Worried about making a payment?

If you're worried about keeping up to date with your contractual monthly payments, or have already fallen behind, we're here to help

To keep your account up to date you must pay at least your loan or credit card minimum contractual monthly payment.
If you usually pay the full or a fixed amount to your credit card you can reduce what you pay to the minimum monthly payment for a short period to keep your account up to date. Just get in touch.

What does arrears mean? Learn more about arrears.

I'm unable to make my contractual monthly payment

If you're unable to make your contractual monthly payments, it's important you contact us as soon as you recognise you're in difficulty, so we can work with you to understand your current financial situation and find an appropriate solution.

Please read the steps below, to learn more about how we can support you:

Step 1 - Submitting the form

It's important that we understand your situation and work with you to find the right solution. Please complete an Income and Expenditure form.

The form asks you about your monthly income and outgoings such as salary, mortgage payments, rent, utility bills and outstanding balances with other lenders so please have this information to hand. Please also ensure the email address you provide us with is correct and up to date.

Step 2 - What happens next?

Once you've submitted the form, we'll contact you via email within 3 working days to let you know the outcome of your assessment.

Once you receive the email, please get in touch so you can talk to our specialist team about how we can best help you, you can use our 'Chat with us' service or call us on 0800 313 4966. Lines are open 8am-6pm Monday to Friday and 8am-4pm Saturday.

 

I'm already receiving financial support from M&S Bank, but my circumstances have changed

If your circumstances have changed and you have an existing payment plan with us, it's important you keep in touch so we can ensure your existing payment plan is still suitable.

Please read the steps below, to learn more about how we can support you:

Step 1 - Submitting the form

It's important that we understand your situation and work with you to find the right solution. Please complete an Income and Expenditure form.

The form asks you about your monthly income and outgoings such as salary, mortgage payments, rent, utility bills and outstanding balances with other lenders so please have this information to hand. Please also ensure the email address you provide us with is correct and up to date.

Step 2 - What happens next?

Once you've submitted the form, we'll contact you via email within 3 working days to let you know the outcome of your assessment.

Once you receive the email, please get in touch so you can talk to our specialist team about how we can best help you, you can use our 'Chat with us' service or call us on 0800 313 4966. Lines are open 8am-6pm Monday to Friday and 8am-4pm Saturday.

 

I have missed one or more of my contractual monthly payments

If you've missed a contractual monthly payment, and you're starting to fall behind, we're here to help.

Missing a payment may have a negative impact on your credit file, which can make borrowing in the future more difficult. You may also incur charges, which may make borrowing more expensive.

I have missed one of my contractual monthly payments, but I am able to make the payment.

If you've missed one of your monthly payments but you're able to afford the payment, please make this as soon as possible. This may reduce the charges you incur and the impact to your credit file.

To make a payment on your:

M&S Personal Loan

Visit manage your loan for more details.

M&S Credit Card

Visit ways to pay for more details.

M&S Budgetcard, Chargecard or Personal Reserve

If you hold an M&S Budgetcard, Chargecard or Personal Reserve you can make your payment using your bank's online or automated telephone service.

You should quote our bank details, sort code 40-12-57 and account number 99001174, with your M&S card number or account number as a reference.

Alternatively, please call 0800 313 4966. Lines are open 8am-6pm Monday to Friday and 8am-4pm Saturday.

If you're unable to make your contractual monthly payments, it's important you contact us as soon as you recognise you're in difficulty, so we can work with you to understand your current financial situation and find an appropriate solution.

How can we support you?

Please read the steps below, to learn more about how we can support you:

Step 1 - Submitting the form

It's important that we understand your situation and work with you to find the right solution. Please complete an Income and Expenditure form.

The form asks you about your monthly income and outgoings such as salary, mortgage payments, rent, utility bills and outstanding balances with other lenders so please have this information to hand. Please also ensure the email address you provide us with is correct and up to date.

Step 2 - What happens next?

Once you've submitted the form, we'll contact you via email within 3 working days to let you know the outcome of your assessment.

Once you receive the email, please get in touch so you can talk to our specialist team about how we can best help you, you can use our 'Chat with us' service or call us on 0800 313 4966. Lines are open 8am-6pm Monday to Friday and 8am-4pm Saturday.

 

Where your contractual monthly payments can be found:

M&S Personal Loan

Monthly payments are set out in your agreement

M&S Credit Card

We'll send you a statement each month showing the minimum payment for that month, if you've opted into paperless statements, you can view your statement within Internet banking or on the M&S Banking App.

Your contractual monthly payment is referred to as your minimum payment and is the smallest amount of your total balance that you need to pay each month to keep your account up to date.

M&S Budgetcard, Chargecard or Personal Reserve

If you hold an M&S Budgetcard, Chargecard or Personal Reserve we'll send you a statement each month showing the minimum payment for that month.

Can I adjust my monthly payments?

If you're paying the full or a fixed amount to your credit card and want to change this, you can do this by logging into Internet Banking and chatting with one of our agents. Otherwise please call us on 0345 600 5860. Lines are open 8am-8pm.

Your account will stay up to date if you make at least the minimum payment towards your credit card each month, but it will take you longer to clear your balance and may cost you more in interest if you only pay this amount. Find out more about persistent debt.

Ways to get in touch

If you're concerned about your immediate financial situation, it's best to get in touch as soon as possible. As a responsible lender, we'll work with you to ensure you can keep in control of any money concerns you may have, whether they are short or long term.

Chat with us online

A quick and easy way to get in touch with us for any account specific queries is to use our 'Chat with us' service. This can be found within our Mobile Banking App or within Internet Banking.

To access Chat quickly, press and hold down the M&S Banking App and select 'Chat with us'.

Give us a call

Talk to our team of experts about your financial circumstances on 0800 313 4966.

Lines are open 8am-6pm Monday to Friday and 8am-4pm Saturday.

Virtual assistant

Have a question about your financial circumstances? Just ask our virtual assistant to see if it can help.

Just ask our virtural assistant

Need some Breathing Space?

Video Script

Help with Money Worries

Worrying about money can feel overwhelming.

We understand the stress of falling behind with payments, and we’re here to help.

The sooner you contact us, the easier it is to help relieve your money worries.

To get things started, you’ll need to complete an income and expenditure form.

You can do this: Online via the M&S Bank website or over the phone

Then you can follow up with our Financial Support Team via chat or phone for further support

We’ll ask some questions, to help us understand your financial situation.

We can then build a personalised plan, such as which debts to prioritise.

Need some breathing space?

You can also get free, independent debt advice and support from organisations such as: National Debtline and StepChange Debt Charity.

If you’d like to do this, we can give you breathing space while you work with them to create a personal action plan.

Asking for help is a positive first step, and we treat everyone who gets in touch with care and respect.

Together, we’ll help find a solution to give you the support that you need.

Thank you for watching

National Debtline – 0808 808 4000 – nationaldebtline.org

Stepchange – 0800 138 111 - stepchange.org

If you’re struggling with multiple debts or you have already fallen behind on your bills and need some time to seek third party financial advice, you may be eligible for Breathing Space.

Our Financial Support Team are here to help. If you're struggling with repayments, the sooner you reach out, the better.

  1. Chat with us or call us on 0800 313 4966.
  2. We’ll discuss your financial situation, and we may ask you to provide your income and expenditure information.
  3. Where appropriate, we’ll give you some Breathing Space to allow you time to seek third party financial advice.

Further help and support available to you

National Debtline

Offering free and independent debt advice.

Visit National Debtline or call 0808 808 4000

StepChange

Free debt advice from impartial experts.

Use their Money Health Check to get back on track or call 0800 138 1111

Money Helper

Offering free and impartial money advice as well as tools to help improve your finances.

Visit Money Helper or call 0300 500 5000

Citizens Advice

Offering free, impartial advice on debt and money, work, benefits and more.

Visit Citizens Advice or call 03444 111 444

Steps to help manage your money

Complete a budget planner

Using a budget planner, is an easy way to manage your finances, work out an achievable budget and identify where savings can be made. You should:

  • List everything that's coming in and out of your account each month. Your bank statements should help with this.
  • Highlight the essential outgoings such as your mortgage, council tax, utilities, travel expenses, childcare etc. These costs are likely to be a set amount each month.
  • Identify variable outgoings such as groceries, clothes and everyday expenses such as coffee and lunch. These outgoings will change on a month-to-month basis and they are the ones that you can reduce which can have the biggest impact on balancing your budget.

Once you've created a budget planner, these are things you can do to organise and take control of your finances:

  • Wherever possible, pay your bills by Direct Debit or standing order 1 or 2 days after you get paid, so that you know you'll have enough in your account and can clearly see what's left over.
  • If your bank has an online banking service, use it regularly to keep track of your spending.
  • Regularly review your variable outgoings and save money by cutting back on non-essential items, cancelling that unused gym membership or switching to cheaper options.
  • If you have any money left over at the end of the month, you should consider saving it: even small, regular savings can make a difference over time, creating a pot of money you can break into for unforeseen emergencies or even periods when you know your spending will increase, such as Christmas.

Understand your debt

It's a good idea to tackle debt problems quickly before things get worse. If you haven't done so already, set up a budget planner to get your monthly outgoings under control and then consider the following to help sort out your existing debts.

  1. Make a list of all your debts. The ones with the highest interest rates should be at the top. You'll be able to find what your interest rates are on your latest credit card statement and loan agreement forms.
  2. Consider moving any debts with higher interest rates to lower rates. A couple of options are to explore a balance transfer credit card or consolidate your debt with a personal loan. Find out more on what a balance transfer is and how debt consolidation works.
  3. Contact your creditors to let them know you're struggling to make your payments, they may be able to find a solution with you. If you're worried that you can't make your M&S Bank contractual monthly payments, or have already fallen behind on payments, we're here to help.
  4. Get free debt advice to help work out the way forward. See our list of charities you can contact to discuss the best way to get yourself out of debt quickly.

Set up mobile app

We know that life can be a little hectic at times, so anything that helps you keep track of your spending and better manage your money can be extremely useful.

The M&S Banking App is the perfect way to help you stay in control of your account – it’s easy to use, secure and always to hand with lots of helpful features.

Here’s just some of the things you can do with our app to help you stay in control of your account:

Make payments – be reminded of upcoming payments and pay your M&S Credit Card using a debit card while you're on the go.

Spend notifications - be notified when you spend using your M&S Credit Card, so you can stay on top of things.

Mobile statements – view and download digital versions of credit card statements.

Chat with us - use our secure 'Chat with us' feature to get in touch with account specific queries, at a time convenient to you.

Learn more about mobile banking

Managing your money - our support tools

We've got a number of tools and tips to help support you when managing your finances.