Skip to main content

Accessibility

Making banking accessible for everyone

We want Metro Bank to be accessible to all customers, including people who may require additional support with disabilities, impairments or any other conditions that may affect how they do their day-to-day banking. Here’s some information about the services we provide for our customers who have accessibility needs.

Ways to bank with us

The Metro Bank App

The Metro Bank App

Our App has been designed with accessibility in mind, and we are constantly working to improve it.

Our App is for both personal and business customers. It’s a safe and convenient way to make payments and manage your accounts and cards.

It’s free to register – download the app from the Apple App Store or Google Play Store, and register to get started. Click on one of the links below for more step-by-step details. 

We try and make our app as accessible as possible, however we understand sometimes you may need some extra help, so please get in touch with us if you do, and we’ll be happy to help.

The Metro Bank App for personal customers

The Metro Bank App for business customers

International payments on our App

Online Banking

Online Banking

We have separate Online Banking for personal and business customers. It’s free to register and setup, and once you have, you can make payments, manage your accounts and cards, view your statements and open new accounts from your desktop.

You can either register or log in using one of the links below to get started.

We try and make our Online Banking as accessible as possible, however we understand sometime you may need some extra help, so please get in touch with us if you do. And we’ll be happy to help.

Personal Online Banking

Business and Commercial Online Banking

Servicing features:

Getting started

Show getting started Hide getting started

Category

Feature

Retail

Business

Getting started Registration
  Customer number reminder
  Password/Security number reset

Transactions

Show transactions Hide transactions

Category

Feature

Retail

Business

Transactions View transactions
  Filter transactions and export results to CSV
  Download Annual Statement of Fees
  Download statements 
  View pending transactions
  Approve/Decline e-commerce transactions

Payments

Show payments Hide payments

Category

Feature

Retail

Business

Payments Create new payee
  Make domestic payments
  Payment warnings
  Transfer money
  View/Create/Delete standing order
  View/Create/Delete future payments
  View/Create/Delete direct debits
  Manage your nominated beneficiary (savings accounts)
  Delete payees

Card management

Show card management Hide card management

Category

Feature

Retail

Business

Card management Permanently block and replace card
  Activate new card

Account settings

Show account settings Hide account settings

Category

Feature

Retail

Business

Account settings Change username
  Change account nickname
  Change name
  Change address ×
  Change email address
  Turn paperless statements on/off
  Auto log off

Alerts

Show alerts Hide alerts

Category

Feature

Retail

Business

Alerts Manage SMS balance alerts

Support

Show support Hide support

Category

Feature

Retail

Business

Support FAQs

Accounting

Show accounting Hide accounting

Category

Feature

Retail

Business

Accounting Invoice creation ×
  Receipts ×
  ClearBooks ×

 

 

In store

In store

There are facilities and support available at our stores to assist customers with their accessibility needs.

Mobility and dexterity assistance

  • All of our stores have step-free access and some have automatic doors
  • Our drive-thru stores allow you to bank from the comfort of your car
  • Some of our stores have car parks, or are within easy walking distance of public transport
  • All of our stores have accessible customer toilets
  • We can provide a ‘signature guide’ on forms, tablets and screens. The guide is placed around the signature box, guiding you to sign in the right place
  • You can request an ink stamp of your signature to sign documents more easily.

Hearing loss and speech difficulty services

All stores have fixed hearing loops at the counter, and portable ones too.

You can also speak to us in store using British Sign Language (BSL) with InterpretersLive!, a safe and secure video interpreting service. NRCPD British Sign Language Interpreters are available on-demand 7 days a week, and can also be pre-booked. To find out how this works please speak to one of our store colleagues or visit our support page.

Support for blind or partially sighted customers

  • We can print your statements and some letters in braille or large print, or provide them on audio CD. Please ask in store or call us on 0345 08 08 500 to request this
  • We can provide a ‘signature guide’ to use on forms, tablets and screens. The guide is placed around the signature box, guiding you to sign in the right place
  • You can request an ink stamp of your signature to sign documents more easily
  • You can ask us to print your cheque book in large print or left-handed
  • Our ATMs are designed to be easy-to-use for people with impaired sight – the 5 has a raised dot, ‘Cancel’ has a raised ‘X’, ‘Clear’ has a raised vertical line, and ‘Enter’ has a raised ‘O’.

Privacy

You can ask one of our store colleagues to use a conference room or private space in any of our stores to give you some extra privacy and comfort. These rooms are also available to book – just ask in store, or call us on 0345 08 08 500.

Find your nearest store

Call us

Call us

We encourage you to use our range of amazing online banking and mobile App features to manage your accounts when you can. However, for those moments when only a conversation will do, our UK-based contact centre colleagues are also just a call away to help with a range of queries such as:

  • Balance and account enquiries
  • Details about our stores and the ways you can bank with us
  • Information on Faster Payments
  • Internet Banking/Mobile App queries.

Hearing loss and speech difficulty services

If you have hearing loss or speech difficulties you can call us using Relay UK – a service which helps people to communicate over the phone.

You can also speak to us over the phone using British Sign Language (BSL) with InterpretersLive!, a safe and secure video interpreting service. NRCPD British Sign Language Interpreters are available on-demand 7 days a week, and can also be pre-booked. To find out how this works visit our support page.

Get in touch

Need extra support with banking?

If you need additional support and want to tell us about it, or would like to find out about how we can help, please mention this to one of our colleagues. We can make a note of the details on your account so we’re able to provide the right help in the future.

All our colleagues are ready to help you, and they can refer you to the right person if you need specialist advice.

0345 08 08 500     Visit a store

Download our PDF guide to some of the assistance available

Download the large font version of our PDF guide

Ask someone to help you with your banking

If you need help using your bank account, or are helping someone else with their finances – there are a few different options. You can add someone to your Metro Bank accounts, so they can help you manage your finances.

For information on the ways to set up third-party access to your accounts, we have put together a helpful guide on the available options.

Third-party access

AbilityNet

All headings and some images on our website are labelled with alternative text for accessibility. If you have issues using a computer because of a disability, impairment or for any other reason, we recommend checking out AbilityNet.

They have a range of ‘how to’ guides with step-by-step instructions on adapting your phone, computer or tablet to meet your needs. You can search for a specific need (e.g. making text larger) or filter the guides based on a specific condition (e.g. dyslexia).

AbilityNet

Documents in accessible formats

We know some of our customers may need additional support with their day-to-day banking. If you need us to send your statements and letters in an accessible format – such as large print, braille or audio CD – please request this in store or by calling 0345 08 08 500.

Get in touch

Hidden Disabilities Sunflower

The Hidden Disabilities Sunflower is a discreet way to make other people aware that you may need extra support or a helping hand. At Metro Bank, we’re a proud supporter of the Hidden Disabilities Sunflower and if you’re wearing the Sunflower Lanyard in one of our stores, we know to help you.

For more information, please visit hdsunflower.com

Hidden Disabilities Sunflower

Extra accessibility support

Arthritis Action

Practical help to improve the quality of life of people affected by arthritis.

British Deaf Association (BDA)

Charity run by Deaf people for Deaf people, aiming to empower Deaf people to overcome the difficulties that they face on a daily basis.

Communication Matters

Supporting people with little or no speech by promoting the best possible communication for people with complex needs.

Parkinson’s Foundation

Free and confidential service for Parkinson’s information and support.

Relay UK

Helping people with hearing and speech difficulties communicate with anyone over the phone, using the national relay service.

Royal National Institute of Blind People (RNIB)

Sight loss advice service giving practical and emotional support.

Royal National Institute for Deaf People (RNID)

Making life fully accessible for Deaf people and those with hearing loss and Tinnitus.

Scope

Disability charity providing practical information and emotional support for disabled people.

Stroke Association

Information and support for anyone affected by Stroke.

Technology Association of Visually Impaired People (TAVIP)

Self-help community of blind and partially-sighted computer users at all levels, ages & interests.