Accessible ways to contact us
Have a question? We’re always happy to help.
Which product or service would you like to contact us about? Menu option currently is:
Online
You can inform us of a bereavement onlineLink opens in a new window
Please note: We may take a little longer than usual to answer your call at this time. If you need to speak with us and your query is not urgent you may wish to call back later. Alternatively, you can log in to Internet Banking or our app where you can check your balance, view statements and transactions and make online payments. We apologise for any inconvenience.
Give us a call
Speak to one of our customer support team
Please call 03456005860 or +44 (0)1244 879080 from outside the UK
Accessible ways to contact us
British Sign Language video relay service Monday to Friday: 8am-6pm
Text Relay
We accept calls from Text Relay. This is a useful service if you are deaf, hard of hearing or speech impaired.
Text Relay is a national telephone relay service which facilitates calls between text phone users and someone using a standard telephone.
If you wish to contact us using the Text Relay service please use the prefix 18001 with any of our standard contact numbers (eg 18001 0345 900 0900 for general banking enquiries). A Text Relay operator will join the call and assist by using a text phone to talk to you, while speaking to our representative.
You can find out more information about Text Relay services.
Calls are recorded for our mutual security, training and monitoring purposes.
Contact us by post
You can send your documents to us at:
M&S Bank
PO Box 10565
51 Saffron Road
Wigston
LE18 9FT
Car Insurance
Online
Service your Car Insurance policy online.
Please be aware, you need to call us to cancel your policy or make a claim
Please note: We may take a little longer than usual to answer your call at this time. If you need to speak with us and your query is not urgent you may wish to call back later. Alternatively, you can log in to Internet Banking or our app where you can check your balance, view statements and transactions and make online payments. We apologise for any inconvenience.
Give us a call
Sales/get a quote
Please call 0330 018 0929 Lines are open Monday to Friday: 8am-8pm Saturday: 8am-6pm Sunday: 10am-4pm
Customer Services
Please call 0344 871 2349 Lines are open Monday to Friday: 8am-8pm Saturday: 8am-6pm Sunday: 10am-4pm
Complaints
Please call 0344 858 6877 Lines are open Monday to Friday: 8am-8pm Saturday: 8am-6pm Sunday: 10am-4pm
Make a claim
Please call 0344 412 2160 Lines are open 24 hours a day, 365 days a year
Calls are recorded for our mutual security, training and monitoring purposes.
Contact us by post
Customer Services/Complaints
Fusion House,
Bretton Way,
Peterborough,
PE3 8BG
Making a complaint
Chat with us online
If you're already registered for Digital Banking, then a quick and easy way to get in touch with us for any account specific queries is to use our 'Chat with us' service. This can be found within our Mobile Banking App or within Internet Banking and is available 24 hours a day, 7 days a week.
For those more straightforward banking queries, MOBI, our virtual assistant, will try to help you first. If MOBI can't answer your query, MOBI will seamlessly transfer your chat to an agent, who'll get back to you with an answer as soon as they can.
You can 'Chat with us' via...
Mobile banking app*
You can 'Chat with us' on the M&S Banking App. Here's how:
- Sign in to the M&S Banking App
- Select 'Support'
- Then select 'Chat with us'
Internet Banking
You can 'Chat with us' within Internet Banking. Here's how:
- Sign into Internet Banking
- Click the 'Chat' icon from selected pages when signed in
What else do I need to know...
Why use the 'Chat with us' service?
Our Chat service is here to help you all day, every day, so you can contact us at a time that suits you. MOBI, our chat bot, will try to help you first, and if you need further assistance, MOBI will seamlessly transfer you to an agent who'll reply as soon as they're available. This means you're able to get on with your day and we'll send you a notification* when we have responded to your query, for you to read at a time convenient for you.
* M&S Banking App
How do I start a chat?
Once you've accessed the 'Chat with us' via either the M&S Banking app or Internet Banking, you can then go ahead and start your chat. When asking your question, keep it to a few words and straight to the point.
Here are a couple of examples:
- I would like to activate my card
- How can I check my PIN?
- How do I make a payment?
- When will I receive my Loyalty reward vouchers?
If MOBI is unsure what the question is, MOBI will ask some simple questions to help get you the right answer or transfer you to chat to an agent.
What can I do via 'Chat with us'?
With over 80 help topics, MOBI can help you with most of your day to day banking queries. If you need further help, MOBI will transfer you to agent who'll be able to support you further.
We can help via 'Chat' the same way we can over the phone with most* queries, whether that's looking for help disputing or recognising a transaction, requesting a settlement figure on your loan, information on your statements and balances or amending your Direct Debit amount, among many others, and we're here 24/7 when you need us.
*Some service limitations apply
*Make sure you're using the latest version of our app to ensure that all of our support features are available to you.
Need help getting back on Mobile or Internet Banking?
Existing customers can use our handy Mobile and Internet Banking access tool.
Please note: We may take a little longer than usual to answer your call at this time. If you need to speak with us and your query is not urgent you may wish to call back later. Alternatively, you can log in to Internet Banking or our app where you can check your balance, view statements and transactions and make online payments. We apologise for any inconvenience.
Give us a call
Speak to one of our customer support team
Make a complaint
Please call 0345 900 0900 Lines are open 8am-8pm
Accessible ways to contact us
British Sign Language video relay service Monday to Friday: 8am-6pm
Text Relay
We accept calls from Text Relay. This is a useful service if you are deaf, hard of hearing or speech impaired.
Text Relay is a national telephone relay service which facilitates calls between text phone users and someone using a standard telephone.
If you wish to contact us using the Text Relay service please use the prefix 18001 with any of our standard contact numbers (eg 18001 0345 900 0900 for general banking enquiries). A Text Relay operator will join the call and assist by using a text phone to talk to you, while speaking to our representative.
You can find out more information about Text Relay services.
Calls are recorded for our mutual security, training and monitoring purposes.
Contact us by post
M&S Bank
PO Box 10565
51 Saffron Road
Wigston
LE18 9FT
Please include your name, address, postcode and your preferred contact number.
Chat with us online
If you're already registered for Digital Banking, then a quick and easy way to get in touch with us for any account specific queries is to use our 'Chat with us' service. This can be found within our Mobile Banking App or within Internet Banking and is available 24 hours a day, 7 days a week.
For those more straightforward banking queries, MOBI, our virtual assistant, will try to help you first. If MOBI can't answer your query, MOBI will seamlessly transfer your chat to an agent, who'll get back to you with an answer as soon as they can.
You can 'Chat with us' via...
Mobile banking app*
You can 'Chat with us' on the M&S Banking App. Here's how:
- Sign in to the M&S Banking App
- Select 'Support'
- Then select 'Chat with us'
Internet Banking
You can 'Chat with us' within Internet Banking. Here's how:
- Sign into Internet Banking
- Click the 'Chat' icon from selected pages when signed in
What else do I need to know...
Why use the 'Chat with us' service?
Our Chat service is here to help you all day, every day, so you can contact us at a time that suits you. MOBI, our chat bot, will try to help you first, and if you need further assistance, MOBI will seamlessly transfer you to an agent who'll reply as soon as they're available. This means you're able to get on with your day and we'll send you a notification* when we have responded to your query, for you to read at a time convenient for you.
* M&S Banking App
How do I start a chat?
Once you've accessed the 'Chat with us' via either the M&S Banking app or Internet Banking, you can then go ahead and start your chat. When asking your question, keep it to a few words and straight to the point.
Here are a couple of examples:
- I would like to activate my card
- How can I check my PIN?
- How do I make a payment?
- When will I receive my Loyalty reward vouchers?
If MOBI is unsure what the question is, MOBI will ask some simple questions to help get you the right answer or transfer you to chat to an agent.
What can I do via 'Chat with us'?
With over 80 help topics, MOBI can help you with most of your day to day banking queries. If you need further help, MOBI will transfer you to agent who'll be able to support you further.
We can help via 'Chat' the same way we can over the phone with most* queries, whether that's looking for help disputing or recognising a transaction, requesting a settlement figure on your loan, information on your statements and balances or amending your Direct Debit amount, among many others, and we're here 24/7 when you need us.
*Some service limitations apply
*Make sure you're using the latest version of our app to ensure that all of our support features are available to you.
Need help getting back on Mobile or Internet Banking?
Existing customers can use our handy Mobile and Internet Banking access tool.
Please note: We may take a little longer than usual to answer your call at this time. If you need to speak with us and your query is not urgent you may wish to call back later. Alternatively, you can log in to Internet Banking or our app where you can check your balance, view statements and transactions and make online payments. We apologise for any inconvenience.
Give us a call
Speak to one of our customer support team. If you call us, you may be asked to verify your identity via a one-time passcode to your mobile phone. This will allow us to answer your query quicker.
Customer Services/Complaints
Please call 0345 600 5860 Lines are open 8am-8pm
Internet Banking help
Please call 0800 363 459 Lines are open 8am-8pm
Applications only
Please call 0800 997 996 Lines are open Monday to Saturday: 8am-8pm Sunday: 10am-6pm
Lost/Stolen cards
Please call 0800 085 2411 or +44 (0)1244 879080 from abroad
Card Security team
Please only call this department if you have received a letter or voice message from the
Card Security team.
Please call 0345 602 1568
Lines
are
open Monday to Sunday: 8am-8pm
Accessible ways to contact us
British Sign Language video relay service Monday to Friday: 8am-6pm
Text Relay
We accept calls from Text Relay. This is a useful service if you are deaf, hard of hearing or speech impaired.
Text Relay is a national telephone relay service which facilitates calls between text phone users and someone using a standard telephone.
If you wish to contact us using the Text Relay service please use the prefix 18001 with any of our standard contact numbers (eg 18001 0345 900 0900 for general banking enquiries). A Text Relay operator will join the call and assist by using a text phone to talk to you, while speaking to our representative.
You can find out more information about Text Relay services.
British Sign Language Interpretation from home
How do I use it?
The first time you use the SignVideo service you will need to download a Live Plug in. This makes sure that you have good video quality and that your calls are secure. Please follow the instructions once you are connected to the Web Access page. You'll only need to do this the first time you use the service.
When you click on the 'Use SignVideo' button it will open a new window where you will be connected to the interpreter via video. To make sure we can get you through to the right person at M&S Bank as quickly as possible please make sure you have all your details ready.
What do I need?
You will need a device with a webcam that meets the following requirements:
iOS devices (8 or upwards), many Android devices
(4.4
upwards), PC
(i3 or above) or Mac with a webcam.-
IE9-11 or Firefox for Windows, Safari for
Mac.
-
Bandwidth of at least 256 kbp/s upload and
download
(384kbp/s
recommended).
Help and support
For troubleshooting and technical guidance on SignVideo's service, please contact SignVideo at help@signvideo.co.uk or call 0203 388 0771.
Your video call is relayed in real time using secure technology, however we may record the voice conversation between your interpreter and M&S Bank for quality and monitoring purposes.
Calls are recorded for our mutual security, training and monitoring purposes.
Contact us by post
M&S Bank
PO Box 10565
51 Saffron Road
Wigston
LE18 9FT
Digital banking
Take control of your finances with a range of ways to bank online
We have now closed all our M&S current accounts
Chat with us online
If you're already registered for Digital Banking, then a quick and easy way to get in touch with us for any account specific queries is to use our 'Chat with us' service. This can be found within our Mobile Banking App or within Internet Banking and is available 24 hours a day, 7 days a week.
For those more straightforward banking queries, MOBI, our virtual assistant, will try to help you first. If MOBI can't answer your query, MOBI will seamlessly transfer your chat to an agent, who'll get back to you with an answer as soon as they can.
You can 'Chat with us' via...
Mobile banking app*
You can 'Chat with us' on the M&S Banking App. Here's how:
- Sign in to the M&S Banking App
- Select 'Support'
- Then select 'Chat with us'
Internet Banking
You can 'Chat with us' within Internet Banking. Here's how:
- Sign into Internet Banking
- Click the 'Chat' icon from selected pages when signed in
What else do I need to know...
Why use the 'Chat with us' service?
Our Chat service is here to help you all day, every day, so you can contact us at a time that suits you. MOBI, our chat bot, will try to help you first, and if you need further assistance, MOBI will seamlessly transfer you to an agent who'll reply as soon as they're available. This means you're able to get on with your day and we'll send you a notification* when we have responded to your query, for you to read at a time convenient for you.
* M&S Banking App
How do I start a chat?
Once you've accessed the 'Chat with us' via either the M&S Banking app or Internet Banking, you can then go ahead and start your chat. When asking your question, keep it to a few words and straight to the point.
Here are a couple of examples:
- I would like to activate my card
- How can I check my PIN?
- How do I make a payment?
- When will I receive my Loyalty reward vouchers?
If MOBI is unsure what the question is, MOBI will ask some simple questions to help get you the right answer or transfer you to chat to an agent.
What can I do via 'Chat with us'?
With over 80 help topics, MOBI can help you with most of your day to day banking queries. If you need further help, MOBI will transfer you to agent who'll be able to support you further.
We can help via 'Chat' the same way we can over the phone with most* queries, whether that's looking for help disputing or recognising a transaction, requesting a settlement figure on your loan, information on your statements and balances or amending your Direct Debit amount, among many others, and we're here 24/7 when you need us.
*Some service limitations apply
*Make sure you're using the latest version of our app to ensure that all of our support features are available to you
Need help getting back on Mobile or Internet Banking?
Existing customers can use our handy Mobile and Internet Banking access tool.
Please note: We may take a little longer than usual to answer your call at this time. If you need to speak with us and your query is not urgent you may wish to call back later. Alternatively, you can log in to Internet Banking or our app where you can check your balance, view statements and transactions and make online payments. We apologise for any inconvenience.
Give us a call
Calling from the UK
Please call 0345 600 5860 Lines are open 8am-8pm
Calling from overseas
Please call +44(0)1244 879080 Lines are open 8am-8pm
Accessible ways to contact us
British Sign Language video relay service Monday to Friday: 8am-6pm
Text Relay
We accept calls from Text Relay. This is a useful service if you are deaf, hard of hearing or speech impaired.
Text Relay is a national telephone relay service which facilitates calls between text phone users and someone using a standard telephone.
If you wish to contact us using the Text Relay service please use the prefix 18001 with any of our standard contact numbers (eg 18001 0345 900 0900 for general banking enquiries). A Text Relay operator will join the call and assist by using a text phone to talk to you, while speaking to our representative.
You can find out more information about Text Relay services.
Calls are recorded for our mutual security, training and monitoring purposes.
Contact us by post
M&S Bank
PO Box 10565
51 Saffron Road
Wigston
LE18 9FT
Home Insurance
Please note: We may take a little longer than usual to answer your call at this time. If you need to speak with us and your query is not urgent you may wish to call back later. Alternatively, you can log in to Internet Banking or our app where you can check your balance, view statements and transactions and make online payments. We apologise for any inconvenience.
Give us a call
Claims
Please call 0800 051 2556 Lines are open 24 hours
Home emergency claims
Please call 0800 051 2556 Lines are open 24 hours
Quotes and Queries
Please call 0800 015 7760 Lines are open 8am-8pm Monday to Friday, 8am–6pm Saturday, 10am-2pm Sunday. Calls are recorded
Calls are recorded for our mutual security, training and monitoring purposes.
Contact us by post
Customer Services
M&S Home Insurance
Aviva
Pitheavlis
Perth
PH2
0NH
OR
Home Emergency Claims team
HomeServe Membership Limited
Cable
Drive
Walsall
WS2 7BN
Please note: We may take a little longer than usual to answer your call at this time. If you need to speak with us and your query is not urgent you may wish to call back later. Alternatively, you can log in to Internet Banking or our app where you can check your balance, view statements and transactions and make online payments. We apologise for any inconvenience.
Give us a call
Query or Claim - M&S Life Insurance policy purchased after December 2019
Please call 0333 207 4240 Lines are open Monday to Friday 9am-5.30pm (excluding public holidays)
Query or Claim - M&S Life Insurance policy purchased before December 2019
Please call 0345 745 6125 Lines are open Monday to Friday 8am-6pm
Accessible ways to contact us
British Sign Language video relay service Monday to Friday: 8am-6pm
Calls are recorded for our mutual security, training and monitoring purposes.
Contact us by post
After Dec 2019
M&S Life Insurance Claims department,
C/O HSBC
Life UK Limited,
PO Box 1053,
St Albans,
AL1 9QG
OR
Before Dec 2019
Claims department,
HSBC (Life) UK Limited,
Customer Service Centre,
BX8 7HB
Claims department,
HSBC (Life) UK Limited,
Customer Service Centre,
BX8 7HB
Please note: We may take a little longer than usual to answer your call at this time. If you need to speak with us and your query is not urgent you may wish to call back later. Alternatively, you can log in to Internet Banking or our app where you can check your balance, view statements and transactions and make online payments. We apologise for any inconvenience.
Give us a call
Applications
Please call 0800 363 400 Lines are open Monday to Friday: 8am-8pm Saturday: 8am-7pm Sunday: 10am-6pm
Accessible ways to contact us
British Sign Language video relay service Monday to Friday: 8am-6pm
Text Relay
We accept calls from Text Relay. This is a useful service if you are deaf, hard of hearing or speech impaired.
Text Relay is a national telephone relay service which facilitates calls between text phone users and someone using a standard telephone.
If you wish to contact us using the Text Relay service please use the prefix 18001 with any of our standard contact numbers (eg 18001 0345 900 0900 for general banking enquiries). A Text Relay operator will join the call and assist by using a text phone to talk to you, while speaking to our representative.
You can find out more information about Text Relay services.
Calls are recorded for our mutual security, training and monitoring purposes.
Contact us by post
M&S Bank
PO Box 10565
51 Saffron Road
Wigston
LE18 9FT
Chat with us online
If you're already registered for Digital Banking, then a quick and easy way to get in touch with us for any account specific queries is to use our 'Chat with us' service. This can be found within our Mobile Banking App or within Internet Banking and is available 24 hours a day, 7 days a week.
For those more straightforward banking queries, MOBI, our virtual assistant, will try to help you first. If MOBI can't answer your query, MOBI will seamlessly transfer your chat to an agent, who'll get back to you with an answer as soon as they can.
You can 'Chat with us' via...
Mobile banking app*
You can 'Chat with us' on the M&S Banking App. Here's how:
- Sign in to the M&S Banking App
- Select 'Support'
- Then select 'Chat with us'
Internet Banking
You can 'Chat with us' within Internet Banking. Here's how:
- Sign into Internet Banking
- Click the 'Chat' icon from selected pages when signed in
What else do I need to know...
Why use the 'Chat with us' service?
Our Chat service is here to help you all day, every day, so you can contact us at a time that suits you. MOBI, our chat bot, will try to help you first, and if you need further assistance, MOBI will seamlessly transfer you to an agent who'll reply as soon as they're available. This means you're able to get on with your day and we'll send you a notification* when we have responded to your query, for you to read at a time convenient for you.
* M&S Banking App
How do I start a chat?
Once you've accessed the 'Chat with us' via either the M&S Banking app or Internet Banking, you can then go ahead and start your chat. When asking your question, keep it to a few words and straight to the point.
Here are a couple of examples:
- I would like to activate my card
- How can I check my PIN?
- How do I make a payment?
- When will I receive my Loyalty reward vouchers?
If MOBI is unsure what the question is, MOBI will ask some simple questions to help get you the right answer or transfer you to chat to an agent.
What can I do via 'Chat with us'?
With over 80 help topics, MOBI can help you with most of your day to day banking queries. If you need further help, MOBI will transfer you to agent who'll be able to support you further.
We can help via 'Chat' the same way we can over the phone with most* queries, whether that's looking for help disputing or recognising a transaction, requesting a settlement figure on your loan, information on your statements and balances or amending your Direct Debit amount, among many others, and we're here 24/7 when you need us.
*Some service limitations apply
*Make sure you're using the latest version of our app to ensure that all of our support features are available to you.
Pet Insurance
Online
- Make a claim for a new condition on the online servicing page
- Track an ongoing claim
Get in touch
Speak to a member of the M&S Pet Insurance team
Customer Services and Complaints
Please call 0800 980 8740 or email mandspet@uk.rsagroup.com
Phone lines are open Monday to Friday 8am to 6pm and Saturday 9am to 5pm. Calls are recorded for security, training and monitoring purposes.
Get in touch
M&S Pet Insurance,
Customer Relations team,
PO BOX 255,
Wymondham,
NR18
8DP
Payment Protection Insurance (PPI)
Please note: We may take a little longer than usual to answer your call at this time. If you need to speak with us and your query is not urgent you may wish to call back later. Alternatively, you can log in to Internet Banking or our app where you can check your balance, view statements and transactions and make online payments. We apologise for any inconvenience.
Give us a call
Speak to one of our customer support team
Get a quote
Please call 0800 051 3263. Lines are open 8am - 8pm Monday to Friday, 9am - 6pm Saturday, and 10am - 2pm Sunday. Calls are recorded.
Customer Services
Please call 0800 051 6670 Lines are open 8am-6pm Monday to Friday: 8am-4pm Saturday
Complaints
Please call 0800 056 3394 Lines are open 8am-6pm Monday to Friday: 8am-4pm Saturday
Emergency Medical Assistance
Please call 0800 051 6561 or +44 160 360 4906 from abroad.
Calls are recorded for our mutual security, training and monitoring purposes.
Contact us by post
Customer Services/Claims/Complaints
M&S Travel Insurance
Customer Care Team
Customer Service Centre
PO Box 7463
Perth
PH2 0YX
Please note: We may take a little longer than usual to answer your call at this time. If you need to speak with us and your query is not urgent you may wish to call back later. Alternatively, you can log in to Internet Banking or our app where you can check your balance, view statements and transactions and make online payments. We apologise for any inconvenience.
Give us a call
Speak to one of our customer support team
Travel money
Please call 0800 363 484 Lines are open 8am - 8pm
Accessible ways to contact us
British Sign Language video relay service Monday to Friday: 8am-6pm
Text Relay
We accept calls from Text Relay. This is a useful service if you are deaf, hard of hearing or speech impaired.
Text Relay is a national telephone relay service which facilitates calls between text phone users and someone using a standard telephone.
If you wish to contact us using the Text Relay service please use the prefix 18001 with any of our standard contact numbers (eg 18001 0345 900 0900 for general banking enquiries). A Text Relay operator will join the call and assist by using a text phone to talk to you, while speaking to our representative.
You can find out more information about Text Relay services.
Calls are recorded for our mutual security, training and monitoring purposes.
Contact us by post
M&S Bank
PO Box 10581
51 Saffron Road
Wigston
LE18 4US
Please note: We may take a little longer than usual to answer your call at this time. If you need to speak with us and your query is not urgent you may wish to call back later. Alternatively, you can log in to Internet Banking or our app where you can check your balance, view statements and transactions and make online payments. We apologise for any inconvenience.
Give us a call
Speak to one of our customer support team
Everyday Savings Account
- Account opening: Please call 0808 001 3131 Lines are open 8am-8pm
- Existing customers: Please call 0345 600 5860 Lines are open 8am-8pm
Cash ISA
- Account opening: Please call 0808 002 2222
- Existing customers: Please call 0800 028 2824
Lines are open 8am-6pm Monday to Friday, 9am-5pm Saturday (closed Sundays and public holidays). Calls are recorded.
Fixed Rate Savings
- All enquiries: Please call 0808 001 1111
Lines are open 8am-6pm Monday to Friday, 9am-5pm Saturday (closed Sundays and public holidays). Calls are recorded.
Investments
- All enquiries: Please call 0808 005 5555
Lines are open 8am-6pm Monday to Friday (closed weekends and public holidays). Calls are recorded.
Fax
Accessible ways to contact us
British Sign Language video relay service Monday to Friday: 8am-6pm
Text Relay
We accept calls from Text Relay. This is a useful service if you are deaf, hard of hearing or speech impaired.
Text Relay is a national telephone relay service which facilitates calls between text phone users and someone using a standard telephone.
If you wish to contact us using the Text Relay service please use the prefix 18001 with any of our standard contact numbers (eg 18001 0345 900 0900 for general banking enquiries). A Text Relay operator will join the call and assist by using a text phone to talk to you, while speaking to our representative.
You can find out more information about Text Relay services.
Calls are recorded for our mutual security, training and monitoring purposes.
Contact us by post
M&S Bank
PO Box 10581
51 Saffron Road
Wigston
LE18 4US
Chat with us online
If you're already registered for Digital Banking, then a quick and easy way to get in touch with us for any account specific queries is to use our 'Chat with us' service. This can be found within our Mobile Banking App or within Internet Banking and is available 24 hours a day, 7 days a week.
For those more straightforward banking queries, MOBI, our virtual assistant, will try to help you first. If MOBI can't answer your query, MOBI will seamlessly transfer your chat to an agent, who'll get back to you with an answer as soon as they can.
You can 'Chat with us' via...
Mobile banking app*
You can 'Chat with us' on the M&S Banking App. Here's how:
- Sign in to the M&S Banking App
- Select 'Support'
- Then select 'Chat with us'
Internet Banking
You can 'Chat with us' within Internet Banking. Here's how:
- Sign into Internet Banking
- Click the 'Chat' icon from selected pages when signed in
What else do I need to know...
Why use the 'Chat with us' service?
Our Chat service is here to help you all day, every day, so you can contact us at a time that suits you. MOBI, our chat bot, will try to help you first, and if you need further assistance, MOBI will seamlessly transfer you to an agent who'll reply as soon as they're available. This means you're able to get on with your day and we'll send you a notification* when we have responded to your query, for you to read at a time convenient for you.
* M&S Banking App
How do I start a chat?
Once you've accessed the 'Chat with us' via either the M&S Banking app or Internet Banking, you can then go ahead and start your chat. When asking your question, keep it to a few words and straight to the point.
Here are a couple of examples:
- I would like to activate my card
- How can I check my PIN?
- How do I make a payment?
- When will I receive my Loyalty reward vouchers?
If MOBI is unsure what the question is, MOBI will ask some simple questions to help get you the right answer or transfer you to chat to an agent.
What can I do via 'Chat with us'?
With over 80 help topics, MOBI can help you with most of your day to day banking queries. If you need further help, MOBI will transfer you to agent who'll be able to support you further.
We can help via 'Chat' the same way we can over the phone with most* queries, whether that's looking for help disputing or recognising a transaction, requesting a settlement figure on your loan, information on your statements and balances or amending your Direct Debit amount, among many others, and we're here 24/7 when you need us.
*Some service limitations apply
*Make sure you're using the latest version of our app to ensure that all of our support features are available to you.
Need help getting back on Mobile or Internet Banking?
Existing customers can use our handy Mobile and Internet Banking access tool.
Chat with us online
If you're already registered for Digital Banking, then a quick and easy way to get in touch with us for any account specific queries is to use our 'Chat with us' service. This can be found within our Mobile Banking App or within Internet Banking and is available 24 hours a day, 7 days a week.
For those more straightforward banking queries, MOBI, our virtual assistant, will try to help you first. If MOBI can't answer your query, MOBI will seamlessly transfer your chat to an agent, who'll get back to you with an answer as soon as they can.
You can 'Chat with us' via...
Mobile banking app*
You can 'Chat with us' on the M&S Banking App. Here's how:
- Sign in to the M&S Banking App
- Select 'Support'
- Then select 'Chat with us'
Internet Banking
You can 'Chat with us' within Internet Banking. Here's how:
- Sign into Internet Banking
- Click the 'Chat' icon from selected pages when signed in
What else do I need to know...
Why use the 'Chat with us' service?
Our Chat service is here to help you all day, every day, so you can contact us at a time that suits you. MOBI, our chat bot, will try to help you first, and if you need further assistance, MOBI will seamlessly transfer you to an agent who'll reply as soon as they're available. This means you're able to get on with your day and we'll send you a notification* when we have responded to your query, for you to read at a time convenient for you.
* M&S Banking App
How do I start a chat?
Once you've accessed the 'Chat with us' via either the M&S Banking app or Internet Banking, you can then go ahead and start your chat. When asking your question, keep it to a few words and straight to the point.
Here are a couple of examples:
- I would like to activate my card
- How can I check my PIN?
- How do I make a payment?
- When will I receive my Loyalty reward vouchers?
If MOBI is unsure what the question is, MOBI will ask some simple questions to help get you the right answer or transfer you to chat to an agent.
What can I do via 'Chat with us'?
With over 80 help topics, MOBI can help you with most of your day to day banking queries. If you need further help, MOBI will transfer you to agent who'll be able to support you further.
We can help via 'Chat' the same way we can over the phone with most* queries, whether that's looking for help disputing or recognising a transaction, requesting a settlement figure on your loan, information on your statements and balances or amending your Direct Debit amount, among many others, and we're here 24/7 when you need us.
*Some service limitations apply
*Make sure you're using the latest version of our app to ensure that all of our support features are available to you.
Need help getting back on Mobile or Internet Banking?
Existing customers can use our handy Mobile and Internet Banking access tool.
Please note: We may take a little longer than usual to answer your call at this time. If you need to speak with us and your query is not urgent you may wish to call back later. Alternatively, you can log in to Internet Banking or our app where you can check your balance, view statements and transactions and make online payments. We apologise for any inconvenience.
Give us a call
Speak to one of our customer support team
Customer Services and Complaints
Please call 0345 600 5860 Lines are open 8am-8pm
Existing M&S Club Rewards with Insurance customers
- General enquires/Confirmation of cover: 0345 600 5860 Lines are open 8am-8pm
- Travel Insurance policy enquiries: 0800 051 2616 Monday to Friday: 8am-9pm Saturday: 9am-6pm Sunday: 10am-2pm
- Medical assistance: 0800 051 3483 or +44 (0)160 360 3371 from abroad Lines are open 24 hours a day, 365 days a year
- Travel assistance: 0800 051 2627 or +44 (0)160 360 3724 from abroad Lines are open 24 hours a day
- Legal expenses claims: 0800 051 2675 or +44 (0)160 360 5633 from abroad Lines are open 24 hours a day
Accessible ways to contact us
British Sign Language video relay service Monday to Friday: 8am-6pm
Text Relay
We accept calls from Text Relay. This is a useful service if you are deaf, hard of hearing or speech impaired.
Text Relay is a national telephone relay service which facilitates calls between text phone users and someone using a standard telephone.
If you wish to contact us using the Text Relay service please use the prefix 18001 with any of our standard contact numbers (eg 18001 0345 900 0900 for general banking enquiries). A Text Relay operator will join the call and assist by using a text phone to talk to you, while speaking to our representative.
You can find out more information about Text Relay services.
Calls are recorded for our mutual security, training and monitoring purposes.
Contact us by post
M&S Bank
PO Box 10581
51 Saffron Road
Wigston
LE18 4US