FAQs
Answers to the questions you might want to ask
Our Frequently Asked Questions section provides answers to questions most commonly asked by our customers about our products and services. Simply click on your area of interest and the available questions will be displayed.
If you can’t find what you’re looking for you can contact us and we’ll answer your question by phone or email.
Top FAQ’s
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How do I transfer a balance to my M&S Credit Card?
You can transfer a balance from another credit card or storecard over the phone by calling 0845 900 0900, we are available 24 hours a day, 7 days a week. Call us to see if you have a Balance Transfer offer.
You must be the Main Cardholder and you’ll need your M&S Credit Card to hand, along with the details of the other credit card or storecard.
The minimum balance transfer amount is £100 and the maximum is dependent on your credit limit. The balance transfer fee is 2.9%, minimum £5.
Requests for a balance transfer received by us after 8pm will be treated as if they were received the next working day. It can take up to 3 working days, from the day of receipt by M&S Money, for the money to reach your other credit card provider. Written requests can take up to 4 working days.
Who should I call if I have a query about an M&S product or store?
Please call M&S Retail Customer Services on 0845 302 1234.
Can I manage my accounts online?
You can manage your M&S Credit Card account online if you register for My Money Accounts. It only takes a few minutes to register and you’ll be able to check your balance, view your statements, pay your bill and more.
How I’ve forgotten my password or security answer. What should I do?
If you’ve registered for My Money Accounts and forgotten your password, our password reset instructions will tell you what you need to do to get back online.
My reward points have been converted, but I haven’t received my vouchers?
It can take up to 6 weeks from the date we convert your points, up until you receive your reward vouchers in the post. All vouchers are sent out four times a year in February, May, August and November.
How do I make a car insurance claim?
If you need to make a claim, you should call us as soon as possible on 0870 060 1094. Our claims team is here to help you – 24 hours a day, 365 days a year. Make sure you’ve got your policy number when you call.
My reward vouchers have been lost/stolen. What should I do?
Call us on 0845 900 0900 and we’ll cancel the vouchers and add the points back to your account. The points will be carried forward and converted back into vouchers next time.
How do I set up a Direct Debit on my credit card account?
You will need to call us to set up a Direct Debit on 0845 900 0900. We are available 24 hours a day, 7 days a week.
How long does it take for online payments to reach my account?
You should allow three working days for payments to reach your account, unless otherwise stated. Please note that we are not currently able to support the Faster Payments Service that may be offered by your bank.
Using My Money Accounts - our online account management service – you can make a payment using your debit card any time you want, 24 hours a day. It’s simple and secure and you can choose the amount you want to pay.
What interest rates will I receive on my savings?
You can view the latest interest rates for all of our savings products in our Savings Rates section.
