Tell us how we can support you with your banking in a way that works for you
We understand that everyone needs something a little bit different. At M&S Bank we have some options to make banking work for you. Tell us about your needs and we'll note it on your account and make changes to help you moving forward.
We'll send you statements automatically on a CD. For any other communication you'll receive a standard written copy and a separate CD.
We'll send you statements automatically in Braille Type 1. For any other communications you'll receive a standard written copy and a separate Braille copy. The difference between Braille Type 1 and Type 2 is that Type 2 is known as contracted Braille and is more like short hand.
We'll send you statements automatically in Braille Type 2. For any other communication you'll receive a standard written copy and a separate Braille copy. The difference between Braille Type 1 and Type 2 is that Type 2 is known as contracted Braille and is more like short hand.
We'll send you statements automatically in large print (font 20). For any other communication you'll receive a standard written copy and a separate large print copy.
We'll send you statements automatically in giant print (font 32). For any other communication you'll receive a standard written copy and a separate giant print copy.
When you contact us we'll break down the communication you've received to help you better understand what we're telling or asking you to do.
When you call us we'll make sure that we slow down our pace and speak more clearly.
When you contact us we'll regularly check that you understand the conversation and ask if you need further support. If you call us, we'll make sure that we slow down our pace and speak more clearly.
If you're using Internet Banking, we'll make sure that if your physical M&S PASS needs renewing, we'll send you a larger one. If you're using the Digital M&S PASS, you can use your devices accessibility features to support you e.g screen magnifier.
We'll make sure to contact you by a different method, where possible. For example email, post or text message.
We'll make a note of this and where possible we won't promote using the mobile app to you.
We'll make a note of this and where possible we won't promote using digital banking to you.
If we need you to sign something with a pen, we'll look for an alternative solution.
We'll make sure that if your M&S Credit Card needs renewing, we'll send you one where you can sign for each transaction rather than using a PIN.
We'll make a note of this so that we know what to expect when you contact us.
We'll make a note of this so that we know what to expect when you contact us.
We'll make a note of this so that we know what to expect when you contact us.
We'll set a limit on the amount of cash you can withdraw from your M&S Credit Card.
We'll make sure that we speak to you before agreeing any new borrowing applications.
We'll make sure that we decline any new borrowing applications.
You can find more information on managing your finances by visiting our Rising cost of living page. If you're worried about fraud or scams, you can also find more information on our Security & fraud advice page.
If we're asking you to make a decision, we'll give you the time and space to do that.
We'll make sure that when speaking to you we'll be mindful that you're going through a life event. You can also tell us what other support you need during this time. You may also want to see What is a life event?.
When you contact us, we'll spend the time going through what you need help with, step by step, offering different options where we can.
You can find more information here on assisting someone with their money.
You can let us know your needs, in a way that suits you.
Fill in our online form and we'll add the information to your account.
If you need to amend or remove any existing support needs please chat with us or give us a call.
Account support available 24/7 on your phone, tablet or laptop.
Learn more about the different ways to chat with us.
Speak to one of our customer support team.
Please call 0345 600 5860. Lines are open 8am - 8pm.
For investment customers please call 0808 005 5555. Lines are open 8am-6pm Monday to Friday (closed weekends and public holidays).
* This form will not update your personal details (e.g. phone number, address etc), it will add a support need to your account(s) only. Your contact details will be used to confirm your support need(s) have been added. If you have other support needs which aren't included on the form, please contact us via telephone or chat. This form should only be filled out by the customer. Completing this form will add new support needs to your profile once we've verified your details. To update your support needs with HSBC or first direct please visit their website.
We are working with Experian to offer a free service allowing you to share your needs with M&S Bank and other organisations at the same time. This will save you from having to contact each organisation separately.
To find out more and use the service, visit the Experian Support Hub.
We'll place a Support Need on your account and only record the information you want us to. You can remove or update your Support Needs at any time.
If you feel the support you need isn't listed above, please contact us to talk through how we can help.
You can tell us if the support you need is temporary or permanent. We can add, remove or update your support needs at any time, just contact us and we can help.
There are a number of ways someone can support you with your finances, including giving permission for us to discuss your account information with a trusted third party.
Get in touch with us and we'll be happy to discuss the best option for your situation and the steps needed to arrange this. If you're likely to need longer term support, please visit our Assisting someone with their money page.
A life event is an impactful experience in someone's life, for example divorce, pregnancy, lottery win, bereavement, terminal illness etc. These could be seen as a positive or negative experience and affect everybody differently, including how you manage your finances. If you need support with your banking during a life event, you can get in touch to tell us how we can help.
