Insurance
Call 08700 601 091
Write to the Service Quality & Assessment Manager, Marks & Spencer Money, Fusion House, Bretton Way, Peterborough PE3 8BG
Please quote your policy or claim number when you contact us.
Travel Insurance
Call 0800 068 3918
Write to the Head of Customer Care, AXA Insurance, Civic Drive, Ipswich IP1 2AN
Please quote your policy or claim number when you contact us.
Pet Insurance
Call 0800 980 8740
Write to the Customer Service Team, Marks & Spencer Pet Insurance, 35 Friday Street, Henley-on-Thames RG9 1RX
Please quote your policy or claim number when you write to us.
Wedding Insurance
Call 01452 528533
Write to the Chief Claims Manager, Ecclesiastical Insurance Group, Beaufort House, Brunswick Road, Gloucester GL1 1JZ
Please quote your policy or claim number when you write to us.
Savings and Investments
Call 0808 005 5555
Write to the Savings and Investments Department, Marks & Spencer Money, Kings Meadow, Chester CH99 9UT
Life Cover and Pensions
Call 0870 010 5650
Write to the Life and Pensions Department, Marks and Spencer Life Assurance Limited, Kings Meadow, Chester CH99 9LR
Term Assurance product taken out after 2 May 2006
Write to the Marks & Spencer Life Cover Team, HSBC Life (UK) Limited, 13th Floor, Norwich House, Nelson Gate, Commercial Road, Southampton SO15 1GX
* Our complaint procedures don’t affect any right of legal action you may have against the Insurer or us.
