We want to make saving easy and rewarding for all our customers. If you feel unhappy about any aspect of our service, our complaints procedure is designed to help resolve your complaint quickly and fairly.
Call us on 0800 085 6789, or +44 203 901 3353 if you’re calling from abroad.
Our UK based Customer Care Team will be on hand to take your call from 8am to 8pm, Monday to Friday (excluding bank holidays).
Alternatively, you can write to us at:
Marcus UK
PO Box 74787
London
EC4P 4JG
We’ll do all we can to resolve your complaint as quickly as possible. This means we’ll try to resolve your query the first time you contact us, or if that’s not possible, within three business days. We’ll also send you a confirmation of the resolution once you’re happy.
If the issue is a little more complex, we’ll write to you to acknowledge your complaint and let you know that we are looking into the matter. We’ll keep you informed throughout the process, and may call you to ask for further information. This is to help us find a solution for you as fast as possible.
Once we’ve fully reviewed your concerns, we’ll write to you with our final response. If your complaint is about a payment service, we aim to resolve it within 15 business days, or 35 business days at most if there are exceptional circumstances beyond our control.
If your complaint is about something else, we'll aim to resolve it within eight weeks.
These are the deadlines set by the Financial Conduct Authority (FCA), and are the maximum timelines. We’ll try to resolve things as quickly as we can.
If you’re not satisfied that we’ve dealt with your complaint in full, you can refer it to the Financial Ombudsman Service (FOS) within six months of receiving our resolution. They offer a free, independent and impartial service to help resolve complaints between customers and financial services providers.
There are three ways you can get in touch with the Financial Ombudsman Service.
There are two numbers you can call:
0800 023 4567
Calls to this number are free on mobile phones and landlines
0300 123 9123
Calls to this number cost no more than calls to 01 or 02 numbers.
You can find details of their services, and file a complaint through their online form at: financial-ombudsman.org.uk
Exchange Tower
Harbour Exchange Square
London
E14 9SR
The Financial Ombudsman Service will independently consider both sides of the case and decide whether we need to take any additional action to resolve your complaint.