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What is Card Safe?

M&S Bank Card Safe is an optional insurance product that provides assistance and cover for your debit and credit cards, store cards, membership cards and some of your belongings in the event of them being lost or stolen.

Although this product is no longer on sale to new customers, existing customers may still hold an active policy.

Card Safe is not a Payment Protection Insurance (PPI) policy. Card Safe is provided by Card Protection Plan Ltd (CPP) and offers a service to ensure you can cancel multiple missing cards and order replacements promptly with one telephone call.

Additionally, it currently offers assistance with the following:

  • Emergency cash advances if you have no access to money to keep you going until you get home
  • Unlimited cash advance to replace travel tickets if lost with your card
  • If you are abroad: help with arranging emergency replacement passports or driving licences
  • Assistance in arranging for a locksmith to get you back into your home or car and cover to help towards the cost of replacement locks and keys

Who are CPP and what has happened?

Card Protection Plan Limited (CPP) administers the Card Safe policy on behalf of M&S Bank.

In 2011, the Financial Conduct Authority (FCA) undertook a review of CPP's sales practices of card protection and identity theft insurance products that were offered on or after 14 January 2005.

Following this investigation, the FCA determined that some policies may have been mis-sold, and as a result, a customer redress programme was set up to compensate those customers that could have been impacted by this issue.

The last date for submitting all claims for compensation, for premiums paid after the 14th January 2005, was the 28th February 2015, therefore any new claims that are received after this date will be unsuccessful.

However, the CPP Scheme will continue to handle queries relating to compensation claims which are currently in progress.

What now?

For further information regarding the Scheme of Arrangement and frequently asked questions about the Scheme, please visit the dedicated website: www.cppredressscheme.co.uk or call CPP on 0800 085 0227 or, if you are calling from outside the UK, +44 1904 541239, lines are open Monday to Friday, 9:00am to 5:00pm.

If you have any other concerns regarding a CPP policy purchased from M&S Bank or your complaint relates to a policy where premiums were paid before 14 January 2005, you can raise a complaint in writing to:

CPP M&S Bank
Kings Meadow
Chester
CH99 9FB

Alternatively, you may contact us on 0345 600 5787. Lines are open 9am-6pm Monday to Friday.

Please provide full details of your concerns including any details of claims made on the policy and any use of the ‘one call’ service to notify card companies of your cards being lost/stolen.

If we have insufficient information we may send you a questionnaire. Although it is not compulsory for you to complete and return the questionnaire, by doing so it will help us with our investigation.

We expect to resolve all complaints raised within eight weeks and will be in touch before then to update you on our investigation. If you have not received a reply from us within eight weeks of raising your complaint, you have the right to refer your case to the Financial Ombudsman Service.

Claims management companies

If you feel you need to make a complaint, we would like to stress that there is no need to use a claims management company. While you are of course free to do so, the claims management companies (CMC) usually take a fee or percentage of any compensation you are paid.

If you contact us directly we will assess your complaint in exactly the same way that we assess complaints sent in by a CMC and you won't have to pay them a fee or any percentage if you do receive compensation.

For independent guidance on how CMCs work visit Which?.

Need to speak to us?

Give our friendly team a call on:
0345 600 5787

Lines are open from 9am to 6pm Monday to Friday. Calls may be monitored or recorded.

Are my savings safe?

Your M&S Bank savings are covered by the Financial Services Compensation Scheme, up to the current limit.

Answers to your savings questions

Debt worries?

If you have an M&S Credit Card or M&S Loan and you're concerned about your financial situation, please call us on 0345 900 0900.

Victim of card fraud?

If you spot suspicious activity on your card account, call us immediately on
0345 900 0900.

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