Financial and domestic abuse – how we can support you

If you’re concerned that someone else may have your card details, we can easily send you a new card and PIN in the post. Once sent you will not be able to use your existing card and will need to wait for your new one to arrive.

You can also change an existing PIN at any high street bank ATM with the VISA symbol. If you've forgotten your PIN, you can view this in the app or we can send you a reminder through the post, just call us on 0345 900 0900.

To ensure your accounts are secure, you may feel you need to change your passwords for telephone, online or mobile banking. You can do this by following these steps:

• Telephone banking: You can call us on 0345 900 0900 to update your telephone security number
• Internet & Mobile banking: To change any of your online usernames or passwords, visit our forgotten details page

It’s important to remember that you should never share your PIN or passwords with anyone.

We understand that, at times, it might be difficult for you to receive post at your home address. If this is the case, there are a few things we can do to help:

• You can opt for online statements by signing into your online banking and amending your statement delivery preferences.
• You can also change your address so that your post goes to a trusted friend or family’s home instead. You’ll need to sign into your online banking and amend your details to do this, or you can simply give us a call on 0345 900 0900.

It’s important that we hold your residential address so please update us when you can start to receive post to your home address once more.

You can arrange for a trusted third-party to look after your accounts for you if you’re struggling to manage them yourself – this can be a temporary measure. Read more about what a third party account holder can do.

If you have an M&S Bank credit card, you should check if you’re the primary or secondary cardholder - this is because the primary cardholder is responsible for the repayment of all money spent across both cards. If for any reason you’re in dispute with the secondary cardholder, we’d recommend that you remove the second card as soon as possible. To add or remove a secondary cardholder please contact us on 0345 900 0900.

Any lending that is in your name will need to be repaid. If you’re having difficulties, or would like to discuss this further, please contact us on 0345 300 1312 to talk about what we can do to help. You’ll find more information on our financial management pages.

If you think you’ve been a victim of fraud, or you think that someone has taken out credit in your name, please let us know as soon as possible. If you have an M&S Bank card you can call us on 0345 900 0900. You should also notify any other credit card providers straight away. You can find more information on our Security and Fraud advice pages.

You can get copies of your credit file from the following credit reference agencies:

• Experian
• TransUnion
• Equifax

You may want to think about getting a notice of dissociation from the credit reference agencies as this will help to separate you from any joint financial arrangements. You can also register with Cifas, a fraud prevention organisation who will be able to alert you if any credit applications are made in your name.

If you’re struggling to manage your accounts, there are different ways in which we can help:

• Third party access

Our assisting others pages provide details on third party access options which can be applied.

• Emergency contact

If you’re an M&S Bank customer, you can also provide us with an Emergency Contact. For more information, visit our unexpected change page

Google Chrome

1. On the top right hand side, select 'More' (the 3 dots under the close window button), then 'History' and 'History' again
2. Once the new window has opened, select the items you wish to remove by ticking the boxes on the left hand side
3. Click 'Delete' in the top right hand corner, once the remove selected items box pops up select 'Remove'

Internet Explorer

1. On the top right hand side, select 'More' (the 3 dots under the close window button), then 'History'
2. Once the new window has opened, click on the three dots in the right hand corner and select 'Clear Browsing History'
3. Choose the time range that you would like to remove and select 'Clear Now'

Safari

1. Go to 'Settings', choose 'Safari'
2. Then, tap 'Clear History and Website Data' 

Firefox

1. Select 'Menu', choose 'Library' then select 'History'
2. Select 'Clear recent history' and select from the dropdown menu next to 'Time range to clear' how much of the history you would like to erase
3. Select 'Ok' to delete your browsing data

Incognito (Private mode)

Whilst this mode is used, the browser will not store the search history, cookies or temporary files 

Exit button

Websites that offer domestic abuse support often have an 'Exit' button, which allows you to quickly exit the website. Familiarise yourself with where it's located on each website.