Deaf, hard of hearing and speech support
Discover different ways of contacting us and managing your finances
Video relay
SignVideo is a remote interpreting company where you can call us through one of SignVideo's British Sign Language (BSL) interpreters.
You can use the service to contact us 8am-6pm Monday to Friday (excluding bank and public holidays) and it is free to use on your computer, smartphone or tablet.
Your video call is relayed there and then using secure technology. Calls will be recorded between your interpreter and M&S Bank for our mutual security, training and monitoring purposes.
Text relay
We accept calls from Relay UK. This is a useful service if you have hearing or speech difficulties allowing you to talk to others over the phone using text.
How do I use text relay?
Relay UK provides the option of downloading and using their app or using a textphone (Minicom / Uniphone).
Using the app
Open the Relay UK app and use the prefix 18001 with any of our standard contact numbers (e.g. 18001 0345 900 0900 for general banking enquiries). A Relay Assistant will join the conversation and support by typing our M&S Bank representatives conversation for you to read in the app. You can reply by typing or speaking as normal.
How do I use textphone?
Use the prefix 18001 with any of our standard contact numbers (e.g. 18001 0345 900 0900 for general banking enquiries). A Relay Assistant will join the call and support by using a textphone to talk to you, while speaking to one of our M&S Bank representatives.
What do I need, to use a text relay?
To use the Relay UK app, you’ll need to download and set up their app on your Apple or Android device or on your Windows 10 computer.
For the textphone service, you’ll need a Minicom or Uniphone.
Help and support with text relay
Find more information on how to use relay services by visiting Relay UK.
M&S Banking App and Internet Banking
Did you know that digital banking can work in a way that suits you? Especially when you make the most of what your computer, mobile or tablet has to offer through its accessibility settings.
Here’s some of the things you can do online with us that you might find useful:
- Make a payment – take control of your finances at a time that suits you by paying your M&S Credit Card in our mobile banking app or through Internet Banking
- Change your personal details – keep your contact details up to date via our mobile banking app or Internet Banking
- General support – keep up to date with what’s new in our banking app as well as the different support on offer around your finances
I want to learn more about:
Chat with us
Our chat service is here to help you all day, every day, so you can contact us at a time and in a way that suits you via our mobile banking app or Internet Banking. 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.
Your support needs
Tell us how we can support you with your banking in a way that works for you.
Learn more about support needs
Additional support
SignVideo
Offering support and guidance around phone conversations using British Sign Language (BSL) video interpreting.
Relay UK
Offering support and guidance around phone conversations through text relay.
RNID
Offering free confidential and impartial information and support if you are deaf, have hearing loss or tinnitus.
NHS
Offering guidance around communication difficulties and where to go for further support.
Banking definitions
Not sure what we mean when we use certain banking terms? Use our banking definitions guide to help make sense of your banking.
Learn more about banking definitions
Not found what you’re looking for?
We’re always happy to help. We have a number of accessible ways to contact us.
Find out more about accessible ways to contact us