How we can support you
If you're facing financial abuse, we're here to support you and help you regain control of your
finances. If you're able to, please call us on 0345 900 0900 and one of our colleagues will talk you
through ways in which we could help.
We understand every situation is different, so we've also outlined some additional steps you could
You can contact the organisations below for support and advice. But
please remember, if you're in
immediate danger, you should call 999, followed by 55 if you're unable to speak to the operator.
Cards and PINs
If you’re concerned that someone else may have your card details, we can easily send you a new
and PIN in the post. Once sent you will not be able to use your existing card and will need to wait
your new one to arrive.
You can also change an existing PIN at any high street bank ATM with the VISA symbol. If you've
forgotten your PIN, you can view this in the
app or we can send you a reminder through the post, just call us on 0345 900 0900.
To ensure your accounts are secure, you may feel you need to change your passwords for telephone,
or mobile banking. You can do this by following these steps:
It’s important to remember that you should never share your PIN or passwords with
We understand that, at times, it might be difficult for you to receive post at your home address. If
is the case, there are a few things we can do to help:
- You can opt for online statements by signing into your online
and amending your statement delivery preferences.
- You can also change your address so that your post goes to a trusted friend or family’s
instead. You’ll need to sign into your online banking and amend your details to do this,
you can simply give us a call on 0345 900
It’s important that we hold your residential address so please update us when you can start to
receive post to your home address once more.
Third Party access
If you have an M&S Bank credit card, you should check if you’re the primary or secondary
cardholder - this is because the primary cardholder is responsible for the repayment of all money
across both cards. If for any reason you’re in dispute with the secondary cardholder,
recommend that you remove the second card as soon as possible. To add or remove a secondary
please contact us on 0345 900 0900.
Any lending that is in your name will need to be repaid. If you’re having difficulties, or
like to discuss this further, please contact us on 0345 300 1312 to talk about what we can do to help.
find more information on our financial management pages.
If you think you’ve been a victim of fraud, or you think that someone has taken out credit in
name, please let us know as soon as possible. If you have an M&S Bank card you can call us on 0345 900 0900. You should also
any other credit card providers straight away. You can find more information on our Security and Fraud advice pages.
You can get copies of your credit file from the following credit reference agencies:
You may want to think about getting a notice of dissociation from the credit reference agencies as
will help to separate you from any joint financial arrangements. You can also register with Cifas, a fraud prevention
organisation who will be able
alert you if any credit applications are made in your name.
Assisting with your money
If you’re struggling to manage your accounts, there are different ways in which we can help:
Our assisting others pages provide details on third party access options
which can be applied.
If you’re an M&S Bank customer, you can also provide us with an Emergency
Contact. For more information, visit our unexpected change