M&S Bank

[Cookham v Coronavirus]

I know the impact of Covid-19 is being felt right across the nation and I truly hope you, your family and your friends remain safe and well.

Our primary focus is to support you through this difficult time and so I wanted to contact you to let you know about the support we’re providing to our customers financially impacted by Covid-19.

I also wanted to let you know about some changes we’re making to our telephony operating hours to enable us to better support customers at peak times and how you can service your account online and via mobile.

Supporting customers financially impacted by Covid-19:

We have put in place a range of measures to support customers financially impacted as a result of Covid-19 and can offer a dedicated package of financial support, dependent on your circumstances.

You can find more information on the Covid-19 page on our website. If you’re facing financial difficulties or think that Covid-19 will affect your financial situation, please do get in touch.

Supporting customers with travel concerns:

On the Covid-19 page you will also find information to support M&S Travel Insurance customers, including a range of scenarios to explain your rights. In addition, the page includes guidance on how to raise a payment dispute claim, should you need to do so.

Account servicing:

From Saturday, we’re changing the operating hours of our telephony support team, which will be available from 8AM–8PM each day. This change will enable us to help more customers at peak times, while also supporting the wellbeing of our colleagues at this time.

We are naturally seeing a higher volume of calls as we support customers impacted by Covid-19, and it’s important that our phone lines are available to support those who need immediate support. However, you can complete many of your everyday banking needs online, if you haven’t already done so you can follow the guide to register for internet banking on our website. Once you’ve done this, you can also download the M&S Banking app on compatible devices.

Staying safe:

Unfortunately, some criminals may use Covid-19 as an opportunity to defraud customers. This includes offering medical products, guidance or a safe haven for money. Please remain vigilant and remember that we will never ask you to move money to a ‘safe’ account.

Thank you: