Deaf, Hard of Hearing or Speech Impaired

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Health and accessibility
Deaf, hard of hearing and speech support

What support is available?

Video relay

Text relay

M&S Banking App & Internet Banking

Chat with us

Video relay

SignVideo is a remote interpreting company where you can call us through one of SignVideo's British Sign Language (BSL) interpreters.

You can use the service to contact us 8am-6pm Monday to Friday (excluding bank and public holidays) and it is free to use on your computer, smartphone or tablet.

Your video call is relayed there and then using secure technology. Calls will be recorded between your interpreter and M&S Bank for our mutual security, training and monitoring purposes.

Use SignVideo This link will open in new window

Text relay

We accept calls from Relay UK. This is a useful service if you have hearing or speech difficulties allowing you to talk to others over the phone using text.

Relay UK provides the option of downloading and using their app or using a textphone (Minicom / Uniphone).

Using the app

Open the Relay UK app and use the prefix 18001 with any of our standard contact numbers (e.g. 18001 0345 900 0900 for general banking enquiries). A Relay Assistant will join the conversation and support by typing our M&S Bank representatives conversation for you to read in the app. You can reply by typing or speaking as normal.

Use the prefix 18001 with any of our standard contact numbers (e.g. 18001 0345 900 0900 for general banking enquiries). A Relay Assistant will join the call and support by using a textphone to talk to you, while speaking to one of our M&S Bank representatives.

To use the Relay UK app, you’ll need to download and set up their app on your Apple or Android device or on your Windows 10 computer.

For the textphone service, you’ll need a Minicom or Uniphone.

M&S Banking App and Internet Banking

Did you know that digital banking can work in a way that suits you? Especially when you make the most of what your computer, mobile or tablet has to offer through its accessibility settings.

Here’s some of the things you can do online with us that you might find useful:

Make a payment – take control of your finances at a time that suits you by paying your M&S Credit Card in our mobile banking app or through Internet Banking
Change your personal details – keep your contact details up to date via our mobile banking app or Internet Banking
General support – keep up to date with what’s new in our banking app as well as the different support on offer around your finances

I want to learn more about:

Digital accessibility
Mobile banking app
Internet Banking

Chat with us

Our chat service is here to help you all day, every day, so you can contact us at a time and in a way that suits you via our mobile banking app or Internet Banking. MOBI, our chat bot, will try to help you first, and if you need further assistance, MOBI will seamlessly transfer you to an agent who'll reply as soon as they're available.