Help
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.
How we resolve our complaints
In order to improve our service year on year, we aim to set the standard for treating every complaint quickly and fairly. So you can see how we are doing, a summary of our complaints data for the first half of 2011 is set out below. This information has also been shared with the Financial Services Authority.
Firm Name: Marks & Spencer Financial Services
Trading names covered: M&S Money
| Product / Service Group | Number of complaints opened | Number of complaints closed | Complaints closed within 8 weeks | Closed complaints upheld by firm** |
|---|---|---|---|---|
| Banking | 7,336 | 7,143 | 97.5% | 27.83% |
| Home Finance | n/a | n/a | n/a | n/a |
| General Insurance and pure protection | 7,704 | 5,186 | 86.42% | 6.23% |
| Decumulation, life and pensions | n/a | n/a | n/a | n/a |
| Investments | 4 | 4 | 100% | 50% |
- We received 2.0 opened complaints per 1,000 relevant banking accounts.
- We received 36.6 complaints per 1,000 General Insurance and pure protection policies.***
- We received 0.04 complaints per 1,000 investment products.
Complaints History
Complaints 1 July – 31 Dec 2010
Complaints 1 Jan – 30 June 2010
Financial Ombudsman Service
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.
More about the Financial Ombudsman Service
Financial Services Authority (FSA)
For further information and published complaints data, visit the FSA website.
* Our complaint procedures don't affect any right of legal action you may have against the Insurer or us.
** Complaints upheld by firm refers to the percentage of complaints that M&S Money has found in the customer’s favour either in whole or part.
***Complaints within the General Insurance and pure protection category relate to existing and closed policies for PPI complaints only. This does not include General Insurance as this information is reported separately via our third party partners. In addition the numbers include complaints from customers who had not purchased the product. The number of PPI complaints that have been closed has increased following the outcome of the judicial review proceedings between the British Bankers Association and the Financial Services Authority and Financial Ombudsman Service.
