Contact us
Have a question? We’re always happy to help.
Which product or service would you like to contact us about?
Credit card
Chat with us online
If you're already registered for digital banking, then a quick and easy way to get in touch with us for any account specific queries is to use our 'Chat with us' service. This can be found within the M&S Banking App or within Internet Banking and is available 24 hours a day, 7 days a week.
For those more straightforward banking queries, MOBI, our virtual assistant, will try to help you first. If MOBI can't answer your query, MOBI will seamlessly transfer your chat to an agent, who'll get back to you with an answer as soon as they can. Learn more about MOBI
If you’re not registered for Digital Banking, you can chat with MOBI only on selected pages on our website.
You can 'Chat with us' via...
Mobile banking app
You can 'Chat with us' on the M&S Banking App. Here's how:
- Sign in to the M&S Banking App
- Select 'Support'
- Then select 'Chat with us'
Here you can chat with MOBI & agents about your account.
Internet Banking
You can 'Chat with us' within Internet Banking. Here's how:
- Sign into Internet Banking
- Click the 'Chat' icon from selected pages when signed in
Here you can chat with MOBI & agents about your account.
Public website
You can ‘Chat’ with MOBI only on our website. Find 'Chat' in the bottom right on selected web pages.
If you need to chat to an agent about your account, you’ll be able to continue your conversation once you’ve signed in online.
What else do I need to know...
Why use the 'Chat with us' service?
'Chat with us' is here to help you no matter what time of day or night so you can contact us at a time that suits you, even when our phone lines are closed.
When you send us a message in chat, our virtual M&S Banking assistant, MOBI, can respond instantly and give you information on how to resolve your query. For account specific queries, if you’re signed in to Digital Banking, MOBI will seamlessly transfer your query to an agent who'll get back to you as soon as possible.
If you’re using our app and have push notifications enabled, we will send you a notification to let you know when we have responded to your query, so you can carry on with your day and read the response at a time that’s convenient for you.
How do I start a chat?
Chat with us' can be accessed via the M&S Banking App under the ‘Support’ tab or in Internet Banking using the ‘Chat’ tab in the bottom right side of your screen. As you’ve already signed in and verified your identity, all your chats are secure and protected.
When asking your question, try to ask only one question at a time using more than 5 words.
Here’s a couple of examples:
- How do I add my card to my Digital Wallet?
- When will I receive my Loyalty reward vouchers?
- Can you help me with an unrecognised transaction?
Keeping your query simple helps us to give you the most relevant answer to your question. If MOBI doesn’t understand your question you may be given some response options based on key words you have used. You can also try rephrasing the question or make it more concise. If MOBI is still unsure what the question is, you’ll be transferred to chat with an agent instead if you’re signed in securely.
Meet MOBI
If you're new to MOBI, our virtual assistant, or if you're unsure about how chat works, you can take our guided tour. Simply type "Get me started" in the chat, and MOBI will demonstrate how to ask questions and how they'll be answered, helping you become more comfortable using chat in the future.
What can I do via 'Chat with us'?
We’re here when you need us and can help via chat the same way we can over the phone with most* queries.
MOBI is trained to give instant answers to your questions and can advise on a huge range of topics including:
- Setting up a Direct Debit
- How to view, unlock or change your PIN
- How to pay your card
- How to reset your digital banking password
- Disputed transactions
- Balance transfers
While our chat agents can help with account specific queries such as:
- Requesting a settlement figure on your loan
- Card declines
- Lost or stolen cards
- When your promotional offer ends
- Balance transfer queries
- Amending a Direct Debit
- Unrecognised transactions
- Credit Limit preferences
If you ever need to ask us something, using ‘Chat with us’ can be a more convenient way to connect with us.
*Some service limitations apply
How long can I view my chats for?
Your chat history will be stored securely in the banking app and Internet Banking and be visible for 13 months.
Give us a call
Speak to one of our customer support team. If you call us, you may be asked to verify your identity via a one-time security code to your mobile phone. This will allow us to answer your query quicker.
Customer Services/Complaints
Please call 0345 600 5860 Lines are open 8am-8pm
Internet Banking help
Please call 0345 600 5860 Lines are open 8am-8pm
Applications only
Please call 0800 997 996 Lines are open Monday to Saturday: 8am-8pm Sunday: 10am-6pm
Lost/Stolen cards
Please call 0800 085 2411 or +44 (0)1244 879080 from abroad
Card Security team
Please only call this department if you have received a letter or voice message from the Card Security team.
Please call 0345 602 1568 Lines are open 24 hours a day, 7 days a week.
Accessible ways to contact us
British Sign Language video relay service Monday to Friday: 8am-6pm
Text Relay
We accept calls from Text Relay. This is a useful service if you are deaf, hard of hearing or speech impaired.
Text Relay is a national telephone relay service which facilitates calls between text phone users and someone using a standard telephone.
If you wish to contact us using the Text Relay service please use the prefix 1 8 0 0 1 with any of our standard contact numbers (eg 1 8 0 0 1 0345 900 0900 for general banking enquiries). A Text Relay operator will join the call and assist by using a text phone to talk to you, while speaking to our representative.
You can find out more information about Text Relay services.
British Sign Language Interpretation from home
How do I use it?
The first time you use the SignVideo service you will need to download a Live Plug in. This makes sure that you have good video quality and that your calls are secure. Please follow the instructions once you are connected to the Web Access page. You'll only need to do this the first time you use the service.
When you click on the 'Use SignVideo' button it will open a new window where you will be connected to the interpreter via video. To make sure we can get you through to the right person at M&S Bank as quickly as possible please make sure you have all your details ready.
What do I need?
You will need a device with a webcam that meets the following requirements:
- iOS devices (8 or upwards), many Android devices (4.4 upwards), PC (i3 or above) or Mac with a webcam.
- IE9-11 or Firefox for Windows, Safari for Mac.
- Bandwidth of at least 256 kbp/s upload and download (384kbp/s recommended).
Help and support
For troubleshooting and technical guidance on SignVideo's service, please contact SignVideo at help@signvideo.co.uk or call 0203 388 0771.
Your video call is relayed in real time using secure technology, however we may record the voice conversation between your interpreter and M&S Bank for quality and monitoring purposes.
Calls are recorded for our mutual security, training and monitoring purposes.
Contact us by post
You can send your documents to us at:
M&S Bank
PO Box 325
Wymondham
NR18 8GW
Digital banking
Take control of your finances with a range of ways to bank online
Bereavement support
I'm looking to...
Online
You can inform us of a bereavement online
Please note: We may take a little longer than usual to answer your call at this time. If you need to speak with us and your query is not urgent you may wish to call back later. Alternatively, you can log in to Internet Banking or our app where you can check your balance, view statements and transactions and make online payments. We apologise for any inconvenience.
Give us a call
Speak to one of our customer support team
Please call 03456005860 or +44 (0)1244 879080 from outside the UK
Accessible ways to contact us
British Sign Language video relay service Monday to Friday: 8am-6pm
Text Relay
We accept calls from Text Relay. This is a useful service if you are deaf, hard of hearing or speech impaired.
Text Relay is a national telephone relay service which facilitates calls between text phone users and someone using a standard telephone.
If you wish to contact us using the Text Relay service please use the prefix 1 8 0 0 1 with any of our standard contact numbers (eg 1 8 0 0 1 0345 900 0900 for general banking enquiries). A Text Relay operator will join the call and assist by using a text phone to talk to you, while speaking to our representative.
You can find out more information about Text Relay services.
Calls are recorded for our mutual security, training and monitoring purposes.
Contact us by post
You can send your documents to us at:
M&S Bank
PO Box 325
Wymondham
NR18 8GW
Car insurance
Car insurance
Online
Service your Car Insurance policy online.
Please be aware, you need to call us to cancel your policy or make a claim
Please note: We may take a little longer than usual to answer your call at this time. If you need to speak with us and your query is not urgent you may wish to call back later. Alternatively, you can log in to Internet Banking or our app where you can check your balance, view statements and transactions and make online payments. We apologise for any inconvenience.
Give us a call
Sales/get a quote
Please call 0330 018 0929 Lines are open Monday to Friday: 8am-8pm Saturday: 8am-6pm Sunday: 10am-4pm
Customer Services
Please call 0344 871 2349 Lines are open Monday to Friday: 8am-8pm Saturday: 8am-6pm Sunday: 10am-4pm
Complaints
Please call 0344 858 6877 Lines are open Monday to Friday: 8am-8pm Saturday: 8am-6pm Sunday: 10am-4pm
Make a claim
Please call 0344 412 2160 Lines are open 24 hours a day, 365 days a year
Calls are recorded for our mutual security, training and monitoring purposes.
Contact us by post
Customer Services/Complaints
Fusion House,
Bretton Way,
Peterborough,
PE3 8BG
Home insurance
Home insurance
Please note: We may take a little longer than usual to answer your call at this time. If you need to speak with us and your query is not urgent you may wish to call back later. Alternatively, you can log in to Internet Banking or our app where you can check your balance, view statements and transactions and make online payments. We apologise for any inconvenience.
Give us a call
Claims
Please call 0800 051 2556 Lines are open 24 hours
Home emergency claims
Please call 0800 051 2556 Lines are open 24 hours
Quotes and Queries
Please call 0800 015 7760 Lines are open 8am-8pm Monday to Friday, 8am–6pm Saturday, 10am-2pm Sunday. Calls are recorded
Calls are recorded for our mutual security, training and monitoring purposes.
Contact us by post
Customer Services
M&S Home Insurance
Aviva
Pitheavlis
Perth
PH2 0NH
OR
Home Emergency Claims team
HomeServe Membership Limited
Cable Drive
Walsall
WS2 7BN
Life insurance
Please note: We may take a little longer than usual to answer your call at this time. If you need to speak with us and your query is not urgent you may wish to call back later. Alternatively, you can log in to Internet Banking or our app where you can check your balance, view statements and transactions and make online payments. We apologise for any inconvenience.
Give us a call
Query or Claim - M&S Life Insurance policy purchased after December 2019
Please call 0333 207 4240 Lines are open Monday to Friday 9am-5.30pm (excluding public holidays)
Query or Claim - M&S Life Insurance policy purchased before December 2019
Please call 0345 745 6125 Lines are open Monday to Friday 8am-6pm
Accessible ways to contact us
British Sign Language video relay service Monday to Friday: 8am-6pm
Calls are recorded for our mutual security, training and monitoring purposes.
Contact us by post
After Dec 2019
M&S Life Insurance Claims department,
C/O HSBC Life UK Limited,
PO Box 1053,
St Albans,
AL1 9QG
OR
Before Dec 2019
Claims department,
HSBC (Life) UK Limited,
Customer Service Centre,
BX8 7HB
Loans
Please note: We may take a little longer than usual to answer your call at this time. If you need to speak with us and your query is not urgent you may wish to call back later. Alternatively, you can log in to Internet Banking or our app where you can check your balance, view statements and transactions and make online payments. We apologise for any inconvenience.
Give us a call
Applications
Please call 0800 363 400 Lines are open Monday to Friday: 8am-8pm Saturday: 8am-7pm Sunday: 10am-6pm
Accessible ways to contact us
British Sign Language video relay service Monday to Friday: 8am-6pm
Text Relay
We accept calls from Text Relay. This is a useful service if you are deaf, hard of hearing or speech impaired.
Text Relay is a national telephone relay service which facilitates calls between text phone users and someone using a standard telephone.
If you wish to contact us using the Text Relay service please use the prefix 1 8 0 0 1 with any of our standard contact numbers (eg 1 8 0 0 1 0345 900 0900 for general banking enquiries). A Text Relay operator will join the call and assist by using a text phone to talk to you, while speaking to our representative.
You can find out more information about Text Relay services.
Calls are recorded for our mutual security, training and monitoring purposes.
Contact us by post
You can send your documents to us at:
M&S Bank
PO Box 325
Wymondham
NR18 8GW
Chat with us online
If you're already registered for digital banking, then a quick and easy way to get in touch with us for any account specific queries is to use our 'Chat with us' service. This can be found within the M&S Banking App or within Internet Banking and is available 24 hours a day, 7 days a week.
For those more straightforward banking queries, MOBI, our virtual assistant, will try to help you first. If MOBI can't answer your query, MOBI will seamlessly transfer your chat to an agent, who'll get back to you with an answer as soon as they can.
You can 'Chat with us' via...
Mobile banking app†
You can 'Chat with us' on the M&S Banking App. Here's how:
- Sign in to the M&S Banking App
- Select 'Support'
- Then select 'Chat with us'
Internet Banking
You can 'Chat with us' within Internet Banking. Here's how:
- Sign into Internet Banking
- Click the 'Chat' icon from selected pages when signed in
What else do I need to know...
Why use the 'Chat with us' service?
'Chat with us' is here to help you no matter what time of day or night so you can contact us at a time that suits you, even when our phone lines are closed.
When you send us a message in chat, our virtual M&S Banking assistant, MOBI, can respond instantly and give you information on how to resolve your query. For account specific queries, if you’re signed in to Digital Banking, MOBI will seamlessly transfer your query to an agent who'll get back to you as soon as possible.
If you’re using our app and have push notifications enabled, we will send you a notification to let you know when we have responded to your query, so you can carry on with your day and read the response at a time that’s convenient for you.
How do I start a chat?
Chat with us' can be accessed via the M&S Banking App under the ‘Support’ tab or in Internet Banking using the ‘Chat’ tab in the bottom right side of your screen. As you’ve already signed in and verified your identity, all your chats are secure and protected.
When asking your question:
- Start your question with ‘what’, ‘where’, ‘when’, ‘why’ or ‘how’
- Use between 3 and 15 words
- Only ask one question at a time
Keeping your query simple helps us to give you the most relevant answer to your question. If MOBI doesn’t understand your question you may be given some response options based on key words you have used. You can also try rephrasing the question or make it more concise. If MOBI is still unsure what the question is, you’ll be transferred to chat with an agent instead.
Meet MOBI
If you're new to MOBI, our virtual assistant, or if you're unsure about how chat works, you can take our guided tour. Simply type "Get me started" in the chat, and MOBI will demonstrate how to ask questions and how they'll be answered, helping you become more comfortable using chat in the future.
What can I do via 'Chat with us'?
We are here when you need us and can help via chat the same way we can over the phone with most* queries.
MOBI is trained to give instant answers to your questions and can advise on a huge range of topics including:
- Creating a Direct Debit
- How to view, unlock or change your PIN
- How to pay your card
- How to reset your digital banking password
- Disputed transactions
- Balance transfers
While our chat agents can help with more complex queries such as:
- Requesting a settlement figure on your loan
- Card declines
- Lost or stolen cards
- When your promotional offer ends
- Balance transfer queries
- Amending a Direct Debit
- Unrecognised transactions
If you ever need to ask us something, using ‘Chat with us’ can be a more convenient way to connect with us.
*Some service limitations apply
How long can I view my chats for?
Your chat history will be stored securely in the banking app and Internet Banking and be visible for 13 months.
†Make sure you're using the latest version of our app to ensure that all of our support features are available to you.
Making a complaint
Making a complaint
Chat with us online
If you're already registered for digital banking, then a quick and easy way to get in touch with us for any account specific queries is to use our 'Chat with us' service. This can be found within the M&S Banking App or within Internet Banking and is available 24 hours a day, 7 days a week.
For those more straightforward banking queries, MOBI, our virtual assistant, will try to help you first. If MOBI can't answer your query, MOBI will seamlessly transfer your chat to an agent, who'll get back to you with an answer as soon as they can.
You can 'Chat with us' via...
Mobile banking app†
You can 'Chat with us' on the M&S Banking App. Here's how:
- Sign in to the M&S Banking App
- Select 'Support'
- Then select 'Chat with us'
Internet Banking
You can 'Chat with us' within Internet Banking. Here's how:
- Sign into Internet Banking
- Click the 'Chat' icon from selected pages when signed in
What else do I need to know...
Why use the 'Chat with us' service?
'Chat with us' is here to help you no matter what time of day or night so you can contact us at a time that suits you, even when our phone lines are closed.
When you send us a message in chat, our virtual M&S Banking assistant, MOBI, can respond instantly and give you information on how to resolve your query. For account specific queries, if you’re signed in to Digital Banking, MOBI will seamlessly transfer your query to an agent who'll get back to you as soon as possible.
If you’re using our app and have push notifications enabled, we will send you a notification to let you know when we have responded to your query, so you can carry on with your day and read the response at a time that’s convenient for you.
How do I start a chat?
Chat with us' can be accessed via the M&S Banking App under the ‘Support’ tab or in Internet Banking using the ‘Chat’ tab in the bottom right side of your screen. As you’ve already signed in and verified your identity, all your chats are secure and protected.
When asking your question:
- Start your question with ‘what’, ‘where’, ‘when’, ‘why’ or ‘how’
- Use between 3 and 15 words
- Only ask one question at a time
Keeping your query simple helps us to give you the most relevant answer to your question. If MOBI doesn’t understand your question you may be given some response options based on key words you have used. You can also try rephrasing the question or make it more concise. If MOBI is still unsure what the question is, you’ll be transferred to chat with an agent instead.
Meet MOBI
If you're new to MOBI, our virtual assistant, or if you're unsure about how chat works, you can take our guided tour. Simply type "Get me started" in the chat, and MOBI will demonstrate how to ask questions and how they'll be answered, helping you become more comfortable using chat in the future.
What can I do via 'Chat with us'?
We are here when you need us and can help via chat the same way we can over the phone with most* queries.
MOBI is trained to give instant answers to your questions and can advise on a huge range of topics including:
- Creating a Direct Debit
- How to view, unlock or change your PIN
- How to pay your card
- How to reset your digital banking password
- Disputed transactions
- Balance transfers
While our chat agents can help with more complex queries such as:
- Requesting a settlement figure on your loan
- Card declines
- Lost or stolen cards
- When your promotional offer ends
- Balance transfer queries
- Amending a Direct Debit
- Unrecognised transactions
If you ever need to ask us something, using ‘Chat with us’ can be a more convenient way to connect with us.
*Some service limitations apply
How long can I view my chats for?
Your chat history will be stored securely in the banking app and Internet Banking and be visible for 13 months.
†Make sure you're using the latest version of our app to ensure that all of our support features are available to you.
Need help getting back on Mobile or Internet Banking?
Existing customers can use our handy Mobile and Internet Banking access tool.
Please note: We may take a little longer than usual to answer your call at this time. If you need to speak with us and your query is not urgent you may wish to call back later. Alternatively, you can log in to Internet Banking or our app where you can check your balance, view statements and transactions and make online payments. We apologise for any inconvenience.
Give us a call
Make a complaint
Please call 0345 900 0900 Lines are open 8am-8pm
Accessible ways to contact us
British Sign Language video relay service Monday to Friday: 8am-6pm
Text Relay
We accept calls from Text Relay. This is a useful service if you are deaf, hard of hearing or speech impaired.
Text Relay is a national telephone relay service which facilitates calls between text phone users and someone using a standard telephone.
If you wish to contact us using the Text Relay service please use the prefix 1 8 0 0 1 with any of our standard contact numbers (eg 1 8 0 0 1 0345 900 0900 for general banking enquiries). A Text Relay operator will join the call and assist by using a text phone to talk to you, while speaking to our representative.
You can find out more information about Text Relay services.
Calls are recorded for our mutual security, training and monitoring purposes.
Contact us by post
You can send your documents to us at:
M&S Bank
PO Box 325
Wymondham
NR18 8GW
Please include your name, address, postcode and your preferred contact number.
Pet insurance
Pet insurance
Online
Make a claim for a new condition on the online servicing page
Track an ongoing claim
Give us a call
Speak to a member of the M&S Pet Insurance team
Customer Services and Complaints
Please call 0800 980 8740 or email mandspet@uk.rsagroup.com
Phone lines are open Monday to Friday 8am to 6pm and Saturday 9am to 1pm. Calls are recorded for security, training and monitoring purposes.
Get in touch
M&S Pet Insurance,
Customer Relations team,
PO BOX 255,
Wymondham,
NR18 8DP
Club Rewards
Chat with us online
If you're already registered for digital banking, then a quick and easy way to get in touch with us for any account specific queries is to use our 'Chat with us' service. This can be found within the M&S Banking App or within Internet Banking and is available 24 hours a day, 7 days a week.
For those more straightforward banking queries, MOBI, our virtual assistant, will try to help you first. If MOBI can't answer your query, MOBI will seamlessly transfer your chat to an agent, who'll get back to you with an answer as soon as they can.
You can 'Chat with us' via...
Mobile banking app†
You can 'Chat with us' on the M&S Banking App. Here's how:
- Sign in to the M&S Banking App
- Select 'Support'
- Then select 'Chat with us'
Internet Banking
You can 'Chat with us' within Internet Banking. Here's how:
- Sign into Internet Banking
- Click the 'Chat' icon from selected pages when signed in
What else do I need to know...
Why use the 'Chat with us' service?
'Chat with us' is here to help you no matter what time of day or night so you can contact us at a time that suits you, even when our phone lines are closed.
When you send us a message in chat, our virtual M&S Banking assistant, MOBI, can respond instantly and give you information on how to resolve your query. For account specific queries, if you’re signed in to Digital Banking, MOBI will seamlessly transfer your query to an agent who'll get back to you as soon as possible.
If you’re using our app and have push notifications enabled, we will send you a notification to let you know when we have responded to your query, so you can carry on with your day and read the response at a time that’s convenient for you.
How do I start a chat?
Chat with us' can be accessed via the M&S Banking App under the ‘Support’ tab or in Internet Banking using the ‘Chat’ tab in the bottom right side of your screen. As you’ve already signed in and verified your identity, all your chats are secure and protected.
When asking your question:
- Start your question with ‘what’, ‘where’, ‘when’, ‘why’ or ‘how’
- Use between 3 and 15 words
- Only ask one question at a time
Keeping your query simple helps us to give you the most relevant answer to your question. If MOBI doesn’t understand your question you may be given some response options based on key words you have used. You can also try rephrasing the question or make it more concise. If MOBI is still unsure what the question is, you’ll be transferred to chat with an agent instead.
Meet MOBI
If you're new to MOBI, our virtual assistant, or if you're unsure about how chat works, you can take our guided tour. Simply type "Get me started" in the chat, and MOBI will demonstrate how to ask questions and how they'll be answered, helping you become more comfortable using chat in the future.
What can I do via 'Chat with us'?
We are here when you need us and can help via chat the same way we can over the phone with most* queries.
MOBI is trained to give instant answers to your questions and can advise on a huge range of topics including:
- Creating a Direct Debit
- How to view, unlock or change your PIN
- How to pay your card
- How to reset your digital banking password
- Disputed transactions
- Balance transfers
While our chat agents can help with more complex queries such as:
- Requesting a settlement figure on your loan
- Card declines
- Lost or stolen cards
- When your promotional offer ends
- Balance transfer queries
- Amending a Direct Debit
- Unrecognised transactions
If you ever need to ask us something, using ‘Chat with us’ can be a more convenient way to connect with us.
*Some service limitations apply
How long can I view my chats for?
Your chat history will be stored securely in the banking app and Internet Banking and be visible for 13 months.
†Make sure you're using the latest version of our app to ensure that all of our support features are available to you.
Need help getting back on Mobile or Internet Banking?
Existing customers can use our handy Mobile and Internet Banking access tool.
Please note: We may take a little longer than usual to answer your call at this time. If you need to speak with us and your query is not urgent you may wish to call back later. Alternatively, you can log in to Internet Banking or our app where you can check your balance, view statements and transactions and make online payments. We apologise for any inconvenience.
Give us a call
Speak to one of our customer support team
Customer Services and Complaints
Please call 0345 600 5860 Lines are open 8am-8pm
Existing M&S Club Rewards with Insurance customers
- General enquires/Confirmation of cover: 0345 600 5860 Lines are open 8am-8pm
- Travel Insurance policy enquiries: 0800 051 2616 Monday to Friday: 8am-9pm Saturday: 9am-6pm Sunday: 10am-2pm
- Medical assistance: 0800 051 3483 or +44 (0)160 360 3371 from abroad Lines are open 24 hours a day, 365 days a year
- Travel assistance: 0800 051 2627 or +44 (0)160 360 3724 from abroad Lines are open 24 hours a day
- Legal expenses claims: 0800 051 2675 or +44 (0)160 360 5633 from abroad Lines are open 24 hours a day
Accessible ways to contact us
British Sign Language video relay service Monday to Friday: 8am-6pm
Text Relay
We accept calls from Text Relay. This is a useful service if you are deaf, hard of hearing or speech impaired.
Text Relay is a national telephone relay service which facilitates calls between text phone users and someone using a standard telephone.
If you wish to contact us using the Text Relay service please use the prefix 1 8 0 0 1 with any of our standard contact numbers (eg 1 8 0 0 1 0345 900 0900 for general banking enquiries). A Text Relay operator will join the call and assist by using a text phone to talk to you, while speaking to our representative.
You can find out more information about Text Relay services.
Calls are recorded for our mutual security, training and monitoring purposes.
Get in touch
M&S Bank
PO Box 325
Wymondham
NR18 8GW
Savings & investments
Please note: We may take a little longer than usual to answer your call at this time. If you need to speak with us and your query is not urgent you may wish to call back later. Alternatively, you can log in to Internet Banking or our app where you can check your balance, view statements and transactions and make online payments. We apologise for any inconvenience.
Give us a call
Speak to one of our customer support team
Everyday Savings Account
Account opening: Please call 0808 001 3131 Lines are open 8am-8pm
Existing customers: Please call 0345 600 5860 Lines are open 8am-8pm
Cash ISA
Account opening: Please call 0808 002 2222
Existing customers: Please call 0800 028 2824
Lines are open 8am-6pm Monday to Friday (closed weekends and public holidays). Calls are recorded.
Fixed Rate Savings
All enquiries: Please call 0808 001 1111
Lines are open 8am-6pm Monday to Friday (closed weekends and public holidays). Calls are recorded.
Investments
All enquiries: Please call 0808 005 5555
Lines are open 8am-6pm Monday to Friday (closed weekends and public holidays). Calls are recorded.
Fax
Accessible ways to contact us
British Sign Language video relay service Monday to Friday: 8am-6pm
Text Relay
We accept calls from Text Relay. This is a useful service if you are deaf, hard of hearing or speech impaired.
Text Relay is a national telephone relay service which facilitates calls between text phone users and someone using a standard telephone.
If you wish to contact us using the Text Relay service please use the prefix 1 8 0 0 1 with any of our standard contact numbers (eg 1 8 0 0 1 0345 900 0900 for general banking enquiries). A Text Relay operator will join the call and assist by using a text phone to talk to you, while speaking to our representative.
You can find out more information about Text Relay services.
Calls are recorded for our mutual security, training and monitoring purposes.
Get in touch
M&S Bank
PO Box 329
Wymondham
NR18 8HA
Chat with us online
If you're already registered for digital banking, then a quick and easy way to get in touch with us for any account specific queries is to use our 'Chat with us' service. This can be found within the M&S Banking App or within Internet Banking and is available 24 hours a day, 7 days a week.
For those more straightforward banking queries, MOBI, our virtual assistant, will try to help you first. If MOBI can't answer your query, MOBI will seamlessly transfer your chat to an agent, who'll get back to you with an answer as soon as they can.
You can 'Chat with us' via...
Mobile banking app†
You can 'Chat with us' on the M&S Banking App. Here's how:
- Sign in to the M&S Banking App
- Select 'Support'
- Then select 'Chat with us'
Internet Banking
You can 'Chat with us' within Internet Banking. Here's how:
- Sign into Internet Banking
- Click the 'Chat' icon from selected pages when signed in
What else do I need to know...
Why use the 'Chat with us' service?
'Chat with us' is here to help you no matter what time of day or night so you can contact us at a time that suits you, even when our phone lines are closed.
When you send us a message in chat, our virtual M&S Banking assistant, MOBI, can respond instantly and give you information on how to resolve your query. For account specific queries, if you’re signed in to Digital Banking, MOBI will seamlessly transfer your query to an agent who'll get back to you as soon as possible.
If you’re using our app and have push notifications enabled, we will send you a notification to let you know when we have responded to your query, so you can carry on with your day and read the response at a time that’s convenient for you.
How do I start a chat?
Chat with us' can be accessed via the M&S Banking App under the ‘Support’ tab or in Internet Banking using the ‘Chat’ tab in the bottom right side of your screen. As you’ve already signed in and verified your identity, all your chats are secure and protected.
When asking your question:
- Start your question with ‘what’, ‘where’, ‘when’, ‘why’ or ‘how’
- Use between 3 and 15 words
- Only ask one question at a time
Keeping your query simple helps us to give you the most relevant answer to your question. If MOBI doesn’t understand your question you may be given some response options based on key words you have used. You can also try rephrasing the question or make it more concise. If MOBI is still unsure what the question is, you’ll be transferred to chat with an agent instead.
Meet MOBI
If you're new to MOBI, our virtual assistant, or if you're unsure about how chat works, you can take our guided tour. Simply type "Get me started" in the chat, and MOBI will demonstrate how to ask questions and how they'll be answered, helping you become more comfortable using chat in the future.
What can I do via 'Chat with us'?
We are here when you need us and can help via chat the same way we can over the phone with most* queries.
MOBI is trained to give instant answers to your questions and can advise on a huge range of topics including:
- Creating a Direct Debit
- How to view, unlock or change your PIN
- How to pay your card
- How to reset your digital banking password
- Disputed transactions
- Balance transfers
While our chat agents can help with more complex queries such as:
- Requesting a settlement figure on your loan
- Card declines
- Lost or stolen cards
- When your promotional offer ends
- Balance transfer queries
- Amending a Direct Debit
- Unrecognised transactions
If you ever need to ask us something, using ‘Chat with us’ can be a more convenient way to connect with us.
*Some service limitations apply
How long can I view my chats for?
Your chat history will be stored securely in the banking app and Internet Banking and be visible for 13 months.
†Make sure you're using the latest version of our app to ensure that all of our support features are available to you.
Need help getting back on Mobile or Internet Banking?
Existing customers can use our handy Mobile and Internet Banking access tool.
Travel insurance
Please note: We may take a little longer than usual to answer your call at this time. If you need to speak with us and your query is not urgent you may wish to call back later. Alternatively, you can log in to Internet Banking or our app where you can check your balance, view statements and transactions and make online payments. We apologise for any inconvenience.
Give us a call
Speak to one of our customer support team
Customer Services
Please call 0800 051 6670 Lines are open 8am-6pm Monday to Friday: 8am-4pm Saturday
Complaints
Please call 0800 056 3394 Lines are open 8am-6pm Monday to Friday: 8am-4pm Saturday
Emergency Medical Assistance
Please call 0800 051 6561 or +44 160 360 4906 from abroad.
Calls are recorded for our mutual security, training and monitoring purposes.
Contact us by post
Customer Services/Claims/Complaints
M&S Travel Insurance Customer Care Team
Customer Service Centre
PO Box 7463
Perth
PH2 0YX