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

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

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. 

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

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.

Financial Support

If you are worried about making your next payment for your M&S Credit Card, Budgetcard, Chargecard, Personal Reserve or M&S Personal Loan, please visit our Financial Support page to see the next steps to getting the support you need.

Payment holiday/ Loan deferrals

You’re no longer able to request a new payment holiday after 31 March.

If you’re currently on a payment holiday, we'll be in touch before it ends to let you know your options. If you're able to, you should begin making your monthly payments again.

If you have been receiving financial support by deferring your monthly repayments or through a payment holiday, visit our what happens next page to understand what happens after your deferred repayment or payment holiday period ends.

If your payment holiday or loan deferral period has ended and you are worried about making your next payment, visit our Financial support to see how we can support you further.

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.

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?

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, 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

I have unused vouchers which have expired/are due to expire. Can I get replacement vouchers?

Due to ongoing restrictions some vouchers have been extended. We will continue to monitor the situation and will let you know if there are any further changes.

The following vouchers have been extended until 31 March 2021:

  • £10 to spend on clothing, beauty, lingerie and home with an expiry between March and May 2020
  • £10 Sleepwear voucher with an expiry of February 2021

The following vouchers have been extended until 31 December 2021:

  • Hot drink vouchers with an expiry between May 2020 and May 2021
  • Birthday afternoon tea with an expiry between March 2020 and April 2021

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

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

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 current accounts and savings accounts

M&S current account support

Arranged overdrafts are there if you need a little extra money to tide you over every now and then. You shouldn't use an arranged overdraft for long-term borrowing. So, when you're overdrawn, you should make regular payments into your account.

If a change in your circumstances means you're unable to make regular 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.

Temporary overdraft

Temporary overdraft support ended on 31 October 2020. If you have temporary overdraft support in place, please follow the information in the correspondence we sent you regarding this support to see other help that is available.

For further support please visit our Financial Support page.

I don't currently have an overdraft

If you don't already have an overdraft in place, you can call us if you need to add an overdraft to your account.

Can I access funds from a fixed-term savings account early if I’ve 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 Fixed Rate Savings 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 current account or savings 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 current account?

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 & Development Office (FCDO) updated its travel advice, to include exemptions for travel to certain countries. Please view the list of exempt destinations regularly as it is frequently updated. The FCDO continue to advise against non-essential international travel, except to those countries and territories listed as exempt.

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’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

We're very sorry, but as a result of the impact of Covid-19,  some of our Bureaux de Change remain closed.

Can I still purchase currency? 

Yes the majority of our Bureaux are open. 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 an available M&S store. We've even got a new SameDay service for those in a hurry!

Mortgages

Financial Support

If you don't think you'll be able to afford your next, and future payments and need more support, please call us on 0345 002 1127.

Lines open Monday - Friday 8am - 8pm, Saturday 9am -1pm (excluding bank holidays).

Home Insurance

I’m having severe financial difficulty due to Covid-19 and struggling with this month’s payment. What can I do?

Support is available if you've been affected by the Covid-19. 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.

Please call your insurer, Aviva on 0800 015 7760 to review your cover to ensure it still meets your new circumstances. To help you further, you won't be charged a fee to make certain changes to your policy, amend your payment dates or if you decide you need to cancel.

Eligible M&S Home Insurance policyholders can apply to defer one month’s payment at a time for a maximum of three months. Find out how payment deferrals work and how to apply.

You can find free impartial advice online with Money Advice Service.

Life Insurance

Financial Support

M&S Life Insurance customers who have been financially impacted by Covid-19 and are struggling to pay their monthly policy premiums can apply to HSBC Life (UK) Limited, who arrange, administer and provide the product, to defer monthly payments for up to a maximum of three months. You must have paid at least one premium on your policy to be eligible to apply.

For information provided by HSBC Life on how the deferral process works and how to apply, please visit the dedicated M&S Life Insurance payment deferral information page.

Car Insurance

I’m having severe financial difficulty due to Covid-19 and struggling with this month’s payment. What can I do?

To support customers who are financially impacted by Covid-19, M&S Car Insurance policy holders can contact BISL Limited who arrange and administer M&S Car Insurance, to discuss a range of solutions available. The team of specialists will discuss your individual circumstances and agree how they may be able to help with your financial situation.

For more information please call BISL Limited on 0344 412 2157.

You can find free impartial advice online with Money Advice Service.

Pet Insurance

I’ve been financially affected by Covid-19 and I am worried about being able to pay for my insurance, what can I do?

Depending on your situation and what you need from your insurance, there may be ways your insurer, RSA can help you manage your payments to make sure you don’t end up uninsured. You may be able to reduce your level of cover or defer your monthly payment. Rest assured, any changes will not impact your credit score and there will be no additional fees or charges.

For more information please call RSA Insurance Plc on 0800 980 8740.

The Money Advice Service’s Money Navigator tool is useful if you are considering whether a payment deferral is right for you. The Financial Conduct Authority also provides information for consumers on dealing with financial difficulties during the coronavirus pandemic on its website.

Alternatively, you may wish to visit National Debtline, a not-for-profit debt advice service run by the charity the Money Advice Trust, providing free and impartial advice for people living in England, Wales or Scotland.

 

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.

Some of our branches remain open

You can see a list of our open branches by visiting our Branch Finder page.

We look forward to opening more branches and our 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.