Keeping you safe

In today's technology-driven world, banking security has never been more important. Financial crime can affect anyone and everyone. At M&S Bank we're constantly putting new and better ways in place to protect our customers' accounts.

'Keeping you safe' is a series of initiatives that protect your hard-earned money and savings from financial crime and fraud. To do this, we need to ensure the information we have about you is correct.

How will 'keeping you safe' protect me?

To detect criminal activity our global systems rely on having your most up to date information. We use this information to provide your account with world-class protection against crime. 'Keeping you safe' is our way of protecting you from financial crime and fraud. To do this, we might ask you to provide proof of your identity and/or address.

Don't you already have this information?

Knowing who our customers are and understanding how they use their accounts ensures we can do this. To protect us both, we have to ensure that the information is accurate, up to date, and complete.

Why are you asking for more information now?

Fraud and financial crime are becoming even more sophisticated and globally organised – so we need to be more vigilant than ever. With your help, in providing us with up to date information, we can stay one step ahead of financial crime.

Will my everyday banking change?

No, it won't. The work to protect your account happens behind the scenes at M&S Bank, so it won't change the way you bank. However, if we don't receive your up to date information we may not be able to provide you with all of our services.

What do I do next?

If we require further information or documentation, we will write to you with the steps you should take. We will only be in touch if we need you to confirm or provide new information or documentation. If you don't hear from us, you won't need to do anything.

Why do you ask about my income and outgoings?

This is to understand where your funds are coming from and going to as part of our ongoing efforts to protect you, and us, from fraud and financial crime.

Why do you want to see my utility bills?

Utility bills are considered to be one of the safest ways to confirm address details. Online statements can be manipulated, so while we appreciate it can be inconvenient to produce original documents (or certified photocopies) we need these documents to protect your account from potential misuse.

Why do you want to see my passport?

It's important we can verify your identity. A passport is often one of the simplest and most readily available documents you can provide. We will require a certified photocopy of your document (not the original) when you send it to us in the prepaid envelope. Alternatively, you can take original documents to an M&S Bank branch to be verified by a member of our team.

Shall I visit my local M&S Bank branch?

If it's more convenient for you to visit a M&S Bank branch, a member of our team can verify your original document(s). Alternatively, you can simply send the required certified photocopy document(s) to us in the post.

What happens if I don't provide the information?

Ultimately, if we don't receive your up to date information we may not be able to provide you with all of our services. We need to ensure you're fully protected from financial crime and fraud - if we don't have the right information, we can't do this.

As soon as we receive your information, we'll update our records.

When do I need to provide the information?

We'll give you sufficient time to provide the information. If you're having trouble gathering information please do let us know as soon as possible so we can help wherever we can. It may, for example, be possible for us to use alternative documents in your possession.

Data and security

Why do you need to share customer data across the HSBC Group?

As more of our customers live, travel and trade internationally, we're always looking for better ways to help you bank safely - wherever you are in the world. Our global systems and processes work by sharing data and customer information across borders to prevent financial crime. You may only bank in one country but we have a commitment to protect your account globally. We need to share customer data across parts of HSBC Group.

What will you be doing with the data? How will it be stored and protected?

We'll use this information to protect you, and ourselves, from financial crime. We take our obligation to protect your data very seriously. All the information you provide will be subject to HSBC Group's data and security standards to ensure its protection. We'd like to reassure you that your information will only be used for your protection and won't be passed to any third parties for marketing purposes.

Documents and certification

We will require a certified photocopy of your document(s) (not the original) when you send them to us. Alternatively, you can take original document(s) to an M&S Bank branch to be verified by a member of our team. We cannot accept the same document as proof of your identity and address.

What can I show as proof of identity?

You can provide ONE document from this list:

  • Valid UK passport
  • Valid UK driving licence
  • HM Revenue & Customs (HMRC) tax notification, issued in the last three months, (including PAYE Coding Notice, HMRC notification of working family tax credit, children's tax credit, disabled person's tax credit, tax calculation)
  • Benefits Agency letter (Benefits Agency, Department of Work and Pensions (DWP) including Jobcentre Plus, Child Benefit Office, Veterans Agency) confirming your right to benefits and dated in the last three months on official headed paper
  • Armed forces identity card (only in branch)
  • Firearms or shotgun certificate (only in branch)

What can I show as proof of address?

You can provide ONE document from this list:

  • Valid UK driving licence
  • UK bank/building society credit card statement (not from M&S Bank) dated in the last three months
  • UK Mortgage statement dated in the last twelve months
  • Utility bill e.g. gas, electricity, phone, satellite or cable supplier issued in the last three months (mobile phone bill is not acceptable)
  • Council Tax or water rates bill issued in the last twelve months and valid for the current billing period. Reminder and demand letters should be dated in the last 3 months
  • HM Revenue & Customs (HMRC) tax notification, issued in the last three months (including PAYE Coding Notice, HMRC notification of working family tax credit, children's tax credit, disabled person's tax credit, tax calculation)
  • Benefits Agency letter (Benefits Agency, Department of Work and Pensions (DWP) including JobCentre Plus, Child Benefit office or Veterans Agency), confirming your right to benefits and dated in the last three months on official headed paper

How can I get my document certified (to send in the post)?

Please ask a professional from the following list to certify your photocopy document(s):

  • General Practitioner (GP)
  • Pharmacist
  • Dentist
  • Optician
  • Nurse
  • Solicitor
  • Barrister
  • Chartered legal executive
  • Chartered Accountant
  • Independent financial advisor approved by the Financial Conduct Authority

Please ask your chosen certifier to write the following on the photocopy document(s) they are certifying:

I (full name of certifier) confirm that this is a true copy of the original document which I have seen and the photo is a true likeness of [your name]

OR for documents without a photo

I (full name of certifier) confirm this is a true copy of the original document, which I have seen

All certified photocopies must include the information on the front of the documentation, as detailed below:

  • certifier's signature and printed full name
  • certifier's profession and position within their organisation (and registration number if applicable)
  • certifier's home address (if signed in a personal capacity) phone number and email address
  • certifier's work address (if signed in a professional capacity) on letter headed paper or stamped with their work phone number and email address
  • date of certification

Finally, you'll need to send us the photocopy document(s) using the prepaid envelope provided.

We cannot accept any document(s) certified by you, a family member or someone not listed as an approved certifier. The certifier should be an active/practising member of their profession. We may contact the person certifying for further verification if required.

I live overseas, what information do I need to provide?

The information can vary depending on where you live. We'll advise exactly what you'll need to provide. Here's an overview:

Your proof of identity

Please provide one of the documents below and make sure it's both current and a certified photocopy (not the original):

  • Your current passport or travel document (photocopies of a passport should include all pages that contain signatures, the passport number and any extension dates where applicable)
  • Your current national identity card (EEA or Swiss Nationals only)
Your proof of address

Please provide one of the documents below and make sure it's both recent and a certified photocopy.

  • Your valid overseas driving licence
  • A utility bill dated within the last three months
  • A bank statement (not from M&S Bank) dated within the last three months
I'm an overseas customer, who can certify my documents?

Please contact one of the following:

  • Your local bank. Explain that you are asking because you are resident in a country of equivalent jurisdiction to the UK and you need your documents certified. (If you're unsure whether your country of residence is of equivalent jurisdiction to the UK please get in touch with our team on +44 (0)124 487 9080)
  • The UK Embassy or Consulate where a certification service is provided. For information visit www.gov.uk/government/world/organisations
  • A lawyer, solicitor, barrister or notary in your country of residence. We recommend that you choose someone listed on www.legal500.com, or someone from the list provided by the UK Embassy www.gov.uk/government/collections/list-of-lawyers
As an overseas customer, how do I certify my documents?

The process for certifying documents is the same no matter where you live. This is explained in the certification section of this page.

Contact us

You can contact our Customer Support team on 0345 900 0900 if you'd like to discuss 'keeping you safe'.

Lines are open 24 hours a day, 7 days a week.