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MARKS AND SPENCER FINANCIAL SERVICES PLC

Financial Ombudsman decision DRN-4566397 Upheld

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Support for vulnerable customers, Service failure

In the Ombudsman’s words

I would expect M&S Bank to be able to act on a written instruction. I can see from M&S Bank notes that there is a note on his account on 8 February 2023 confirming that they’ve returned his application and cheque with a large print letter.Support for vulnerable customers

She said there were service failings by M&S Bank in dealing with the situation. Specifically, that they failed to correspond with him in the ways he asked and they wrote to an incorrect address.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-4566397.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.