Service quality information

The Financial Conduct Authority requires us to publish the following information about our personal current accounts:

How and when you can contact us to ask about the following things

How and when you can contact us to ask about the following things
  24 hour help? Telephone Internet banking Mobile banking
contact details 0345 900 0900
Monday to Sunday, 24 hours
Not possible Not Possible
checking the balance and transactions Yes Yes Not possible Not possible
sending money within the UK, including setting up a standing order Yes Yes Not possible Not possible
sending money outside the UK Yes Yes Not possible Not possible
paying in a cheque Yes Yes Not possible Not possible
cancelling a cheque Yes Yes Not possible Not possible
cash withdrawal in a foreign currency outside the UK Yes Yes Not possible Not possible
a lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds Yes Yes Not possible Not possible
a direct debit, or allowing someone to collect one or more payments from your account using your debit card number Yes Yes Not possible Not possible
third party access to an account, for example under a power of attorney Yes Yes Not possible Not possible
problems using internet banking or mobile banking Yes Yes
0800 363 459
Monday to Sunday, 24 hours
Not possible Not possible
reporting a suspected fraudulent incident or transaction Yes Yes Not possible Not possible
progress following an account suspension or card cancellation, e.g. following a fraud incident No Yes
Monday to Saturday, 8am to 9pm
Sunday, 9am to 9pm
Not possible Not possible
account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available Yes Yes
0800 756 7777
Monday to Sunday, 24 hours
Not possible Not possible

Note: this is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches.

For checking the balance and transactions, and sending money in the UK, including setting up a standing order: this service is available in Internet Banking but it is not possible for us to answer any questions you may have in real-time through Internet Banking (i.e. via Live Chat). You can contact us via the My Messages facility in Internet Banking.

For all other services: it is not possible for us to answer any questions you may have in real-time through Internet Banking (i.e. via Live Chat). You can contact us via the My Messages facility in Internet Banking.

How and when you can use your bank account to do the following things:

How and when you can use your bank account to do the following things:
  Telephone banking Internet banking Mobile banking
checking the balance Monday to Sunday, 24 hours Monday to Sunday, 24 hours Monday to Sunday, 24 hours
accessing a transaction history Monday to Sunday, 24 hours Monday to Sunday, 24 hours Monday to Sunday, 24 hours
setting up a standing order Monday to Sunday, 24 hours Monday to Sunday, 24 hours Not possible
sending money within the UK Monday to Sunday, 24 hours Monday to Sunday, 24 hours Monday to Sunday, 24 hours
sending money outside the UK Monday to Sunday, 8am to 10pm Not possible Not possible
paying in a cheque Not possible Not possible Not possible
cancelling a cheque Monday to Sunday, 24 hours Not possible Not possible

Note: this is a list of common actions. It does not represent the full list of actions you can take in relation to your account, or actions you can take in one of our branches.

Accessing a transaction history via Telephone banking: you have the option to select credits, debits or pending transactions and to hear up to four of the most recent transactions via the automated service.

Sending money within the UK via Mobile banking: you may send payments to existing beneficiaries only.

Information about operational and security incidents

Information about operational and security incidents
We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.
  In the 3 months between 1 July 2018 and 30 September 2018 In the 6 months between 1 April 2018 and 30 September 2018
Total number of incidents reported 2 4
Incidents affecting telephone banking 0 0
Incidents affecting mobile banking 0 1
Incidents affecting internet banking 0 1

Important notes on incidents preventing our customers from using our payment services: in some cases an incident may not have impacted any of the above service categories or in some cases may have impacted more than one category e.g. both telephone banking and internet banking.

Complaints data

Complaints data

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data.

The most recent summary is available at https://bank.marksandspencer.com/explore/complaints/complaints-data/.

The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at http://www.ombudsman-complaints-data.org.uk/.

Opening a current account with us

Opening a current account with us

Go to our M&S Current Account page or M&S Premium Current Account page to find out how you can open an account, and what information and documents you need to give us to open an account.

Find out more about the additional ways we can support our personal current account customers.

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