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  • M&S Head Office: Address, Phone Number, Customer Service and Complaints

M&S Head Office: Address, Phone Number, Customer Service and Complaints 

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Marks & Spencer’s head office and registered office are located at Waterside House, 35 North Wharf Road, London, W2 1NW. The published head-office telephone number is 020 7935 4422. Customers needing help with an online order, delivery, return or refund should normally call 0333 014 8000. For store service, Foodhall products and store feedback, call 0333 014 8555.

Marks & Spencer, commonly known as M&S, is a major UK retailer selling clothing, beauty products, homeware, furniture, food, flowers, wine and gifts. Its head office, retail Customer Service teams, individual stores, Ocado, M&S Bank, product suppliers and delivery partners have different responsibilities. This page explains which contact route to use and how to escalate an unresolved M&S complaint.

M&S Head Office Contact Information

M&S does not advertise Waterside House as a general walk-in Customer Service centre. Customers should not visit the head office to return products, collect an order, request a food refund, obtain a gift-card replacement, discuss an M&S Bank account or apply for a store job unless the company has provided specific instructions.

Where Is M&S Head Office?

The registered office and principal support centre for Marks and Spencer Group plc is:

Marks and Spencer Group plc
Waterside House
35 North Wharf Road
London
W2 1NW
United Kingdom

Waterside House supports executive management, finance, buying, merchandising, food operations, Fashion, Home and Beauty, technology, legal affairs, investor relations, marketing, supply-chain management, sustainability, human resources and other company-wide functions.

The head office is separate from M&S retail stores, Foodhalls, Outlet stores, distribution centres and third-party locations operating M&S concessions or products.

What Is the M&S Head-Office Phone Number?

The official Marks & Spencer head-office telephone number is 020 7935 4422.

This number is most appropriate for legitimate corporate, administrative, investor, legal, media and business inquiries. It should not be treated as the first contact for ordinary shopping complaints.

Use the following numbers for customer matters:

M&S Customer Service Hours

For online orders, deliveries, returns and refunds, M&S Customer Service is generally available:

  • Monday–Sunday: 8:00 a.m.–8:00 p.m.

For store service, Foodhall products and store feedback, the published schedule is:

  • Monday–Friday: 8:00 a.m.–8:00 p.m.
  • Saturday–Sunday: 8:00 a.m.–5:00 p.m.

These are Customer Service hours. They are not confirmed public visitor hours for the London head office. Bank holidays and exceptional events can affect availability.

Choose the Correct M&S Contact Route

  • Online clothing or home order: Call 0333 014 8000.
  • Missing or delayed delivery: Check the order status and contact Online Customer Service.
  • Online return or refund: Use Orders & Returns in the M&S account or call the online-order number.
  • Purchase made in an M&S store: Contact the store or call 0333 014 8555.
  • Store employee or service complaint: Ask for the store manager before escalating to Customer Service.
  • Foodhall product complaint: Preserve the product and packaging and call 0333 014 8555.
  • M&S food purchased through Ocado: Contact Ocado, which holds the order and payment records.
  • Sparks account or reward: Review the Sparks section in the M&S app or contact Customer Service.
  • Gift-card balance: Check online or call 0333 014 8777.
  • M&S Bank credit card, loan or savings account: Contact M&S Bank directly.
  • Furniture order: Select Furniture Query on the M&S contact page.
  • Flowers or plants: Select Flowers & Plants on the contact page.
  • Product safety or recall: Review the official Product Recalls page.
  • Job application: Use the M&S Careers website.
  • Shareholding: Contact Equiniti or M&S Investor Relations.
  • Corporate inquiry: Call Waterside House at 020 7935 4422.

What to Have Before Contacting M&S

  • The order number
  • The email address used for the order
  • The Sparks account email or telephone number
  • The store location
  • The date and approximate time of the purchase
  • The receipt or digital order summary
  • The product name, size, colour and product code
  • The amount charged
  • The delivery carrier and tracking number
  • The return receipt or tracking number
  • The gift-card purchase receipt
  • The food product use-by date and batch code
  • Photographs of damaged products or packaging
  • Previous Customer Service reference information
  • A clear explanation of the requested resolution

Do not publish complete order numbers, payment-card details, gift-card numbers, Sparks login information, bank-account data, home addresses or unredacted receipts in a public review.

How to Escalate an M&S Complaint

Start with the department that handled the transaction. Contact Online Customer Service for an internet order, the store manager for a retail-store concern, Ocado for an Ocado food order and M&S Bank for a financial product.

Explain:

  1. What product, order or service is involved
  2. When and where the issue occurred
  3. What was expected
  4. What actually happened
  5. Who has already been contacted
  6. What response was received
  7. What resolution is requested

Ask for a reference number. Keep receipts, screenshots, photographs, delivery tracking, return confirmations and earlier correspondence.

If the first adviser cannot resolve the matter, request review by a Customer Service supervisor or the specialist department responsible for the product.

M&S also provides a CEO escalation option through its “Still need help?” page after customers have attempted to resolve the matter through the ordinary support channels.

Formal corporate correspondence can be addressed to:

Marks and Spencer Group plc
Waterside House
35 North Wharf Road
London
W2 1NW

Sending a letter to Waterside House does not extend a return deadline, payment dispute, bank complaint, product-recall instruction or statutory claim period.

M&S Online Order Complaints

Online-order complaints may involve:

  • An incorrect item
  • A wrong size or colour
  • A missing product
  • A cancelled product
  • A delayed parcel
  • A damaged item
  • An unsuccessful promotional code
  • An unexpected payment authorisation
  • A Click & Collect problem

Review the confirmation email immediately. Check the products, quantities, delivery address, collection store, delivery method, promotional discount and total charged.

Contact M&S promptly when information is incorrect. Changes and cancellations may not be possible once warehouse processing has begun.

Where Is My M&S Order?

Customers can review an order through their M&S account or the guest tracking tools.

Before contacting Customer Service:

  1. Check the dispatch email.
  2. Review the carrier tracking.
  3. Check for delivery-date updates.
  4. Check entrances, safe places and neighbours.
  5. Check a reception desk or parcel locker.
  6. Confirm the address on the order.

Contact Online Customer Service when tracking does not update, a parcel is substantially late or a delivered package cannot be located.

Damaged, Missing or Incorrect Orders

Keep the item, shipping packaging and order documentation until M&S provides instructions.

Photograph:

  • The exterior parcel
  • The internal packaging
  • The damaged product
  • The product label and code
  • The incorrect item received
  • The order summary

Contact Online Customer Service and state whether the requested resolution is a refund, replacement or another correction.

M&S Return Policy

M&S currently provides a standard goodwill return period of 28 days for most eligible online and in-store purchases.

Most online sale items must be identified for return within 14 days, unless different terms are displayed. The customer then generally has a further 14 days to send the products back using the selected return method.

Eligible products should normally be:

  • Unused
  • Unworn
  • In a resalable condition
  • Accompanied by valid proof of purchase
  • Returned with any required hygiene seals intact

The goodwill policy does not affect statutory rights concerning faulty, misdescribed or unsatisfactory products.

How to Return an Online M&S Order

Customers can begin through Orders & Returns in their M&S account.

The available methods can include:

  • Return to a main Clothing & Home store
  • Evri drop-off
  • Royal Mail drop-off
  • Home collection

Returning directly to a main Clothing & Home store is usually the fastest way to have the return processed.

Keep the return barcode, postal receipt or carrier tracking until the refund has been completed.

M&S Return Exclusions

Return exclusions and special conditions can apply to:

  • Earrings for pierced ears
  • Opened bedding
  • Face coverings
  • Bra accessories
  • Products with broken hygiene seals
  • Personalised products
  • Food and perishable products
  • Flowers and plants
  • Furniture
  • Gift cards
  • Products sold through selected third-party partners

Review the current product and return terms before sending an excluded or unusually large product.

M&S Refund Timing

Returns processed at a main Clothing & Home store are generally processed the same day. The bank or card provider may then require approximately three to five working days to display the refund.

Returns through a Foodhall, Outlet, Royal Mail, Evri or home collection can take up to seven days to process after receipt, followed by approximately three to five working days for the payment provider to post the credit.

Refunds are normally issued to the original payment method.

Gift-card refunds can be placed back on the original card or issued through a replacement card, depending on the transaction. Keep the original gift card until the refund is complete.

Returns Without a Smartphone or Printer

Customers without access to a smartphone or printer can take the eligible merchandise and order number to a main M&S Clothing & Home store.

The order number can be found in:

  • The order-confirmation email
  • The collection email
  • The M&S account
  • The digital order summary

M&S Store Complaints

Store complaints may involve:

  • Employee conduct
  • Checkout pricing
  • Returns or refunds
  • Promotional signs
  • Changing rooms
  • Store cleanliness
  • Accessibility
  • Click & Collect
  • Café service
  • Foodhall service
  • Management response

Ask for the store manager while the event can still be investigated. Provide the store, date, approximate time, receipt and requested resolution.

If the manager cannot resolve the concern, call 0333 014 8555 or use the Store Service & Feedback form.

M&S Food Complaints

Stop consuming food that appears unsafe, contaminated or spoiled.

Preserve:

  • The product
  • The packaging
  • The receipt
  • The use-by or best-before date
  • The batch or production code
  • Photographs

Contact the store and M&S Food Customer Service at 0333 014 8555.

Seek medical advice for serious or persistent symptoms. Call emergency services for an immediate medical emergency.

M&S Product Recalls

M&S publishes current recall and safety notices through its Help Centre.

When a notice applies:

  1. Stop using or consuming the product.
  2. Check the name, size, batch and date code.
  3. Follow the return or disposal instructions.
  4. Keep the product away from children or animals when appropriate.
  5. Do not sell or donate the recalled product.

Use the current official recall page rather than an old article or social-media post.

M&S Food Ordered Through Ocado

M&S food ordered through Ocado is processed through Ocado’s separate ordering and payment systems.

M&S retail Customer Service generally cannot access an Ocado order or issue an Ocado refund.

For an Ocado order:

  • Sign in to the Ocado account.
  • Open the affected order.
  • Use the refund-request option for eligible products.
  • Contact Ocado Customer Service at 0345 656 1234 for other concerns.

Sparks rewards and M&S gift cards are not ordinarily used on Ocado’s website.

M&S Sparks

Sparks is M&S’s free customer rewards programme.

The transformed Sparks programme launched in 2026 and provides personalised opportunities to earn money into a digital Sparks wallet.

Benefits can include:

  • Personalised earning offers
  • Money placed into the Sparks digital wallet
  • A birthday treat
  • Café drink stamps, with a free hot drink after the qualifying number of purchases
  • Access to selected events and offers
  • Charity donations when a member shops and scans Sparks
  • Selected parent-and-baby benefits

Offers, eligibility and expiry dates vary. Review each benefit in the M&S app before shopping.

Where Can Sparks Be Used?

Sparks can generally be used:

  • In participating UK and Republic of Ireland M&S stores
  • On MarksandSpencer.com
  • Through the M&S app

Sparks is not ordinarily available at BP or Applegreen petrol-station locations, on Ocado.com or at M&S stores outside the UK and Republic of Ireland.

Missing Sparks Rewards

Before contacting M&S:

  1. Confirm that the correct Sparks account was used.
  2. Check the wallet and offers in the app.
  3. Review the offer’s dates and qualifying products.
  4. Keep the receipt or order number.
  5. Check whether the reward has a processing period.
  6. Check whether a return reversed the benefit.

Contact Customer Service with the account email, purchase date, store or order number and the offer involved.

M&S Gift Cards

M&S sells physical gift cards and e-gift cards for use in participating UK stores and online.

Current terms state that UK gift cards and e-gift cards are valid for 48 months from the most recent qualifying transaction. A transaction can include:

  • The initial load
  • Adding funds
  • Spending funds
  • A balance inquiry

Remaining funds are cancelled when the card expires.

Checking an M&S Gift-Card Balance

Customers can check a balance:

  • Through the online Gift Card Balance Checker
  • At an M&S till
  • By calling 0333 014 8777

A balance inquiry can reset the 48-month validity period under the current terms.

Lost, Stolen or Damaged M&S Gift Cards

M&S states that gift cards should be treated like cash and that it does not accept liability for cards that are lost, stolen or damaged.

Customers can save an eligible gift card to an M&S account to help protect access to its balance.

Never publish the card number or PIN. Keep the purchase receipt separately.

Where M&S Gift Cards Cannot Be Used

Restrictions include:

  • Ocado.com
  • M&S Bank balances or financial products
  • Purchasing another gift card
  • Clearpay instalments
  • M&S Energy
  • Selected personalised or made-to-order services

Review the complete gift-card terms before purchasing for a specific service.

M&S Bank Contact Information

M&S Bank is operated separately from ordinary retail Customer Service and is part of HSBC UK Bank plc.

For an M&S Bank credit card, savings account, Club Rewards account or general complaint, call:

0345 900 0900

Lines are generally open Monday–Sunday from 8:00 a.m.–8:00 p.m.

From outside the UK, call +44 1244 879080.

Account holders can also use secure chat through the M&S Bank app or Online Banking.

M&S Bank Complaints

Bank complaints can be submitted by telephone, secure chat or mail:

M&S Bank
PO Box 325
Wymondham
NR18 8GW

If M&S Bank does not resolve an eligible complaint, the customer may be able to refer it to the Financial Ombudsman Service after receiving the bank’s final response or after the applicable response period has passed.

Do not send bank-account information to M&S retail Customer Service or include it in a public review.

M&S Furniture Complaints

Furniture complaints may involve:

  • Delivery scheduling
  • Access problems
  • Missing parts
  • Damage
  • Assembly
  • Quality concerns
  • Cancellation
  • Refunds

Select Furniture Query through the official M&S contact page. Keep the order number, delivery records, photographs and measurements.

Furniture can have different cancellation and return rules from ordinary clothing and homeware.

M&S Flowers and Plants

For a damaged, late or unsatisfactory flower or plant order, preserve photographs of:

  • The product on arrival
  • The packaging
  • The delivery label
  • Any damaged stems, pot or container

Use the Flowers & Plants contact option promptly because these products are perishable.

M&S Privacy Requests

The M&S Customer Privacy Notice explains how the company uses information connected with:

  • Online accounts
  • Orders and returns
  • Sparks
  • Gift cards
  • Marketing
  • Store transactions
  • Customer Service contacts
  • Website and app activity

Use the contact options in the current Privacy Notice for access, correction, deletion, marketing or complaint requests.

M&S may need to verify the requester’s identity before providing or changing personal information.

UK customers can complain to the Information Commissioner’s Office if a data-protection concern remains unresolved after first raising it with M&S.

M&S Account and Scam Concerns

Customers should use a unique password and keep one-time verification codes private.

Warning signs of an impersonation scam include:

  • A message promising a gift card in exchange for payment details
  • A request for a card PIN or security code
  • A demand to pay an unrelated bill using an M&S gift card
  • A request for remote access to a telephone or computer
  • A website using a misspelled M&S address
  • A job offer requiring payment for equipment or training

Verify unexpected communications through the official website or a trusted telephone number.

M&S Accessibility Assistance

M&S publishes accessibility information covering its website and stores.

For an accessibility complaint, provide:

  • The store, webpage or feature involved
  • The device and operating system
  • The browser
  • The assistive technology used
  • The problem encountered
  • The alternative method of service requested

Store accessibility concerns should first be raised with the store manager, followed by Store Customer Service if unresolved.

M&S Careers and Human Resources

M&S advertises store, distribution, technology, buying, merchandising, finance, food, marketing and support-centre jobs through its official Careers website.

The retail Customer Service and head-office telephone numbers should not be described as universal Human Resources numbers.

Applicants should use the online careers portal and contact details associated with the vacancy. Current employees should use authorised internal HR, payroll, benefits, leave or management channels.

Do not publish National Insurance numbers, payroll information, employee identification, medical information or private workplace records in public comments.

M&S Ownership and Corporate Structure

Marks and Spencer Group plc is a publicly traded company listed on the London Stock Exchange under the symbol MKS.

The group includes the M&S retail business and investments or partnerships connected with activities such as Ocado Retail.

M&S Bank-branded financial services are provided through HSBC UK Bank plc and associated insurance partners. Customers should therefore use the product-specific bank or insurance contact rather than retail Customer Service.

Who Is the CEO of M&S?

Stuart Machin is Chief Executive Officer of Marks & Spencer.

He became CEO in May 2022 after previously serving as Joint Chief Operating Officer and Managing Director of M&S Food.

Archie Norman is Chairman of Marks and Spencer Group plc.

Alison Dolan is Chief Financial Officer.

Executive titles can change. Corporate or investor correspondence should verify current leadership through the official M&S corporate website.

M&S Reviews and Complaints

Customer experiences can vary by store, product category, delivery partner, payment method and complaint type.

Frequently discussed topics may include:

  • Online-order delays
  • Cancelled products
  • Missing or damaged parcels
  • Return eligibility
  • Refund timing
  • Store employee interactions
  • Food quality
  • Furniture delivery
  • Sparks rewards
  • Gift-card balances
  • Ocado order responsibility
  • Customer Service response

Positive reviews may discuss helpful store colleagues, product quality, convenient returns, successful food complaint resolution, Sparks rewards or responsive Customer Service.

M&S Competitors and Related Corporate Office Pages

M&S competes with supermarkets, department stores, fashion retailers, homeware companies and online grocery services.

Related CorporateOfficeHeadquarters.com pages include:

Related M&S Resources

Frequently Asked Questions About M&S Head Office

Where is M&S head office?

M&S is headquartered at Waterside House, 35 North Wharf Road, London, W2 1NW.

What is the M&S head-office phone number?

The official head-office number is 020 7935 4422.

What is M&S Customer Service’s number?

Call 0333 014 8000 for online orders, deliveries, returns and refunds. Call 0333 014 8555 for store and Foodhall concerns.

What are M&S Customer Service hours?

Online-order support is generally available daily from 8:00 a.m.–8:00 p.m. Store and Food support is generally available Monday–Friday from 8:00 a.m.–8:00 p.m. and weekends from 8:00 a.m.–5:00 p.m.

Can I visit M&S head office?

Waterside House is not advertised as a walk-in Customer Service or returns centre. Contact the company before attempting to visit.

How do I complain about an M&S store?

Speak with the store manager first. If unresolved, call 0333 014 8555 or use the Store Service & Feedback form.

How do I complain about an online order?

Call 0333 014 8000 or use the online contact page with the order number and requested resolution.

How long do I have to return something to M&S?

The current standard goodwill return period is generally 28 days. Most online sale items must be identified for return within 14 days. Exclusions apply.

Are M&S online returns free?

M&S currently offers free return options for eligible UK online orders, including stores, Evri and Royal Mail.

How long does an M&S refund take?

After processing, most refunds take approximately three to five working days to appear. Postal and collection returns can require additional processing time.

What is the M&S Sparks phone number?

Call Online Customer Service at 0333 014 8000 for Sparks support.

How does the new Sparks programme work?

Members receive personalised earning offers that can place money into a digital Sparks wallet, along with benefits such as birthday treats, café stamps and charity donations.

Can Sparks be used on Ocado?

No. Sparks is not ordinarily available on Ocado.com.

How do I check an M&S gift-card balance?

Use the online balance checker, ask at a store till or call 0333 014 8777.

Do M&S gift cards expire?

UK gift cards and e-gift cards are currently valid for 48 months after the most recent qualifying transaction, including a balance inquiry.

Can an M&S gift card be used on Ocado?

No. M&S gift cards cannot ordinarily be used on Ocado.com.

Who handles an M&S food order placed through Ocado?

Ocado handles its own orders, payments and refunds. Contact Ocado at 0345 656 1234.

What is the M&S Bank phone number?

For many M&S Bank products and complaints, call 0345 900 0900.

Who owns M&S Bank?

M&S Bank-branded financial services are operated through HSBC UK Bank plc.

Who owns Marks & Spencer?

Marks and Spencer Group plc is publicly traded and owned by its shareholders.

Is M&S publicly traded?

Yes. Marks and Spencer Group plc is listed on the London Stock Exchange under the symbol MKS.

Who is the CEO of M&S?

Stuart Machin is Chief Executive Officer.

Who is the Chairman of M&S?

Archie Norman is Chairman of Marks and Spencer Group plc.

How do I apply for an M&S job?

Search and apply through the official M&S Careers website.

Does M&S have a public Human Resources number?

M&S does not prominently publish one universal direct HR number. Applicants should use the Careers portal and employees should use authorised internal channels.

How do I contact M&S about privacy?

Review the current Customer Privacy Notice and use the privacy contact method provided for the type of request.

Why Trust CorporateOfficeHeadquarters.com?

CorporateOfficeHeadquarters.com helps readers distinguish M&S’s Waterside House head office from Online Customer Service, store support, Foodhall support, Ocado, Sparks, gift-card services, M&S Bank, careers and Investor Relations.

This page uses current official M&S corporate, Customer Service, returns, Sparks, gift-card, bank, privacy and leadership information to identify the contact route most likely to address each concern.

Disclaimer

CorporateOfficeHeadquarters.com is not affiliated with Marks and Spencer Group plc, Marks and Spencer plc, M&S Bank, HSBC UK Bank plc, Ocado Retail, any M&S store, delivery company, supplier, employee or Customer Service representative.

This page is provided for informational purposes and is not legal, financial, banking, food-safety, privacy, employment or consumer-rights advice.

Addresses, telephone numbers, support hours, return periods, Sparks benefits, gift-card terms, banking contacts, executive roles, store locations and complaint procedures may change. Verify important information through the official M&S website and the terms applying to the specific purchase, account or service.

Share Your M&S Experience

Have you contacted M&S head office, Online Customer Service, a store manager, Foodhall support, Sparks, gift-card support, Ocado, M&S Bank, privacy support or Human Resources? Share the general issue, contact route used, approximate date, response time and whether the matter was resolved.

Please do not publish order numbers, payment-card information, gift-card numbers, Sparks login details, bank-account information, medical information, home addresses, private telephone numbers, employee records or unredacted receipts and statements.

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M&S Canterbury Cafe Disappointing Experience

March 21, 2025

M&S, Canterbury ground floor cafe. I am a regular customer of this cafe and I always include a small latte. In the last two months I have complained twice about the latte. They have been cool and the milk has not been properly frothed. Each time the Manager has made me a new one but even that today that was still not quite up to the normal good standard. The manager explained that one of the two necessary machines was unreliable. I am sure that the problem has been raised with the appropriate hierarchy but with no resolution! Such a shame as without reliability I will buy my latte elsewhere.

P P
Corporate Office Headquarters