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

Deaf, hard of hearing or speech impaired customers

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

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

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:

  1. Sign in to the M&S Banking App
  2. Select 'Support'
  3. Then select 'Chat with us'

Internet Banking

You can 'Chat with us' within Internet Banking. Here's how:

  1. Sign into Internet Banking
  2. 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

Deaf, hard of hearing or speech impaired customers

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:

  1. Sign in to the M&S Banking App
  2. Select 'Support'
  3. Then select 'Chat with us'

Internet Banking

You can 'Chat with us' within Internet Banking. Here's how:

  1. Sign into Internet Banking
  2. 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

Deaf, hard of hearing or speech impaired customers

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.

Use SignVideoUse SignVideo Open in new window

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:

  1. Sign in to the M&S Banking App
  2. Select 'Support'
  3. Then select 'Chat with us'

Internet Banking

You can 'Chat with us' within Internet Banking. Here's how:

  1. Sign into Internet Banking
  2. 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

Deaf, hard of hearing or speech impaired customers

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

Online

Make a claim on your Home Insurance policy online

Renew your Home Insurance policy online

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

Deaf, hard of hearing or speech impaired customers

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

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

Deaf, hard of hearing or speech impaired customers

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:

  1. Sign in to the M&S Banking App
  2. Select 'Support'
  3. Then select 'Chat with us'

Internet Banking

You can 'Chat with us' within Internet Banking. Here's how:

  1. Sign into Internet Banking
  2. 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.

Online

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

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

Deaf, hard of hearing or speech impaired customers

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

Lines are open 8am-6pm Monday to Friday, 9am-5pm Saturday (closed Sundays and public holidays). Calls are recorded.

Fixed Rate Savings

Lines are open 8am-6pm Monday to Friday, 9am-5pm Saturday (closed Sundays and public holidays). Calls are recorded.

Investments

Lines are open 8am-6pm Monday to Friday (closed weekends and public holidays). Calls are recorded.

Fax

Deaf, hard of hearing or speech impaired customers

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:

  1. Sign in to the M&S Banking App
  2. Select 'Support'
  3. Then select 'Chat with us'

Internet Banking

You can 'Chat with us' within Internet Banking. Here's how:

  1. Sign into Internet Banking
  2. 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:

  1. Sign in to the M&S Banking App
  2. Select 'Support'
  3. Then select 'Chat with us'

Internet Banking

You can 'Chat with us' within Internet Banking. Here's how:

  1. Sign into Internet Banking
  2. 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

Deaf, hard of hearing or speech impaired customers

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