Tried several times to do the digital logon which managed to complete just days before the offer ran out. However more user error and they really need to remember their customers raised in the very... See more
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
Very small credit limit & got refused an increase even though I make several payments each month! I cannot understand why this would be. My credit score is extremely high.
Company replied
I've had the card for a while now and easy to use, I was offered 12 month 0% balance transfer, and was easy to do. Only thing I dont like is m&s have withdrawn being able to make a payment with my... See more
Company replied
I have only had the card a short while. I really like how I can access my statement online instantly. Another amazing feature I really like is how I get a notification for every transaction that go... See more
Company replied
Company details
Written by the company
M&S Bank launched in Autumn 2012, built on the foundations of M&S Money, which provided a range of financial products and great customer service for over 25 years. We aim to put you first and provide straightforward financial products and great customer service. We’re committed to building lasting relationships with everyone who banks with us by being truly focused on you, the customer.
Contact info
M&S Bank, PO Box 325, NR18 8GW, Wymondham, United Kingdom
- bank.marksandspencer.com
3.9
Great
3K reviews
Replied to 99% of negative reviews
Typically replies within 24 hours
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£10k fraud refunded, but serious failures in prevention and response
I was a recent victim of a £10k balance transfer fraud after being deceived by someone impersonating M&S Bank. Although the bank refunded the full amount and fees, this does not change the fact that the transaction should never have been allowed to go through in the first place.
This was a completely out of the ordinary transaction for my 35-year account; a large, first-time balance transfer to a 3rd party, yet it was processed without any meaningful secondary checks or intervention. I was later told by the bank's investigation and complaints handlers that this type of scam is being seen with increasing frequency, which makes the lack of effective safeguards even more concerning.
Trying to report the fraud was frustrating. Calls to 'Customer Services' were disconnected, and there was a stressful delay of several days before I received any meaningful update. At a time when customers are most vulnerable, the support provided fell well below what I would have expected, especially in light of my longevity with the bank.
While the financial loss was eventually corrected, the overall experience highlights weaknesses in both fraud prevention and customer handling. As a long-standing customer, this has significantly undermined my confidence in the bank. A brand once synonymous with 'customer care' has proven to be anything but.
April 10, 2026
Unprompted review
Reply from M&S Credit Card
Hi there. Thank you for taking the time to share your feedback. We’re genuinely sorry to hear that your experience with us didn’t meet expectations. We understand that a matter such as this can undermine confidence, and we’re constantly striving to improve our services to customers by being not only open to feed back, but at looking to new ways for improvement. We really value your comments and are committed to treating every customer with respect, empathy, and professionalism, especially when things are challenging. Thanks again, and have a good afternoon. - Morag
Zero customer care
Zero customer care, awful app, incorrect information, unreasonable charges
April 10, 2026
Unprompted review
Reply from M&S Credit Card
Hi, Zoe. Thanks for leaving a review. We're really sorry to hear you're dissatisfied with our service, and we're here to help if there's anything we can resolve or improve. You can contact customer support through the Chat feature on online banking, or find all the ways to get in touch with us on the ‘Contact us’ page of our website. Thanks again, Morag
Payment of M&S credit card
Paying off my M&S card much more difficult now, it used to be easy. Have decided not to use this card any longer
April 10, 2026
Unprompted review
Reply from M&S Credit Card
Hi, Teresa. Thanks for your review. We're sorry you're concerned about the recent changes in our payments methods. The quickest and most secure way to send payments to us is direct from your bank. Our digital channels offer a Pay by Bank Service, or you could set up a bill payment on your bank account. If you’d like to set up a bill payment, you’ll find the sort code, account number, and reference you need on your statement. We really value your feedback, and if you need any help or support with your banking please get in touch using our online chat service, or by giving us a call using the number on the reverse of your card. Thanks again, Morag
allowed my data to be hacked & no more cash payments
M&S allowed my data to be hacked, goving all my personal details to scammers to be sold on indefinitely. Instead of an apology, they stopped our ability to make any c.card payments in cash. Now stopping payment by debit card too. Bring back cash and stop punishing the clients you should be apologising to
January 16, 2026
Unprompted review
Reply from M&S Credit Card
Hi Kim, thank you for taking the time to share your feedback. We’re sorry to hear about your concerns. We’d like to reassure you that M&S Bank customer data was not impacted by the cyber incident that impacted M&S last year and safeguarding our customers’ personal information remains one of our top priorities.
We appreciate you sharing how the recent changes to payment options has affected your experience. We still offer many convenient and secure ways to pay your credit card such as setting up a direct debit. We would be happy to help if you need anything further, please get in touch via Chat using the M&S Bank app or by calling the number on the back of your card. - Elena
M&S Credit card payment changes
I have always used the debit card payment feature. I do not want to lose it,! If the change goes ahead i will consider ceasing my account.
April 10, 2026
Unprompted review
Reply from M&S Credit Card
Hi Mr Evans, thank you for taking the time to leave feedback. We want to reassure you that there are still plenty of ways to make payments on your M&S Credit Card, including setting up a Direct Debit or using Pay by Bank. These options are designed to make managing payments simple and secure.
If you’d like to discuss the payment options available or need help setting one up, we are happy to help. Please get in touch with our Customer Services team through Chat in the M&S Bank app or by calling the number on the back of your card. Thanks - Elena
M and S bank are in chaos
M and S bank are definitely in problems.
Reviewed yesterday as problems with App and chat and now it appears that my payment methods have been deleted.
Had a reply via Trustpilot that restated the original message which was the problem. They had not read the complaint at all and directed me to chat again!!!!!!!!
April 10, 2026
Unprompted review
Reply from M&S Credit Card
Hello Mr Richards, sorry to hear about the issues you've been having. We want to reassure you that there are still plenty of ways to make payments on your M&S Credit Card, including setting up a Direct Debit or using Pay by Bank.
If you’d like to discuss the payment options available or need help setting one up, we are happy to help. Please get in touch with our team through Chat, or by calling the number on the back of your card. Thanks - Elena
Sent me an email saying I must pay my…
Sent me an email saying I must pay my credit card bill quickly..
I don't have any outstanding amount..
Annoyed
April 10, 2026
Unprompted review
Reply from M&S Credit Card
Hello, we'd like to look into this for you. Please get in touch with our team through Chat, using the M&S Bank app, or by calling the number on the back of your card, so we can review this and resolve any concerns as quickly as possible. Thanks - Elena
M&S had decided to cease to accept…
M&S had decided to cease to accept Debit Card payments. Terrible decision, with no consultation. I will be withdrawing my custom.
UPDATE: M&S have left a reply below. That reply only already states what they told customers by email previously. They've have been better not replying because they aren't actually listening to customer feedback.
I say again, terrible decision, with no consultation. I will be withdrawing my custom.
April 10, 2026
Unprompted review
Reply from M&S Credit Card
Hi, Cris. Thanks for getting in touch. We're sorry to hear you’re unhappy that the debit card payment option has been removed from online banking. The most secure way to make a payment to us is by bank transfer. You can use the Pay by Bank option online, or set up a bill payment through your bank account. If you’d like to set up a bill payment, you’ll find the sort code, account number, and payment reference you need on your statement. This also means your payment should reach us within a couple of hours, rather than waiting for the clearing times that apply to debit card payments. We appreciate you getting in touch, and thanks again for your feedback. - Morag
On the M&S merrygoround!
M&S is still sending me round in circeles with there changes to the way THEY do things. They are still given NO consideration to all the things that I have alrady told them and are still sending me round the same rigmarole, even though I have tried to do things as they want, so I am not very happy today... If by some miracle the things I have already done have actually worked then my feelings would be very different.
April 10, 2026
Unprompted review
Reply from M&S Credit Card
Hi, Lorna. Thanks for your review. We're sorry to hear things aren't going as well as you'd hoped. If you need assistance though, please reach out for support. You can contact customer support through the Chat feature on online banking, or find all the ways to get in touch with us on the ‘Contact us’ page of our website. Thanks again for taking the time to get in touch. - Morag
Nice experience with M&S Bal. Transfer
I have been invited to take all open balances to M&S Credit Card to have 15 months of interest free time. I have been accepted for all amounts without any huzzle. The fee for this balance tranfers was also affordable, so I have been happy with all my experiences. Thank you M&S
March 25, 2026
Unprompted review
Reply from M&S Credit Card
Hi Olaf, This is great news you were able to benefit for the balance transfers. Thank you for leaving this feedback. So nice to hear of your positive experience. - Kim
Absolute garbage service
Absolute garbage service. Paid for my items in full, only for them to put a pending charge on my account for over £618 for weeks now! AVOID these credit card clowns.
March 12, 2026
Unprompted review
Reply from M&S Credit Card
Hi, We’re sorry to hear things haven’t gone as expected. If you’d be happy to get in touch, we’d really like the chance to investigate this further and sort things out for you. If you have digital banking, you can contact customer support through our Chat feature. You can find alternative ways to get in touch by visiting the contact us page on our website. Thanks - Kim
Balance transfer- easy and quick
March 30, 2026
Unprompted review
Reply from M&S Credit Card
Hi Evie, Great news to hear that the process was quick and easy. This is how it should be. Thanks for leaving feedback. - Kim
Used a balance transfer offer
Used a balance transfer offer. Easy to navigate and use. A quick and easy transfer
March 30, 2026
Unprompted review
Reply from M&S Credit Card
Hi Amanda, Thanks for the feedback. It's great to hear you are benefitting form the balance transfer offer, also you found navigating everything easy. - Kim
A great offer at a great time to take…
A great offer at a great time to take it up, found the whole process very efficient, easy and quick following the app instructions.
March 23, 2026
Unprompted review
Reply from M&S Credit Card
Hi Roderick, Thanks for the lovely review. It's great to hear the process was efficient and easy, and you are benefitting form the offer. - Kim
Easy process
This was a quick and easy process . I would recommended using M&S app to anyone. The whole process was over in minutes.
March 30, 2026
Unprompted review
Reply from M&S Credit Card
Hi Elizabeth, Thanks for the feedback. This is a great review. We are happy to hear that you love the app and the whole process was easy. - Kim
Balance transfer
Easy and clear information , I'm very happy with my balance transfer
April 2, 2026
Unprompted review
Reply from M&S Credit Card
Hi Jairo, This is great news. It's good to hear you are happy with the balance transfer. Thanks for taking the time to leave feedback. - Kim
I’m really happy with 0% interest on…
I’m really happy with 0% interest on purchases over some good time. I recommend this deal to customers who manage their debt and able to pay on time. Great way of spreading cost at 0% interest.
April 7, 2026
Unprompted review
Reply from M&S Credit Card
Hi Robert, thanks for your review. We’re pleased you’re happy with the 0% interest on purchases and that it’s helped you spread the cost. We appreciate the recommendation, and paying on time is a great way to make the most of the offer. If you need any help, we’re here to support you. Tracy 😀
Everything sorted with no fuss and…
Everything sorted with no fuss and bother really pleased with my credit card
April 1, 2026
Unprompted review
Reply from M&S Credit Card
Hi Mike, Thanks for the feedback. Great to hear all everything was really easy. This is what we like to hear. - Kim
Reply from M&S Credit Card
Hi Stuart, thanks for your review. We’re glad everything was easy and clear. If you need any help in the future, we’re here to support you. Tracy 😀
Easy to use
Easy to use, everything explained clearly, Immediate decision.
March 24, 2026
Unprompted review
Reply from M&S Credit Card
Hi Andrew, Thanks for the feedback. This is great news to hear and how it should be, nice and easy. - Kim
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