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.

Query transactions or raise a dispute

We are really sorry, it’s taking us longer than usual to process claims at this time, as we support customers financially impacted by Covid-19.

Please note, in most cases you will need to contact the retailer in the first instances. If you do need to raise a dispute, you can do this online via our dispute forms.

You will receive an automated email to confirm its been received. We will be working in the background to process all the claims as quickly as possible.

Our Dispute Forms

Each form will open a new window, please select the most appropriate option

Help when you are querying a transaction

I don’t recognise a transaction

There may be a number of reasons why there is a transaction on your account that you don't recognise. Here are some possible explanations which might help you identify the transaction:

Adjacent transactions

Take a look at other transactions showing on your statement at a similar time. This may remind you of where you were when the transaction that you don't recognise was made.

Think about exchange rates

If the transaction you don't recognise was made in a foreign currency, the final amount could be different to the amount at the time of purchase.

Look out for additional charges

Some retailers, such as hotels, taxis, airlines or hire cars, can add additional surcharges.

Double-check your receipts and your inbox

Dig out your receipts to see if you have any from the same day and for the same amount but with a different retailer name.

Have a look at your email inbox, as you often get confirmation emails or receipts by email and these might show different retailer names.

Check the retailer’s name

Retailers sometimes trade under different names, so the one on your statement might not be what you expect. Try entering the retailer's name into a search engine to find out more.

Ask another account holder

If someone shares your account, they may have made the transactions.

Check repeat payments

It may be that this is an ongoing payment such as a Direct Debit or Standing Order, that is related to something you set up or subscribed to some time ago.

Free trials

If you've signed up for a free trial recently, check the free trial period and terms and conditions of the trial. The free trial may have expired and you may now be paying for goods or services.

I recognise a transaction, but wish to dispute it

First steps

In most cases you will need to try and solve the problem by first contacting the retailer. If you are then unsuccessful, you can contact us by filling in a dispute form provided above.

Credit or debit card

Chargebacks

A chargeback is a way for M&S Bank to try and recover your money in the event something goes wrong. Internet Banking users can send a secure message using the secure messaging facility in Internet Banking.

Section 75 of the Consumer Credit Act

In some cases you may have protection under section 75 of the Consumer Credit Act. This will apply where the transaction was made wholly or in part on a M&S Bank credit card and your dispute is related to one of the following:

  • Where the contract is over £100 (and up to £30,000)
  • A breach of contract by the retailer (e.g. non-receipt of goods/services or goods that do not match the description of what you ordered);
  • Misrepresentation by the retailer (e.g. the retailer made false promises to get you to purchase their goods or service).

If your dispute is within the above criteria and is unsuccessful, we will automatically review for a section 75 claim and may be in contact again if we need any further information.