Managing your account FAQs

Yes, but it depends on if you did a full switch or a partial switch:

If you used CASS and switched your current account in full, then you don’t need to send in a bank statement. You do need to wait at least one day after the switch is complete before doing anything. This ensures your old bank account is closed and allows the redirection of your payment, which triggers a message for us to change your bank details.

To ensure you've got your new current account linked to your Marcus account you'll need to:

1. Wait at least one day after the switch is complete
2. Move £1 from your Marcus account to your old linked account, the payment should automatically redirect to your new current account
3. Your old bank will send us a message to say they’ve forwarded the £1 to your new account
4. We’ll update your details, so all future payments go to your new linked account.

If you used CASS and partially switched your account, please send us a bank statement. This must be dated within the last 3 months. You can upload a bank statement from the ‘My documents’ page.

No, you’ll have the same linked account for all of your Marcus accounts and across all Marcus products.

It depends on how you’ve changed your linked account:

• If you used the UK Current Account Switching Service (CASS), it will take up to 48 hours for your account to be updated.
• If you changed your linked account by uploading a bank statement, it will take up to 7 working days for the switch to complete.

We'll let you know once your details have been updated so you know you can start using your new account. 

When you opened your account, we asked you for the details of a UK personal current account to be your linked account. We perform checks on your linked account when setting up your account. In some cases, we might need extra information and if we do, we’ll email you asking you to verify your linked account.

It’s important for us to complete these checks to meet our regulatory obligations. This also helps to protect you from fraud. Until we’ve done this you won’t be able to make any payments to your account. 

To verify your linked account, you’ll need a copy of your bank statement dated within the last 3 months. You can upload this by:

• Going to your profile (select the person icon on the top right-hand side of your screen)
• Select ‘edit’ next to your linked account
• Choose ‘verify linked account’ from the drop-down menu. Then follow the on-screen instructions to upload a copy of your bank statement.

Alternatively, you can post us your bank statement to our PO Box address:

Marcus UK
PO Box 74787
London
EC4P 4JG

Once we receive your statement, we should be able to verify your linked account in 5 days. We’ll email you once it’s complete. 

To change your linked account, you’ll need a copy of your bank statement dated within the last 3 months which you can upload in the app.

To change your linked account on the app:

• Tap the person icon on the bottom left side of your screen
• Choose ‘linked account’ from the menu options
• Select the ‘change’ link next to your sort code
• Choose ‘Change linked account’ from the dropdown options
• Follow the on-screen instructions to upload your bank statement.

Once you’ve done this the change should take about 7 working days. We’ll email you once it’s complete. 

Your linked account must be a UK current account in your name.

There are some accounts we can’t support as your linked account:

• Accounts where your account provider may transfer your money from an account number and sort code that differs from your individual details.
• Accounts with restrictions, for example that may stop you withdrawing from your Marcus account to it in the future.
• Business accounts.

If you have any questions about accounts we can support, please give our Customer Care Team a call on 0800 085 6789.

We don't automatically close accounts when you withdraw your full balance.

If you would like us to go ahead and close your account, just give our Customer Care Team a call on 0800 085 6789, or +44 203 901 3353 if you’re calling from abroad, and someone will be able to help you. We’re open from 8am to 8pm, Monday to Friday (excluding bank holidays).

You can also close your account by emailing us at [email protected] from the email address you use to log into your Marcus account. Please don’t include any sensitive information in your email, such as your account number, password or PIN. This is important to protect the security of your account. 

To close a 1 Year Fixed Rate Saver, please see the question 'Can I withdraw money from my 1 Year Fixed Rate Saver?'.

If your account has been locked, you’ll need to give our Customer Care Team a call on 0800 085 6789, or +44 203 901 3353 if you’re calling from abroad.

Our opening hours are 8am to 8pm, Monday to Friday (excluding bank holidays).

If you notice any transactions on your account that you don’t recognise, or you’re concerned that someone has unauthorised access to your personal details, security details or information, please call us as soon as possible on 0800 085 6789, or +44 203 901 3353 if you’re calling from abroad. Our lines are open Monday to Friday, 8am to 8pm (excluding bank holidays).

We take the security of your account and finances very seriously. For more information on the measures you can take to protect yourself, please see our security page.

Once available, your annual statement will be added to the ‘My Documents’ section. You can find your annual statement by selecting ‘Documents’ from the top of the page.

You can also log into your Marcus account at any time to check your transaction history. You can download or print your transaction history for your records.

If you need proof of savings (for example to support a mortgage application) you can download a letter with your up-to-date balance and list of transactions online. Log into your Marcus account, click 'View' and select the 'Print transactions' link above your account activity.

We support the latest versions of Google Chrome, Microsoft Edge, Safari and Firefox. It’s important to keep your browser up to date to benefit from all the features of our website, including improvements we’ve made to enhance your online experience and to help keep your device secure. If you’re experiencing issues viewing our website, please check that you’ve updated to the latest browser.

You can select an account nickname from a list of names. For example, if you're saving for a holiday you can select Holiday fund, either online or on our app.

Online

• Login and view the account you'd like to rename.
• Click on ‘Edit’ beside the account name.
• You will then see a list of names, which are displayed alphabetically.
• Click on the new name you would like to change your account to.
• When you confirm your selection, you will see your updated account name.

App

• Login and view the account you'd like to rename.
• Tap on the pencil icon beside the account name.
• You will then be presented with a list of names, which are displayed alphabetically.
• Click on the name you would like to change your account to.
• You will now see a tick to indicate that this is your selected name.
• When you confirm your selection, you will see your updated account name.

Please remember that once you change your account name (e.g. to Holiday fund), you are unable to change it back to the product name (e.g Online Savings Account). 

Changing your account name is optional. We have a list of account nicknames so you can choose the one that best matches your need. 

Depending on how you use your account, we might block or close it.

If you haven’t paid money into your Online Savings account or Cash ISA within 90 days of opening it, we may close your account.

If you haven’t accessed or used your account in 3 years, and there is no money in your account, we may close it. If there is money in the account, we may temporarily block it.

If you haven’t accessed or used your account in 15 years, we may close your account and transfer your money to the unclaimed assets scheme managed by Reclaim Fund Limited. You’ll still be able to get your money back if this happens and should contact us to arrange this.

• If you pay in from your linked account using a bank transfer, it will usually show in your account as soon as we’ve received it. Please allow extra time if you’re moving money on a non-business day.
• If you pay in using a cheque before midday on a business day, your payment will be available within 6 business days of us receiving it.
• If you pay in using a cheque after midday on a business day or at the weekend, your payment will be available in your Marcus account within 7 business days of us receiving it.