We're here to support you during Coronavirus (Covid-19)

Supporting our customers and communities during this difficult time is our absolute priority.

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

  • Options to request a deferral of personal loan repayments or a credit card, chargecard, budgetcard or personal reserve payment holiday. Visit our financial support page for more information.
  • 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
  • The option of a temporary increase in credit card and overdraft limits
  • To find out more about how we can support you financially during Covid-19, visit our financial support page

Supporting NHS Workers:

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.

Fraud

BEWARE OF FRAUD - Unfortunately, some criminals may use Covid-19 as an opportunity to defraud customers. This includes offering medical products, guidance or a safe haven for money. Please remain vigilant and remember M&S Bank will never ask you to move money to a safe account. Visit our latest scams page to keep updated on the most recent type of scams, including those related to Covid-19.

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. 

Payments

If you're at risk of missing a payment, there are a number of ways we can help you such as reducing payments or deferring payment due dates. Missing a payment may have an impact on your credit score. Visit our payment and financial support page for more information on deferring payments.

Travel

If you are unsure about whether or not you will need to self-isolate for 14 days on your return from the country you are travelling from, please visit the relevant government website to see the full and up to date list of exempt countries.

Take a look at our general guidelines relating to travel plans affected by Covid-19

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 including content on bereavement as well as financial and domestic abuse.

Our product support

Credit Card and Personal Loans

We can offer a range of support for M&S Credit Card and Personal Loan customers who are financially impacted by Covid-19.

If you need to pay your credit card, there are different payment options that are available to you - and you don't even have to leave the comfort of your own home. For further information on how to do this, simply visit our ways to pay page.

Additional Borrowing

To support customers at this time, we can 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 request to defer repayments for my personal loan, credit card, storecard or Personal Reserve account?

To support customers who are financially impacted by Covid-19, M&S Personal Loan customers can now request to defer three monthly repayments. M&S Credit Card, Budgetcard, Chargecard and Personal Reserve customers have the option to request a three-month payment holiday.

Customers can find more information and apply online via our financial support page.

These options are designed to support customers whose repayments were up-to-date prior to the impact of Covid-19. Requests are subject to approval following a review of individual accounts.

If you were experiencing financial difficulties before the impact of Covid-19, this might not be the best solution for you. Our Customer Services Team have a range of tools to help and will discuss these further with you. Find out how to contact us.

Am I entitled to claim back money if I haven't received goods or services as a result of Covid-19?

As various events, holidays and other plans are cancelled due to Covid-19, you may be looking at whether you can get a refund.

To find out more and for general guidelines relating to travel plans affected by Covid-19, visit our dedicated page.

I'm due, or have received a refund to my credit card and I'm now in credit. Can I get this refunded to my bank?

Yes you can get a refund, once the refund is showing on your statement balance. We would ask that you monitor your account online, if you're registered. Once the refund is showing simply sign in and send us a secure message, in the 'My Messages Centre', with your bank sort code, account number, amount and name on the account. Alternatively, call us on 0345 600 5860 and we'll arrange this for you. There is no charge to do this.

I'm due to receive a refund but have since changed my credit card, will this still be refunded?

Yes the refund will still be credited to your account even if you no longer have the card the original purchase was completed on.

What is a late payment fee?

Under your credit card agreement, you are required to make a minimum payment by the due date shown on your monthly statement. There's a £12 late payment fee if your minimum payment isn't made on time in any month. You need to make your minimum payments each month, as missing your payment can affect your credit file.

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

We haven't planned any changes to your APR 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.

M&S Premium Club and Premium Current Account

My vouchers have expired and I couldn’t use them. Can I get replacement vouchers?

To ensure you don’t miss out on spending your vouchers, all Premium Club and Premium Current Account vouchers with an expiry date between March and August 2020 have been extended until 31 March 2021. This includes hot drink vouchers, birthday gift, and your £10 M&S vouchers to spend on clothing, beauty, lingerie and home.

There’s no need to request replacement vouchers as your current vouchers have been extended automatically.

M&S Clothing & Home Stores have reopened. Does that mean my vouchers will start again?

Your Premium Club/Premium Current Account vouchers will start again in August and your normal monthly fee will resume.

Whilst some M&S Cafes are open for takeaway, we understand you might not be able to sit in and enjoy your favourite hot drinks, so we thought you might appreciate something different. We’re busy preparing your next treat which you’ll receive by the end of August.

We are in the process of communicating with customers to share the full details of these changes.

I am not able to travel at the moment, can I cancel the insurance policy on my Premium Club / Premium Current Account and reinstate it when I can travel again?

We understand some people won't be travelling at the moment. By choosing to retain your policy, you will ensure that you're still covered for any holidays you have already booked or plan on booking in the future.

Your cover provides you with worldwide multi trip family travel insurance, for up to 45 days per trip and winter sports cover for up to 31 days in any calendar year and covers such things as cancellations, emergency medical treatment, personal liability and theft of money. 

If you wish to remove travel insurance from your account, you can do so at any time. Please be aware that you won't be able to reinstate your cover at a later date and you will no longer be covered for any holidays you have already booked.

If you are a Premium Club customer and you would like to cancel your policy please complete the online form. Please note, this must be completed by the main cardholder.

If you are a Premium Current Account customer and would like to cancel your policy please complete the online form. If you hold a joint account, please contact us on 0345 900 0900.

Premium Club Transfer/Closure form
Premium Current Account Transfer/Closure form

I have cancelled the insurance element of my Premium Club / Premium Current Account and have received a letter to say my monthly fee will be £10. I thought the fee for Premium Club / Premium Current Account without insurance had been paused.

When you choose to cancel your insurance policy, an automated letter is issued advising you of the new monthly fee for your chosen product. The fee for Premium Club / Premium Current Account without insurance has temporarily been paused. We’ll write to let you know when your fee will be reinstated, giving at least 30 days’ notice. During the time your fee is paused, you won’t be receiving any new vouchers.

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

There has been a slight delay but you should receive your birthday treat shortly.

M&S Premium Club/Current Account with Insurance

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

What if I am struggling financially due to Covid-19?

If you continue to be or reasonably expect to be affected financially by the Covid-19 pandemic and you're experiencing a reduction in your income and/or an increase in your outgoings, you can apply for temporary arranged overdraft support on your account(s) for three months. To do this please complete the overdraft support form. You can apply for support until 31 October 2020. We've done this to help customers experiencing financial difficulties due to the outbreak.

If the overdraft support is applied, we temporarily won't charge interest on the first £500 of arranged overdraft borrowing. Normally we charge interest on arranged overdraft borrowing over £250. Additionally, we'll temporarily charge 19.9% EAR (variable) for any arranged overdraft balances above £500. The normal rate of interest for overdraft borrowing is 39.9% EAR (variable). Once the 3 months completes the standard 39.9% EAR (variable) will then be charged for any arranged overdraft balances above £250.

These are temporary measures and do not change the account and overdraft contractual terms and conditions, which remain the same.

I don't currently have an overdraft; will anything change for me?

If you don't already have an overdraft in place, there is no change to your account. You can call us if you need to add an overdraft to your account. If approved for an arranged overdraft before 31 October, and you are financially impacted by Covid-19 you can apply for a 3-month temporary interest waiver on the first £500 of any arranged overdraft and any borrowing above £500 to be temporarily be charged at 19.9% EAR (variable). These temporary measures will not change the account and overdraft contractual terms and conditions, once the 3 months completes the standard 39.9% EAR (variable) will then be charged for any arranged overdraft balances above £250.

Are overdraft limits being increased?

We're not automatically increasing existing overdraft limits or adding a limit for customers who haven't already got an arranged overdraft on their account.

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.

How do I deposit cheques into my M&S Bank Current Account?

During this current time, with our branches being inaccessible you can post your cheques into us to be deposited into your current account. Please ensure to write your full name, sort code and account number on the back of the cheque before posting.

The address to send a cheque to is:
M&S Bank
PO Box 10565
51 Saffron Road
Wigston
LE18 9FT

Please allow a few extra days for processing when posting.

Travel Insurance

M&S Travel Insurance

The Foreign & Commonwealth Office (FCO) currently advises British nationals against all non-essential travel worldwide. This advice is being kept under constant review.

Please remember that travel insurance is designed to cover for unforeseen events. Covid-19 is now a known event, this means that depending on where you travel, you may not be covered for cancellation or abandonment.

What this means for you

If you don’t have travel insurance with us

You won’t be able to get a new quote or buy our travel insurance; this includes both single and annual policies.

If you already have a quote

Your quote is valid for 30 days. To discuss your existing quote within its 30-day validity period please call us on 0800 051 3263.

Please remember that travel insurance is designed to cover for unforeseen events. Covid-19 is now a known event, this means that depending on where you travel, you may not be covered for cancellation or abandonment.

If you’re an existing travel insurance customer

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

If you are booking a trip, please read the policy booklet specifically page 4, “We Won't Cover”, clause 1.

Please remember that travel insurance is designed to cover for unforeseen events. Covid-19 is now a known event, this means that depending on where you travel, you may not be covered for cancellation or abandonment.

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.

The travel insurance claims team are working hard to support customers whose travel plans have been impacted by Covid-19. Once your claim is received, it will be assessed within 28 days. To enable Aviva to progress this as quickly as possible, please follow the guidance provided in the pack.

Travel Money

Some of our bureaux de change have reopened.

Visit our Branch Finder page to see which bureaux de change have reopened.

Can I still purchase currency? 

Yes, our quick and convenient Click & Collect Travel Money service is now back up and running, so you can buy your euro and US dollars online and collect from over 200 M&S stores nationwide. We’ve even got a new SameDay service for those in a hurry! You can now walk in and purchase in store from one of our recently reopened bureaux de change.

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

Some of our bureaux de change have reopened, meaning currency buyback and refund services are now available.

Customers who purchased travel money from M&S Bank prior to 24 March 2020 and were then unable to travel due to Covid-19 following advice from the UK Foreign and Commonwealth Office (FCO), will be able to exchange their currency for the full amount of sterling originally paid for the currency.

Visit our Branch Finder page to see which bureaux de change have reopened.

Mortgages

Support for M&S Bank mortgage customers, who are financially impacted by Covid-19, 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
 

Our services

Internet Banking

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

Available on compatible devices.

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

General guidelines relating to travel plans affected by Covid-19 and specific recent scenarios

My M&S Bank Credit Card has recently been refunded by my travel company/airline due to cancelled travel services. How do I get this money back?

If you’ve had a recent refund and your account balance is now in credit, we can refund this to a bank account in your name. If you are registered for Internet Banking, simply sign in and send us a secure message in the ‘My Messages Centre’ with your bank details and we’ll arrange this for you.

Alternatively, call us on 0345 600 5860 and we'll arrange this for you. There is no charge to do this.

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 travel provider 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 and the travel provider declines to provide a refund.

Some useful information for UK based flight and travel providers can be found on the both the CAA and ABTA websites below:

https://www.caa.co.uk/Our-work/Newsroom/COVID-19/

https://www.abta.com/news/coronavirus-outbreak

I have a health condition 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 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 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, 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 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, 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.

We are beginning to open some of our branches and bureaux de change

You can see a list of our open branches and bureaux de change by visiting our Branch Finder page.

We look forward to opening more branches and bureaux de change as soon as we're able to. In the meantime, you can fulfil many of your banking needs through Internet Banking or our Banking App.