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

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.

Step 2

Once complete, talk to our specialist team about how we can best help you, you can use our 'Chat with us' service or call us on 0345 300 1312. 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

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.

Step 2

Once complete, talk to our specialist team about how we can best help you, you can use our 'Chat with us' service or call us on 0345 300 1312. 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 0345 300 1312. 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

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.

Step 2

Once complete, talk to our specialist team about how we can best help you, you can use our 'Chat with us' service or call us on 0345 300 1312. 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 0345 300 1312.

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

I'm worried about paying my M&S Insurance premiums

If you’re struggling financially, support is available. Please don't cancel any payments or Direct Debits as missing a payment may mean you run the risk of your policy being cancelled and you could be left uninsured.

M&S Car Insurance customers can find out more by visiting the manage your policy page.

M&S Home Insurance customers can find out more by visiting the manage your policy page.

M&S Pet Insurance customers can find out more by visiting the manage your policy page.

Further help and support available to you

National Debtline

Offering free and independent debt advice.

Visit National Debtline or call 0808 808 4000

StepChange

Offering free debt advice and support in tackling your debts.

Visit StepChange 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