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Diana D

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Review of the M&S Bank - Marks and Spencer, Credit card:

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FCA warning for being in Arrears, when in Credit

I have an M&S credit card mainly used for shopping at M&S on line. A monthly direct debit is in place, which is the responsibility of M&S bank to claim. However, wishing to avoid paying interest, I have been paying most of the balance off each month. In the meantime, should I return a purchase, the money is credited back to the card placing me in credit and the bank not claiming the minimum payment. However, today I received my statement with a credit balance. I also received a letter from the bank entitled ‘Arrears Notice’ for not receiving the minimum payment due on the last two months, despite the fact that my statement was showing a credit balance. Accompanying this letter was an FCA Sheet regarding this ‘arrears notice’. Firstly, I have never been ‘in arrears’, secondly it is the banks responsibility to claim the minimum payment which they didn’t because I was in CREDIT! The FCA notice was to advise me that ‘it is time to take action’ and ‘Missed payments could affect your credit rating and make it more difficult to get credit in future’. I phoned M&S Bank to complain, but being transferred to somewhere in Asia (maybe Phillipines?) only compounded my frustration. My intention now is to request the monies owe to ME back and cancel that credit card once I am satisfied that a 0 balance is agreed. How come I am viewed as in the wrong and a recipient of a Financial Conduct Authority warning! Reviewed on: 8th August 2026

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