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, 8am to 8pm*
Yes Not Possible
checking the balance and accessing a transaction history No Yes Yes Not possible
sending money within the UK, including setting up a standing order No Yes Yes Not possible
sending money outside the UK No Yes Yes Not possible
paying in a cheque No Yes Yes Not possible
cancelling a cheque No Yes Yes Not possible
cash withdrawal in a foreign currency outside the UK No Yes Yes 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 No Yes Yes Not possible
a direct debit, or allowing someone to collect one or more payments from your account using your debit card number No Yes Yes Not possible
third party access to an account, for example under a power of attorney No Yes Yes Not possible
problems using internet banking or mobile banking No 0800 363 459
Monday to Sunday, 8am to 8pm*
Yes Not possible
reporting a suspected fraudulent incident or transaction No Yes Yes Not possible
progress following an account suspension or card cancellation, e.g. following a fraud incident No Monday to Sunday, 8am to 8pm* Yes 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 No 0800 756 7777
Monday to Sunday, 8am to 8pm*
Not possible Not possible

* Please note 6pm-7pm is dedicated for NHS staff

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 and it is also possible for us to answer any questions relating specifically about your account in real-time through our Internet Banking ‘Live Chat’ service.

You can also contact us via the ‘My Messages’ facility in Internet Banking at any time.

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 0345 900 0900
Monday to Sunday, 8am to 8pm*
Monday to Sunday, 24 hours Monday to Sunday, 24 hours
accessing a transaction history 0345 900 0900
Monday to Sunday, 8am to 8pm*
Monday to Sunday, 24 hours Monday to Sunday, 24 hours
sending money within the UK 0345 900 0900
Monday to Sunday, 8am to 8pm*
Monday to Sunday, 24 hours Monday to Sunday, 24 hours
setting up a standing order 0345 900 0900
Monday to Sunday, 8am to 8pm*
Monday to Sunday, 24 hours Not possible
sending money outside the UK 0345 900 0900
Monday to Sunday, 8am to 8pm*
Not possible Not possible
paying in a cheque Not possible Not possible Not possible
cancelling a cheque 0345 900 0900
Monday to Sunday, 8am to 8pm*
Not possible Not possible

* Please note 6pm-7pm is dedicated for NHS staff

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 2020 and 30 September 2020 In the 12 months between 1 October 2019 and 30 September 2020
Total number of incidents reported 0 0
Incidents affecting telephone banking 0 0
Incidents affecting mobile banking 0 0
Incidents affecting internet banking 0 0

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 on our Complaints data page.

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.

How quickly do we open personal current accounts?

We give customers an account number and enable them to start paying into the account:

  • the same day, for 15% of customers;
  • on average, in 4 days; and
  • within 30 days for 99% of customers.

These figures are based on the time taken from our receiving all the information and documents we ask for on our Keeping you safe page, in a case where we don’t need any further information or documents to open the account.

How quickly do we give customers a debit card?

Once an account is open, we give customers a debit card:

  • the same day, for 0 % of customers;
  • on average, in 6 days; and
  • within 28 days for 99% of customers.

How quickly do customers get internet banking?

Once an account is open, customers have internet banking:

  • the same day, for 0 % of customers;
  • on average, in 9 days; and
  • within 9 days for 99% of customers.

How quickly is an overdraft available?

Once an account is open, the overdraft is available:

  • the same day, for 100% of customers;
  • on average, in 0 days; and
  • within 0 days for 99% of customers.

Replacing a debit card

Replacing a debit card

How quickly do we replace debit cards which have been lost, stolen or stopped?

We replace debit cards:

  • the same day, for 0 % of customers;
  • on average, in 3 days; and
  • within 6 days for 99% of customers.

How do our overdrafts compare?

What is the interest rate being charged on our products?

Product Annual Interest Rate payable for arranged overdrafts on 30 September 2020 Annual Interest Rate payable for unarranged overdrafts on 30 September 2020 Refused payment fee on 30 September 2020
Current Account Annual Interest Rate: 34.05% 0.00% £0
Additional Current Account Annual Interest Rate: 34.05% 0.00% £0

Annual Rate - This is the basic interest rate that’s used to calculate interest per day on any chargeable overdraft borrowing. It doesn’t take into account any compounding or fees.

How do our overdrafts compare?

A good way to compare the cost of our overdraft with other overdrafts or other ways of borrowing is to look at the APR. The APR shows the cost of borrowing over a year.

Information about overdraft pricing in the 3 months between 1 July 2020 and 30 September 2020

Product Advertised APR* during the period

* All APR's assume an arranged overdraft of £1,200
Current Account 30.50%
Additional Current Account 39.90%

* APR (Annual Percentage Rate) is the rate at which someone who is borrowing money is charged, calculated over a period of twelve months. It takes into account not just the interest, but also any other charges that may have to be paid and any interest free amount.

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

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