Support and information can be found on our Covid-19 support page.

To help support you at peak times, we have updated our telephony opening times, please only call if it is urgent, so we can help those most in need. Please view our contact us page for our current opening times.

We’re introducing an NHS and emergency services banking hour, from 6-7pm every day. We’d ask that customers avoid calling us for their routine banking needs during this time.

Coronavirus (Covid-19)

Support for customers impacted by Covid-19

We have put in place a range of measures to support customers financially impacted as a result of Covid-19, below is an overview of the support available:

Supporting our customers and communities during this difficult time is our absolute priority. So, we want to provide a dedicated telephone banking hour for our fantastic NHS and emergency services workers. During 6-7pm each and every day, we plan to focus all of our effort on servicing their banking needs as quickly as possible.

To help us deliver this dedicated support for the NHS, we’d ask that customers avoid calling us for their routine banking needs during 6-7pm each day.

Travel Insurance

M&S Travel Insurance

We've been closely following the news and advice around Covid-19 which has continued to evolve quickly. 

With the ongoing global situation and FCO guidance, we have decided to focus our attention on existing customers whose travel plans may have been disrupted, and to withdraw M&S Travel Insurance to new customers. 

We hope this will only be a temporary measure, and we'll continue to keep a close eye on the situation.

What this means for you

If you don't currently hold an M&S Travel Insurance policy

You won't be able to get a new quote or buy M&S Travel Insurance.

If you already have a quote 

Your quote is valid for 30 days, which means that you can still purchase a policy within this 30 day validity period.  To discuss your existing quote within its 30-day validity period please call us on 0800 051 3263.

If you're an existing travel insurance customer

You'll still be able to renew your annual policy.

Travel insurance is designed to cover unforeseen events. In light of the ongoing global situation with Covid-19 as widely reported in the media, there is now a high likelihood your travel plans may be impacted. Depending upon your destination, you may therefore not be covered under your policy for cancellation or abandonment because Covid-19 is now a known event. Please read your policy documents before booking a trip. 

For more information see the Covid-19 FAQs and to stay up to date about the developing situation visit GOV.UK.

For existing customers who need to make a claim; if your claim does not require urgent medical attention you can make a claim online.

The Travel insurance claims line is currently experiencing high call volumes. To allow us to prioritise customers, we are asking you to only call if you were due to travel within the next 7 days or are currently overseas. Alternatively you can register your claim online.  Before making a claim, please ensure you have contacted your travel and accommodation provider to discuss a refund as travel insurance only provides cover for your non-refundable costs.

Travel Money

Our in-store branch and bureaux are currently closed.

We're very sorry, but as a result of the impact of Covid-19, our bank branches and Bureaux de Change are currently closed. Don't forget, you can fulfil many of your banking needs through Internet Banking or our Banking App.

Can I exchange my foreign currency from M&S Bank back into sterling? 

As soon as we’re able to re-open, we will be able to offer a currency refund for customers who purchased travel money from M&S Bank and are now unable to travel due to Covid-19 following advice from the UK Foreign and Commonwealth Office (FCO).

Customers will be able to exchange their currency for the full amount of sterling originally paid for the currency in any of our bureaux.

Can I still purchase currency? 

We’re not able to offer any currency services at this time. Our bureau team are looking forward to seeing you again in the near future.

Credit Card and Personal Loans

M&S Credit Card and personal loan customers who are impacted financially as a result of Covid-19 should contact us and we will look to support customers through a range of options depending on their individual needs.

Additional Borrowing

To further support customers, we can also look at temporary increases in credit card or overdraft limits, this would be reviewed and tailored on the basis of individual customer circumstances.

If you would like to discuss your financial situation with us, visit our contact us page to find useful information and ways to contact us.

Is it possible to apply for a payment holiday for my personal loan and/or credit card?

To support customers who are financially impacted by Covid-19, we’re currently working hard to deliver a payment holiday solution for customers who are up-to-date with their credit card/loan payments. Please check back on this page for updates, unfortunately we won’t be able to help with payment holidays in the interim.

If you are facing immediate financial difficulty, this might not be the right solution for you. Our Customer Services Team have a range of tools to help but please note these will likely have an impact on your credit file.

Am I entitled to claim money back if I haven’t received goods or services (e.g. travel costs) as a result of Covid-19?

It will depend on the specific circumstances of your case.

You should contact the company where you have purchased the goods or services (e.g. the airline if you have purchased airline tickets). They will help you understand why you haven’t received the goods or services, and you should attempt to resolve the matter with them directly. This may result in a refund or offer of an acceptable alternative such as booking for an alternative date.

If you haven’t been able to obtain a refund from the retailer, you can contact us to query the transaction or raise a dispute.

If you can’t dispute the transaction, then it may be possible to claim under section 75 but this will depend on the specific details of each case. We ask that you tell us exactly what happened, and give us all relevant documents to support your claim. This is so that we can assess whether there are grounds for a successful claim under section 75.

Following review of the above information, if you want to raise a dispute or make a claim please visit our dedicated page.

Here are some general guidelines relating to travel plans affected by COVID-19 and specific recent scenarios:

General Advice:

If flights, package holidays, or events are cancelled it is important to refer to the contract and follow the supplier’s refund/re-booking terms in the first instance. You should do this before any dispute or section 75 claim.

Future travel plans:

If the travel arrangements are all still operational but you want to, or have already cancelled, any refunds will be subject to the refund policy within the supplier’s terms and conditions. You may not be entitled to a refund if you have voluntarily opted to cancel. It is worth contacting the supplier in case they are willing to offer a refund or alternative as a gesture of goodwill in the exceptional circumstances. 

There will be no dispute or section 75 rights, unless the terms and conditions have an applicable refund policy which the provider declines to honour.

I have health conditions and don’t want to take a risk by going on holiday:

Please seek medical advice. A GP may provide you with a letter to say that you’re unable to travel. If you have travel insurance, you may be covered under your insurance policy or the insurance company may be willing to pay out in some circumstances on an exceptional basis.

There will be no dispute or section 75 rights in these circumstances as you/your family member are not able to travel and the supplier has not done anything wrong.

Myself or my family member is not well enough to travel:

You should consult your GP or seek medical advice. They may provide you with a letter to say that you or your family member are not able to travel. If you have travel insurance, depending on your policy cover you may be covered and/or the insurance company may be willing to pay out in some circumstances on an exceptional basis.

There will be no dispute or section 75 rights in these circumstances as you or your family member are not able to travel and the supplier has not done anything wrong. It’s worth contacting the supplier in case they are willing to offer a refund or alternative as a gesture of goodwill.

I’ve booked my flights and hotel independently (i.e. not as a package) and the flights are no longer available:

You should contact the airline company and hotel in the first instance to recover the cost of your flights and hotel or to re-book alternatives. The hotel costs may not be recoverable unless you have cancellation rights in the hotel supplier’s terms. If this isn’t successful, you may be able to dispute the transaction.

I am on holiday and a lot of the facilities are closed, so I want to claim a refund for the value of my holiday:

This will depend on the supplier’s terms and the specific circumstances of your case. You may not be entitled to claim a refund if the closure of facilities is outside of the control of the travel and / or accommodation/tour provider. The travel and/or accommodation/tour provider should communicate with you if the facilities which you have booked for your holiday are not available during your stay (if this is known prior to travel so that you can make an informed choice).

I’ve booked a holiday to a location but the embassy is no longer issuing visas:

You should contact the airline company, travel operator or tour organiser and explain that you are unable to travel. Depending on the supplier’s terms, you may be able to recover the cost of your trip or re-book alternatives. If you have travel insurance, you may be covered under your insurance policy or the insurance company may be willing to pay out in some circumstances on an exceptional basis. In order to raise a dispute of section 75 claim, please ensure you provide us with the full details relating to the booking and all subsequent correspondence with the suppliers and insurers. We will review your specific case on its merits.

We will review these on a case by case basis.

I’ve booked flights and hotels for an event. The travel is available but is not required as the event has been cancelled:

You should contact the airline company, travel operator or hotel and explain that the event has been cancelled and ask if you are able to cancel. This will depend on your cancellation rights. Some companies may offer you a refund or allow you to re-book given the circumstances. If you have travel insurance, you may be covered under your insurance policy or the insurance company may be willing to pay out in some circumstances on an exceptional basis.

You may be entitled to bring a section 75 claim depending on the circumstances of your case as long as the total purchase price of the event tickets are greater than £100. You will need to provide us with the full details relating to the booking, the supplier’s terms and all subsequent correspondence with the suppliers and insurers and we will assess your claim on its merits.

I have booked flights to the USA, however they are going via a European hub airport. The current advice is that the USA will not accept any passengers from Europe:

You should contact the airline company, travel operator or tour organiser in the first instance for advice and guidance. The airline company may be able to offer you an alternative route, a refund or offer an alternative booking. If you have travel insurance, you may be covered under your insurance policy or the insurance company may be willing to pay out in some circumstances on an exceptional basis. You may be entitled to bring a section 75 claim depending on the circumstances of your case. Please ensure you provide us with the full details relating to the booking and all subsequent correspondence with the suppliers and insurers. We will review your specific case on its merits.

Will there be any changes to my credit card APR, Fees or balance transfer offer due to Covid-19?  

We haven't planned any changes to your APR, fees or existing balance transfer offer as a result of Covid-19. If there are any changes to any products we will contact customers in advance of making these changes.

Mortgages

M&S Bank mortgage customers who are financially impacted as a result of Covid-19 should contact us and we will look to support on an individual basis. Please call us on 0345 002 1127 to discuss your circumstances.

M&S Bank Services

Internet Banking

If you are registered for Internet Banking, you are able to:

  • Manage your credit card, current accounts and Everyday Savings Account online
  • Update your contact details, request a change to your credit limit (M&S Credit Card customers only), pay bills and make payments
  • View the balances of your other M&S Bank products such as your M&S Cash ISA or M&S Personal Loan

M&S Banking App

Once you are registered for Internet Banking, you can download the M&S Banking App. As well as allowing you to manage your accounts on the go, the latest version of our app also includes the ‘Digital M&S PASS' - this is used to generate unique security codes that you'll need to access Internet Banking, making our digital services more secure. With the M&S Banking App you can also:

  • Securely sign in with either your fingerprint or face (on compatible devices)
  • View statements for current account, credit card and everyday savings accounts
  • View balances and see up to three months' transactions on any current account, credit card, Monthly Saver and Everyday Savings Account you hold (max 300 transactions)
  • Send money from your M&S current account to someone else you've paid before, and verified, using M&S Internet Banking
  • Make payments to your M&S Credit Card using a debit card

Device restrictions apply.

Apple and the Apple logo are trademarks of Apple Inc., registered in the US and other countries. App Store is a service mark of Apple Inc.
Android, Google Play and the Google Play logo are trademarks of Google LLC.

Telephone Banking

We're currently experiencing a higher than usual volume of calls as we support customers impacted by Covid-19, therefore we're encouraging customers to only call us if your query is urgent. Credit card payment can be made using our automated phone service however - please call 0345 900 0900 and follow the instructions.

There are other ways to make a credit card payment, find out more

Using your debit or credit card online
If you are shopping online, sometimes an additional security check is required. To do this, we'll send a code (called a One Time Passcode) to your mobile phone or your email address. It's really important that we have up to date contact details for you. View our One Time Passcode FAQs

M&S Premium Club and Premium Current Account

What happens if I can’t use my Premium Club / Premium Current Account vouchers before the expiry date?

Vouchers with an expiry date between March and August 2020 have been extended until 31 March 2021. This includes hot drink vouchers, birthday gift, £10 treat vouchers and your £10 M&S vouchers to spend on clothing, beauty, lingerie and home.

You will receive a communication in the coming weeks with full details of these changes. You can continue to redeem your vouchers online at marksandspencer.com (where applicable).

It’s my birthday and I haven’t received my treat. Will I still receive this?

Your voucher should be with you shortly. We are extending the expiry date on our vouchers to ensure you do not miss out. You will receive a communication in the coming weeks with full details of the changes we are making to your vouchers.

M&S Premium Club with Travel Insurance and M&S Premium Current Account with Insurance (existing customers only)

How do I make a Travel Insurance claim?

If your claim does not require urgent medical attention you can make a claim online.

M&S Bank Current and Savings accounts

Will my overdraft arrangement be impacted by Covid-19?

There are no planned changes to your overdraft arrangement. We put a new overdraft pricing structure live on 14 March 2020 and the interest free element increased to £250. More information on these changes is available on the current account page.

Can I access funds from a fixed-term savings account early if I have been financially impacted by Covid-19?

If you're financially impacted by Covid-19 and need to access your savings, we will be waiving access restrictions and early closure fees for the M&S Bank Fixed Rate Saver product. Customers can still close their Monthly Saver account and withdraw the funds earlier if they need to. 

Will the money in my M&S Bank Savings or M&S Bank Current Account still be protected? 

M&S Bank is covered by the Financial Services Compensation Scheme (FSCS), which covers deposits up to £85,000 per person. This covers all eligible deposits in both sole or joint current or savings accounts. View our dedicated page for more information on FSCS.

Payments

If I miss a payment because I'm financially impacted by Covid-19, will my credit rating be affected?

If you're at risk of missing a payment, please contact us as soon as possible. There are a number of ways we can help you. Missing a payment may have an impact on your credit score.

Fraud

BEWARE OF FRAUD – Some criminals may use the Covid-19 outbreak as an opportunity to scam the public. This includes offering medical products, guidance or a safe haven for money. Remember, M&S Bank will never ask you to move money to a safe account. Please remain vigilant and stay up to date with the latest information on our Fraud and Security page.

What happens if I become a victim of Card fraud whilst affected by Covid-19?

We're here to support you. If you think you have fallen victim to fraud, please contact us to query the transaction or raise a dispute. 

Financial distress

How will M&S Bank support customers in financial difficulty as a result of Covid-19?

We've announced a package of support to help customers financially impacted by COVID-19. This could include:

  • short-term support through application of a three-month payment holiday for your mortgage
  • longer-term support through applying a reduced payment arrangement, or extending the term of your mortgage
  • giving you early access to fixed-rate savings accounts without closure charges
  • support for anyone with unsecured debt through reduced payments or breathing space to defer payments due. These solutions are tailored to individual needs
  • the option of a temporary increase in credit card and overdraft limits


Find the best way to make contact with us

Our In-store branch and bureaux are currently closed

Our in-store Bank branches and Bureaux de Change are temporarily closed, however, once our bureaux re-open, we will continue to offer a currency refund for customers who purchased travel money from M&S Bank and are now unable to travel due to Covid-19, following advice from the UK Foreign and Commonwealth Office. Don't forget, you can fulfil many of your banking needs through Internet Banking, our Banking App or via telephone.

Life Events

Covid-19 has impacted our lives in different ways. Our Life Events pages have lots of useful information to support you during this time.