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Mike Matthews

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Review of the M&S Bank - Marks and Spencer, Travel Money:

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Travel Money dispute

I bought Vietnamese dong, Thai Bhat & US Dollars for a holiday which was cancelled because of Mr. Trump’s adventures in Iran. I redeemed the currency with M&S Bank, and was delighted when they said because the cancellation was not my fault, and as long as I provided evidence, they would redeem my currency at the rate at which it was purchased. So far so good. I exchanged the money at the redemption rate and customer services redeemed the balance - I did this for the Bhat & the Dong, but held onto the dollars because at short notice we managed to book a short trip where dollars were the currency. I advised M&S Bank by email that rather than redeem all the dollars and then purchase new ones, it made sense for me to hold onto them for another week and then redeem what I didn’t use as per the agreement/contract I thought I had with them. Imagine my shock and anger when they said that the redemption for the dollars no longer applied because I’d used some of them on this other holiday. I petitioned their CEO - no reply - and the CEO of the main M&S who referred me back to customer services who flatly refused to honour the original agreement, saying me using 170 of the 800 dollars invalidated the original agreement. Under no circumstances was this explained to me , even after I’d emailed them to say this is what I’d be doing. What they did went against the spirit of our agreement. I am pursuing this through other avenues. I won’t use/trust M&S Bank money again. Hays Travel are more ethical & customer friendly. And I - a customer at Fosse Park - won’t spend a penny in their store till I get justice. Reviewed on: 5th May 2026

Review of the M&S Bank - Marks and Spencer, Travel Money:

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From 5 stars to zero - justified.

After giving five stars for allowing us to return our Vietnamese and Cambodian money at the prevailing rates, when I try to do this with dollars I purchased for the same holiday, they refused because I had used some of it on another holiday to try and save them an administrative burden. Their intransigence and lack of customer care means that they have lost not only an M&S bank customer, but I will not be shopping there in future. Reviewed on: 1st May 2026

Review of the M&S Bank - Marks and Spencer, Travel Money:

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Returning unused currency

We bought currency for a holiday in Thailand, Cambodia & Vietnam which didn’t occur because of Trump’s War. We expected to get a poor rate for returning money but M&S were great. They recommended we contact their team & explain our situation. They paid us back what we had paid out so we lost nothing. Great customer service Reviewed on: 7th March 2026

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