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MARKS AND SPENCER FINANCIAL SERVICES PLC

Financial Ombudsman decision DRN6600819 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

Complaint handling, Service failure

In the Ombudsman’s words

Mrs H complains that M&S Bank didn’t take her concerns seriously enough, and that it refuses to give her the details of what it found out during its investigation.Complaint handling

However, it did accept that it had provided her with wrong information about its link to HSBC. For that, and for some other customer service issues, it paid her £105.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN6600819.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.