Firms › MARKS AND SPENCER FINANCIAL SERVICES PLC ›
MARKS AND SPENCER FINANCIAL SERVICES PLC
Financial Ombudsman decision DRN5018011 Not upheld
Not upheldoutcome, as published by the Ombudsman
—no sum stated
Fri May 24deadline to accept (not the decision date)
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
Charges and fees, Support for vulnerable customers
In the Ombudsman’s words
Mrs T complains Marks & Spencer Financial Services Plc trading as M&S Bank (“M&S”) hasn’t treated her fairly in relation to her previously outstanding debt on her credit card. She’s said M&S has bullied, harassed and discriminated against her by adding interest and charges to her account during a period she was in a debt management plan.Charges and fees
They didn’t agree with my provisional decision – and thought it breached a duty of care to vulnerable customers.Support for vulnerable customers
Rules cited
Source
This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN5018011.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.