Verified: 13 March 2026 08:25 pm UK Time
Industry: Retail, Food & Financial Services
Jurisdiction: United Kingdom
Primary Regulators: Competition and Markets Authority (CMA) & Financial Conduct Authority (FCA)
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. M&S staff will never ask for your account PIN, your Sparks Card password, or ask you to move money to a “safe account” over the phone.
Level 1: Customer Support (Initial Complaint)
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How to complain: You can raise a complaint via their online contact forms, Live Chat, or by calling their dedicated routing numbers based on your issue:
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Retail, Clothing, Food & Sparks: 0333 014 8000
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M&S Bank (Credit Cards & Loans): 0345 900 0900
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Source Verification Note: M&S Help & Contact Portal
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Availability: General retail phone lines are open Monday to Friday from 8:00 AM to 8:00 PM, and weekends from 8:00 AM to 5:00 PM (UK Time). M&S Bank support lines have varying hours, with lost/stolen card reporting available 24/7.
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Timeline: M&S aims to resolve initial retail complaints within 24 to 48 hours.
Level 2: Formal Corporate Escalation (Notice of Dispute)
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Who to contact: If standard customer service cannot resolve the issue, you must formally escalate it in writing. Send a letter detailing your receipt/order number, a timeline of the issue, and your desired resolution. You must explicitly request a “Deadlock Letter” if they refuse your proposed resolution.
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Retail Complaints Address: Customer Service Department, Marks and Spencer plc, Waterside House, 35 North Wharf Road, London, W2 1NW
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M&S Bank Complaints Address: M&S Bank Customer Services, PO Box 10565, 51 Saffron Road, Wigston, LE18 9FT
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Timeline: Under UK consumer law guidelines, M&S has a maximum of 8 weeks to issue a final resolution or a Deadlock Letter.
Level 3: Regulatory Authority (Ombudsman & Financial Routes)
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Authority: Varies strictly by the product you purchased.
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The Reality: Your escalation path depends entirely on the division you are dealing with:
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M&S Retail (Clothing, Home, Food): There is no statutory retail ombudsman. If M&S refuses to refund you for faulty goods or an online order gone wrong, you must contact your bank and claim a breach of contract under Section 75 of the Consumer Credit Act (for credit cards) or request a Chargeback (for debit cards).
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M&S Bank: Escalate to the Financial Ombudsman Service (FOS) for a legally binding ruling. (Website: financial-ombudsman.org.uk)
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Timeline (CRITICAL): For Bank disputes, you can only refer your complaint to the FOS after you receive a Deadlock Letter, OR if 8 weeks have passed since your initial formal complaint. You do not need to wait 8 weeks to file a Chargeback for a retail dispute if M&S has already refused your refund.
Level 4: Legal Action (Final Step)
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Pre-Litigation: Before commencing legal proceedings, UK legal protocols require you to send a formal “Letter Before Action” (LBA). You must address it to the correct corporate legal entity.
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Legal Address (Retail): Legal Department, Marks and Spencer plc, Waterside House, 35 North Wharf Road, London, W2 1NW
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Legal Address (M&S Bank): Legal Department, Marks & Spencer Financial Services plc, Kings Meadow, Chester, CH99 9FB
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Court: If the LBA fails and your bank/ombudsman cannot resolve it, you can file a lawsuit. For financial claims up to £10,000 in England and Wales, you can use the Money Claim Online (MCOL) portal to enter the Small Claims Track.
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Source Verification: Make a court claim for money (GOV.UK)
Community Action: Is M&S still refusing to refund your missing online furniture delivery or ignoring an M&S Bank credit card dispute? Reply below (do not share your passwords, full receipt numbers, or PINs), and our community will point you to the right Section 75, FOS, or Small Claims Court templates!