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Review of the M&S Bank - Marks and Spencer, Current Account:

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Plain awful customer service - 30/35 minutes waiting in telephone queue.... avoid!

If you are planning to switch to M&S Bank to take advantage of their joining incentives - beware! I have had the most awful experience with this company after only a few days of switching over that I am already planning to switch right back to my previous bank. Typically, the wait time to speak to their customer service on the phone is 30 / 35 minutes which is time I can ill afford to lose in my busy day. Often I have hung up after waiting for this length of time as I just couldn't hang on any longer. Aghast at the most recent delays, I went online and left an electronic message to ask for someone to call me back as I had spent enough time on the phone waiting already. That was 2 weeks ago and I haven't received a call-back since. In my many years of using online banking, this service is the worst I've ever experienced. In order to balance things up here, I do accept they have been inundated with new account applications, but this should have been anticipated in advance and staff brought in to deal with the deluge of new business BEFORE the service levels went down the toilet. So if you are seduced by the prospect of the switch-over incentives, and you have lots of free time in your day to hang around for half an hour or longer on the phone just to speak with an agent, then you might be fine with it. I’m not and I’m voting with my feet and intend to switch back to my previous bank where the customer service has always been excellent. This whole exercise has been a complete disaster and a complete waste of my time. Reviewed on: 12th March 2016

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