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MARKS AND SPENCER FINANCIAL SERVICES PLC

Financial Ombudsman decision DRN-5749753 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

Credit file reporting, Service failure

In the Ombudsman’s words

Mrs M complains that Marks & Spencer Financial Services Plc (M&S) has incorrectly reported to the credit reference agencies (CRA’s) that she has missed payments on her credit card account.Credit file reporting

the advisor Mrs M spoke to in May 2025 spoke over her on a number of occasions, and Mrs M had to repeat her questions several times to the advisorService failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5749753.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.