How to Complain About Marks & Spencer
Everything you need to make an effective complaint against Marks & Spencer, including contact details, your rights, deadlines, and escalation paths.
Also known as: M&S, Marks and Spencer
Contact Details
customer.services@marksandspencer.com
0333 014 8555
Your Rights
Consumer Rights Act 2015
Goods must be of satisfactory quality, fit for purpose, and as described. You have 30 days for a short-term right to reject faulty goods.
Step-by-Step Complaint Guide
Gather your evidence
Collect all correspondence, receipts, contracts, and any other documents related to your issue with Marks & Spencer. Take screenshots of online chats and note down phone call dates and times.
Write a formal complaint
Send a clear, factual complaint to Marks & Spencer. Include your account/reference number, a timeline of events, what went wrong, and what you want them to do about it. Email: customer.services@marksandspencer.com
Set a deadline
Give Marks & Spencer 14 days to respond to your initial complaint. If they don't respond, send a follow-up referencing your original complaint and requesting a response within 7 days.
Escalate if needed
If Marks & Spencer hasn't resolved your complaint within 8 weeks, consider escalating to the relevant ombudsman or regulatory body for your sector.
Consider further action
If ombudsman resolution isn't satisfactory, you may have the option of taking your case to the Small Claims Court for disputes up to £10,000.
Key Deadlines
| Initial response | 14 days (reasonable expectation) |
| Final response | 8 weeks (regulatory deadline for most sectors) |
| Ombudsman referral | After 8 weeks or final response |
| Limitation period | 6 years (contract) / 3 years (personal injury) |
Need Help With Your Complaint?
Frank can help you draft a professional complaint letter, track deadlines, and guide you through the escalation process.