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MARKS AND SPENCER FINANCIAL SERVICES PLC
Legal entity: MARKS AND SPENCER FINANCIAL SERVICES PLC
FCA register status: Authorised - applied to cancel — the FCA’s own status for this firm reference, not our finding. See the FCA’s own record on the Financial Services Register.
Companies House 01772585, incorporated November 1983
302banking decisions
25.2%uphold rate
226not upheld
Beyond banking
The figures above cover this firm’s banking, credit and mortgage decisions only. The Ombudsman also decided complaints about it in other sectors, which behave differently and are kept separate rather than averaged in.
| Sector | Decisions | Uphold rate |
|---|---|---|
| Banking, credit and mortgages — shown above | 302 | 25.2% |
| Payment protection insurance | 124 | 27.4% |
| Insurance (excluding PPI) | 10 | — |
What this firm loses on
| Issue | Decisions | Upheld | Uphold rate |
|---|---|---|---|
| Card dispute or chargeback | 62 | 12 | 19.4% |
| Credit file reporting | 49 | 13 | 26.5% |
| Irresponsible lending | 42 | 16 | 38.1% |
| Complaint handling | 42 | 14 | 33.3% |
| Service failure | 31 | 16 | 51.6% |
| APP scam refund refused | 26 | 7 | 26.9% |
| Treatment in financial difficulty | 23 | 7 | 30.4% |
| Charges and fees | 19 | 6 | 31.6% |
| Product mis-sold | 19 | 2 | 10.5% |
| Account closed or refused | 16 | 3 | 18.8% |
| Interest and rates | 12 | 1 | 8.3% |
| Unauthorised transaction | 12 | 4 | 33.3% |
| Payment delayed or failed | 10 | 3 | 30.0% |
The official record
What the firm itself reports to the regulator, scoped to banking and credit complaints only. This is a different measure from the decisions above — it covers all complaints a firm received, not only those that reached an ombudsman. Firms report on periods set by the regulator, which are not always the calendar half-year the file was published under (shown below where they differ). No period-over-period change is calculated here — these are the reported figures only. See the scorecard for all three measures side by side.
| Source | Period | Upheld | Opened | Closed | New cases |
|---|---|---|---|---|---|
| FCA | 2025-H2 2025-07-01 to 2025-12-31 | 68.4% | 5,169 | 5,234 | — |
| FCA | 2025-H1 2025-01-01 to 2025-06-30 | 67.4% | 7,097 | 7,224 | — |
| FCA | 2024-H2 2024-07-01 to 2024-12-31 | 64.7% | 8,226 | 7,834 | — |
| FCA | 2024-H1 2024-01-01 to 2024-06-30 | 68.1% | 9,336 | 8,975 | — |
| FCA | 2023-H2 2023-07-01 to 2023-12-31 | 67.4% | 9,668 | 7,902 | — |
| FCA | 2023-H1 2023-01-01 to 2023-06-30 | 55.0% | 11,338 | 11,567 | — |
| FCA | 2022-H2 2022-07-01 to 2022-12-31 | 48.2% | 15,625 | 15,564 | — |
| FCA | 2022-H1 2022-01-01 to 2022-06-30 | 47.9% | 15,027 | 15,242 | — |
| FOS | 2025-H2 | 23.6% | — | — | 355 |
| FOS | 2025-H1 | 19.1% | — | — | 174 |
| FOS | 2024-H2 | 30.0% | — | — | 176 |
| FOS | 2024-H1 | 28.6% | — | — | 151 |
| FOS | 2023-H2 | 22.7% | — | — | 134 |
| FOS | 2023-H1 | 36.8% | — | — | 175 |
| FOS | 2022-H2 | 31.4% | — | — | 152 |
| FOS | 2022-H1 | 27.9% | — | — | 160 |
Decisions are attributed to a firm only where the decision text names it unambiguously. Where a name could refer to more than one firm, the decision is left unattributed rather than guessed, so these counts are a floor, not a total. Method.