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MARKS AND SPENCER FINANCIAL SERVICES PLC

Financial Ombudsman decision DRN2002789 Not 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

Payment delayed or failed, Service failure

In the Ombudsman’s words

He did that through an M&S store on 13 April. But the money wasn’t paid onto his card straight away.Payment delayed or failed

M&S could’ve done a better job of explaining to Mr B what had happened on his account, and warning him when it was going to correct mistakes it has made.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN2002789.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.