Training Example: M&S Bank – Review the Data, Give Your Score & Compare to the Real AI Evaluation

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A refreshing way to bank...

M&S Credit Card customers can enjoy the new and improved M&S Bank app.

Download now

What's new?

Check out the latest borrowing options and offers for M&S Bank customers.

Already have a product with M&S Bank?

We’re here to help.

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We've got lots to offer

Learn more about the perks available to M&S Bank customers.

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Styled for your ride

Whether you have your sights set on your dream car, are planning your wedding, or are making your house a home, choose a loan that suits your future plans.

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Rewarding credit options

Rewarding credit options This link will open in new window

Whether you’re looking to earn Rewards, transfer a balance or get help on purchases, we have a card to suit your needs.
24.9% APR Representative (variable)

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Club Rewards

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Boost your Rewards and unlock yearly perks by adding a Club Rewards subscription to your M&S Credit Card.

Apply now
Apply now Apply now for M&S Club Rewards This link will open in new window

[H3] Entertain the family for less

We know how hard it can be to think of things to do to keep your little ones amused. Read our recommendations for affordable family activities.

Read our guide
Read our guide Read our guide on how to entertain the family for less

[H3] Entertain the family for less

We know how hard it can be to think of things to do to keep your little ones amused. Read our recommendations for affordable family activities.

Read our guide
Read our guide Read our guide on how to entertain the family for less

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You tap. We treat.

Earn Rewards points, which count towards M&S vouchers, when you spend with an M&S Credit Card.
24.9% APR Representative (variable)

See available Rewards

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How can we help you today?

We want to help you find what you're looking for.

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24/7 Chat support

Our Chat service is here to help with your account specific queries, all day, every day. Get in touch with us via the M&S Bank app.

Chat with us

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Help is on hand

Browse featured topics, find answers to frequently asked questions and ways to contact us via the help centre.

Find help

[H3] Continue your credit card application

If you've recently submitted a M&S Credit Card application and have a received an email to complete your application, you can now continue through to your agreement.

Complete agreement
Complete agreement This link will open in new window

[H3] Continue your credit card application

If you've recently submitted a M&S Credit Card application and have a received an email to complete your application, you can now continue through to your agreement.

Complete agreement
Complete agreement This link will open in new window

This link will open in new window

[IMG: Protecting Your Money. FSCS protected.]

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Bank with confidence

M&S Bank is covered by the Financial Services Compensation Scheme (FSCS). The FSCS can pay compensation to depositors if a bank is unable to meet its financial obligations.

Learn more about FSCS protection

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Contact us

Have a question? We’re always happy to help.

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Chat with us

If you hold an M&S Credit Card, M&S Personal Loan (with loan sort code and account number starting 40) or an Everyday Savings Account you can download the M&S Bank app and Chat with us.

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M&S Bank app

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Online Banking

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Website

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Why use Chat?

Sign in to the app.
Scroll to the bottom of the screen, then select 'Start a Chat’.
Chat with MOBI, our virtual assistant, or a member of our team about your account. If you’re unsure on how Chat works you can take our guided tour. Simply type "Get me started" in the Chat.
Your Chat history will be visible and stored securely in the app, for 13 months.
Don't have the app? Find out how to download the M&S Bank app.

Sign into Online Banking.
Click the 'Chat' icon from selected pages when signed in.
Chat with MOBI, our virtual assistant, or a member of our team about your account. If you’re unsure on how Chat works you can take our guided tour. Simply type "Get me started" in the Chat.
Your Chat history will be visible and stored securely in Online Banking, for 13 months.
Not registered? Find out how to download the M&S Bank app.

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.
Don't have the app? Find out how to download the M&S Bank app.

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Video script

Chat with us
Are evenings the only time you have to do your life admin?
Or you find you’re not in a convenient place to talk about personal information?
Maybe you find talking over the phone challenging?
We have a solution…
You can ‘Chat with us’ at any time in M&S Digital Banking.†
Where you can confidentially ask questions about account queries you may have.
(hand holding phone with messages saying: I have an unrecognised transaction, can I change my Direct Debit amount, How can I change my payment due date)
If your query is straightforward, it will be answered by MOBI, our virtual assistant.
Or you'll be connected to one of the team to help.
‘Chat with us’ is available 24 hours, 7 days a week, 365 days a year.
So there's always a time…
And a place, that’s convenient for you.
We can also send you notifications when you have a response waiting.*
*Available in the M&S Banking App. Make sure you turn on your notifications
Allowing you to simply get on with life.
Thank you for watching
†Available on compatible devices for main card holders.

[H3] M&S Bank app

Sign in to the app.
Scroll to the bottom of the screen, then select 'Start a Chat’.
Chat with MOBI, our virtual assistant, or a member of our team about your account. If you’re unsure on how Chat works you can take our guided tour. Simply type "Get me started" in the Chat.
Your Chat history will be visible and stored securely in the app, for 13 months.
Don't have the app? Find out how to download the M&S Bank app.

[H3] Online Banking

Sign into Online Banking.
Click the 'Chat' icon from selected pages when signed in.
Chat with MOBI, our virtual assistant, or a member of our team about your account. If you’re unsure on how Chat works you can take our guided tour. Simply type "Get me started" in the Chat.
Your Chat history will be visible and stored securely in Online Banking, for 13 months.
Not registered? Find out how to download the M&S Bank app.

[H3] 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.
Don't have the app? Find out how to download the M&S Bank app.

[H3] Why use Chat?

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Video script

Chat with us
Are evenings the only time you have to do your life admin?
Or you find you’re not in a convenient place to talk about personal information?
Maybe you find talking over the phone challenging?
We have a solution…
You can ‘Chat with us’ at any time in M&S Digital Banking.†
Where you can confidentially ask questions about account queries you may have.
(hand holding phone with messages saying: I have an unrecognised transaction, can I change my Direct Debit amount, How can I change my payment due date)
If your query is straightforward, it will be answered by MOBI, our virtual assistant.
Or you'll be connected to one of the team to help.
‘Chat with us’ is available 24 hours, 7 days a week, 365 days a year.
So there's always a time…
And a place, that’s convenient for you.
We can also send you notifications when you have a response waiting.*
*Available in the M&S Banking App. Make sure you turn on your notifications
Allowing you to simply get on with life.
Thank you for watching
†Available on compatible devices for main card holders.

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Other ways to contact us

What product or service does your query relate to?

[H3] Credit Card

Close my account

Make a balance transfer

Access digital banking

Dispute a transaction

Manage my credit limit

Activate my card

Make a payment

Amend my direct debit

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Phone

Speak to one of our customer support team by calling 0345 900 0900 or +44 (0)1244 879080 from abroad. Lines are open 8am – 8pm Monday to Sunday.
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.

[H3] Loans

Manage your loan

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Phone

Speak to one of our customer support team by calling 0800 363 400 or +44 (0)1244 879080 from abroad. Lines are open 8am – 8pm Monday to Friday, 8am – 7pm Saturday and 10am – 6pm Sunday.
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.

[H3] Club Rewards

Club Rewards member FAQs

Club Rewards member FAQs This link will open in new window

Cancel Club Rewards

Cancel Club Rewards This link will open in new window

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Phone

Speak to one of our customer support team by calling 0345 900 0900 or +44 (0)1244 879080 from abroad. Lines are open 8am – 8pm Monday to Sunday.
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.

[H3] Savings & Investments

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Phone

Speak to one of our customer support team by choosing from the options below.
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.

[H5] Everyday Savings Account

Account opening: 0808 001 3131. Lines are open 8am - 8pm Monday to Sunday.
Existing customers: 0345 900 0900 or +44 (0)1244 879080 from abroad. Lines are open 8am - 8pm Monday to Sunday.

[H5] Cash ISA

Account opening: 0808 002 2222. Lines are open 8am - 6pm Monday to Friday (closed weekends and public holidays).
Existing customers: 0800 028 2824 or +44 (0)1244 879080 from abroad. Lines are open 8am - 6pm Monday to Friday (closed weekends and public holidays).

[H5] Fixed Rate Savings

0808 001 1111 or +44 (0)1244 879080 from abroad. Lines are open 8am - 6pm Monday to Friday (closed weekends and public holidays).

[H5] Investments

0808 005 5555 or +44 (0)1244 879080 from abroad. Lines are open 8am - 6pm Monday to Friday (closed weekends and public holidays).

[H3] Making a complaint

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Phone

Speak to one of our customer support team by calling 0345 900 0900 or +44 (0)1244 879080 from abroad. Lines are open 8am – 8pm Monday to Sunday.
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.

[H3] Bereavement support

Notify us of a death

Apply for probate

Bereavement support page

Financial considerations page

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Phone

Speak to one of our customer support team by calling 0345 900 0900 or +44 (0)1244 879080 from abroad. Lines are open 9am – 5pm Monday to Friday.

[H3] Insurance

What insurance does your query relate to?

[H4] Car

Manage your policy

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Online

Service your car insurance online

Service your car insurance online This link will open in new window

Please call us if you need to cancel your policy or make a claim.

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Phone

Speak to one of our customer support team by choosing from the options below.

[H6] Customer services & complaints

0344 412 2157. Lines are open 8am – 8pm Monday to Friday, 8am – 6pm Saturday and 10am – 4pm Sunday.

[H6] Claims

0344 512 2160. Lines are open 24 hours a day, 365 days a year.

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Post

[H5] Customer services/Complaints Fusion House Bretton Way Peterborough PE3 8BG

[H4] Pet

Manage your policy

Make a claim for a new condition

Track ongoing claim

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Online

You can email mandspet@uk.rsagroup.com

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Phone

0800 980 8740. Lines are open 9am – 5pm Monday to Friday (closed public holidays).

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Post

[H5] M&S Pet Insurance
Customer Relations Team PO BOX 255 Wymondham NR18 8DP

[H4] Home

Manage your policy

Make a claim

Make a claim This link will open in new window

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Phone

Speak to one of our customer support team by choosing from the options below.

[H6] Claims

0800 051 2556. Lines are open 24 hours a day, 365 days a year.

[H6] Home emergency claims

0800 051 2556. Lines are open 24 hours a day, 365 days a year.

[H6] Customer services

0800 015 7760. Lines are open 8am – 8pm Monday to Friday, 9am – 6pm Saturday and 10am – 2pm Sunday.

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Post

Customer services M&S Home Insurance Aviva Pitheavlis Perth PH2 0NH

Home Emergency Claims Team HomeServe Membership Limited Cable Drive Walsall WS2 7BN

[H4] Travel

Manage your policy

Make a claim

Find travel advice

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Phone

Speak to one of our customer support team by choosing from the options below.

[H6] Customer services

0800 051 6670. Lines are open 8am – 8pm Monday to Friday, 9am – 6pm Saturday and 10am – 2pm Sunday.

[H6] Claims

0800 051 4780 or +44 1603 603 783 from abroad. Lines are open 8am – 8pm Monday to Friday, 8am – 4pm Saturday (closed Sunday).

[H6] Emergency medical assistance

0800 051 6561 or +44 160 360 4906 from abroad. Lines are open 24 hours a day, 365 days a year.

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Post

Customer services/Claims/Complaints M&S Travel Insurance Customer Care Team Customer Services Centre PO BOX 7463 Perth PH2 0YX

[H3] Accessible ways to contact us

We accept calls from SignVideo and Relay UK. Visit our speech support page to find out more.

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Post

M&S Bank PO BOX 325 Wymondham NR18 8GW

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Earn Rewards with your credit card

As an existing M&S Credit Cardholder, spend on your credit card and enjoy the Rewards

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Receive your M&S Credit Card Rewards digitally!

You can access your M&S Credit Card Rewards online anytime in Sparks on the M&S app or in your M&S Account at marksandspencer.com. To get started, you’ll need to be registered for an M&S account and M&S Bank Digital Banking.

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Why go digital?

Never lose a paper voucher again.

Track how many Rewards points you have in the M&S app or marksandspencer.com.

Credit Card Rewards and personalised Sparks offers - all at your fingertips with the M&S app.

Receive an annual birthday treat.^

A thank you treat every year sent around the month of your credit card anniversary.

Get reminders when your Rewards vouchers are available, so you never miss a thing.

Learn more about Digital Rewards
Learn more about Digital Rewards This link will open in new window

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How do credit card Rewards points work?

As an M&S Credit Cardholder you can collect Loyalty Rewards points when you shop using your M&S Credit Card. These points are converted into M&S vouchers for you to redeem at M&S Stores or marksandspencer.com.
The amount of points you earn per pounds spent on your M&S Credit Card depends on which M&S Credit Card offer you have.

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See how many Rewards points you could earn with your M&S Credit Card

[H3] How many Rewards points will I earn on my M&S Rewards Credit Card?

With an M&S Rewards Credit Card, you’ll receive 1 point†  per £1 spent at M&S in store or online. You’ll also receive 1 point† per £5 spent elsewhere. E.g. petrol, going out or travel.

[H3] How many Rewards points will I earn on my M&S Purchase Plus Credit Card?

With an M&S Purchase Plus Credit Card, you’ll receive 1 point † for every £5 spent, either at M&S or elsewhere. When you spend on your M&S Purchase Plus Credit Card outside of M&S, a minimum transaction value of £5 is required to earn points.

[H3] How many Rewards points will I earn on my M&S Transfer Plus Credit Card?

With an M&S Transfer Plus Credit Card, you’ll receive 1 point† for every £5 spent, either at M&S or elsewhere. When you spend on your M&S Transfer Plus Credit Card outside of M&S, a minimum transaction value of £5 is required to earn points.

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When do I receive my Rewards?

[H3] Digital Rewards
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Rewards vouchers are usually available in Sparks on the M&S app or in your M&S account at marksandspencer.com in: March, June, September and December.
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[H3] Paper Rewards
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Reward vouchers sent as part of your quarterly rewards mailer will arrive in the post in: February, May, August and November.

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Need more support with your rewards?

[H3] How can I check how many Rewards points I have?

If you're an existing M&S Credit Cardholder, you can check how many Rewards points you have:
In Sparks on the M&S app or at marksandspencer.com within your M&S account, if you receive your Rewards vouchers digitally.
On your digital or paper monthly statement.
By signing in to Internet Banking.
By calling 0345 900 0900 and selecting 1 for Credit Card, 1 again for 'make a payment'. After entering some details about your account, the automated service will provide you with your outstanding balance and number of points.
On your till receipt after making a purchase in a M&S Store.

[H3] When will I receive my Rewards vouchers?

You'll receive any M&S vouchers you've earned four times a year. Digital Rewards vouchers are usually available in Sparks in the M&S app or in your M&S account at marksandspencer.com in March, June, September and December. Paper Rewards vouchers are sent about 7 weeks later.
You will see your Rewards points balance reduce on your statement before you've received the M&S vouchers.
Remember, you need at least 200 Rewards points to receive an M&S voucher. Anything less will be carried over for next time.

[H3] How can I receive credit card Rewards online?

You can connect your M&S account with your M&S Credit Card account, so that you can use your Rewards vouchers digitally and benefit further with the Sparks loyalty programme. You can access these in Sparks in the M&S app or in your M&S account at marksandspencer.com.

Learn more about Digital Rewards
Learn more about Digital Rewards This link will open in new window

[H3] I've lost/had my vouchers stolen, can I receive new ones?

If your paper M&S Rewards voucher has been lost or stolen, get in touch and we'll see what we can do.
To avoid losing vouchers in future, sign up to Credit Card Rewards online and receive your M&S Rewards vouchers in your Sparks account in the M&S app or at marksandspencer.com.

[H3] My Rewards vouchers won't work, what do I do?

Each M&S Rewards voucher has its own expiry date and can only be used once.
If you’re still receiving paper Reward vouchers, make sure that the voucher you’re trying to use is in date and that you’ve not already redeemed it.
If you're still having trouble using your digital or paper vouchers, get in touch and we'll see what we can do.

[H3] Do Rewards voucher expire?

Rewards vouchers do expire. Paper Rewards vouchers are valid for 15 months. Digital Rewards vouchers in your Sparks account are valid for 17 months, as they're displayed earlier which gives you a bit more time to use them.

[H3] Why have I received my vouchers in the post when I have switched to receive my Rewards digitally?

You might find you're sent both paper and digital vouchers for a short time, just while we switch you over. You can only use each voucher once, so if you're using your digital vouchers, you can recycle the paper ones.
Club Rewards customers will still receive their hot drinks vouchers, clothing, home and food vouchers, and birthday treats in the post.

[H3] What is Sparks?

Sparks is our M&S customer reward scheme, giving you the chance to earn money into your digital Sparks wallet when you shop personalised offers. Enjoy:
An annual birthday treat.
Hot drinks stamps at the M&S café – so when you buy 6 hot drinks, you’ll get your 7th free!
A donation to a charity of your choice each time you shop and scan your Sparks card.
Learn more about Sparks or browse Sparks FAQs.

Not an M&S Credit Cardholder?
Apply now to start earning your rewards. Credit is subject to status. T&C's apply. Representative 24.9% APR variable

Compare our credit cards

[IMG: Club Rewards logo - Giving you more of the things you love]

M&S Club Rewards
Enjoy more of what M&S has to offer by subscribing to M&S Club Rewards for just £10 a month

Apply now

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Important documents

M&S Loyalty T&Cs PDF

You may require Adobe PDF reader to view PDF documents. Download Adobe Reader

*M&S Rewards points cannot be earned on balance transfers, cash advances/withdrawals, interest charges, M&S Travel Money, foreign currency or M&S rewards vouchers.
† Based on the M&S Credit Card offer, excluding any additional offers.

^If you hold an M&S Credit Card, so long as your credit card account remains open and up to date on repayments, you will be offered a birthday treat through Sparks on the M&S app. The Birthday Treat offer displayed in the M&S App will show if you've been selected to choose from our premium (best) range of treats. If you've only recently updated your date of birth, bear with us as it can take some time for our records to update, and if you've registered it within 35 days of your birthday you might not receive a treat this year.

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Update your contact details

Are your contact details up to date? If not, you can follow the steps below

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How do I update my contact details within the M&S Bank app?

If you use our app, you can update your contact details by following the below steps:
Sign into the app, tap the menu button in the top right corner, then the profile icon.
Select ‘Update personal details’ then select ‘Contact details’
Select any missing or out of date details you need to update, click 'Edit' and follow the instructions on screen
Next, press save and authenticate using your face, fingerprint or your Digital M&S PASS PIN
That's it! Your changes have now been made.

[H4] Video Script

Update your contact details using the M&S Banking App
If you’ve recently changed your contact details, like your phone number, email or address, it’s important that you update them in our app too.
Available on compatible devices for main cardholders.
Simply open the app and sign in using your face, fingerprint or Digital M&S PASS PIN.
Select the menu icon in the top right corner of your screen. Tap the ‘Profile’ icon and select ‘Update your personal details’.
Tap ‘Contact details’ and select the details you need to update.
To update your address, type in your postcode and press ‘Search’.
Then, select your address from the results, press 'Update address'
If your address does not appear you can enter it manually. Customers with foreign or British Armed Forces address need to call us
and authenticate using face, fingerprint or your Digital M&S PASS PIN.
To update your phone number or email address, simply enter your up-to-date details and tap 'Continue'.
Then authenticate using your face, fingerprint or your Digital M&S PASS PIN.
That’s it – your changes have now been made.
Thank you for watching
Available on compatible devices for main cardholders.

[H3] Updating your number to set up the banking app

If you’re trying to set up the M&S Bank app and see a message asking you to call us, or 'No mobile number found', get in touch using our contact us page.
Please note, we add a short delay after you update your contact details to confirm the change was made by you. During this time, you may still see ‘No mobile number found’ when setting up the app.

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How do I update my contact details in Online Banking?

It's easy to update your contact details within Online Banking.
Simply 'Sign in' to Online Banking
Select 'Update your personal details' under 'Quick links'. Find the details you'd like to update and select 'Edit'
Follow the instructions on the screen. You will need your M&S PASS to verify your changes

[H3] How to use your Digital M&S PASS (within the banking app)

Launch your M&S Bank app.
Tap the 'Generate security code' option at the bottom of the page, and then select 'Re-authentication code'.
Enter your 6-digit Digital M&S PASS PIN, or use your face or fingerprint to generate a single use 6-digit security code.
Enter this code on the Online Banking screen.
Press 'update'.

That’s it! Your changes have now been made.

[H3] How to verify changes using a physical M&S PASS

Press and hold down the green button (bottom right hand) for 2 seconds to turn on your M&S PASS.
Enter your PIN, then the screen display will show 'Hello'.
Press the number 3 button to generate a code.
Enter the code into the box provided on the Online Banking screen.
Press 'update'.

That’s it! Your changes have now been made.

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Not yet registered for digital banking?

Find out how to download and set up the M&S Bank app.

Learn more
Learn more Learn more about digital banking

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How do I update my contact details over the phone?

If you or an additional cardholder need to update your contact details, get in touch using our contact us page.

[H2]
Forgotten your Online Banking details?

Learn more
Learn more Learn more about how to retrieve your online banking details