The Financial Conduct Authority requires us to publish the following information about our Personal Current Accounts.
To open any of our accounts a new customer will need to provide us with the documents and information set out at www.metrobankonline.co.uk/borrowing/i-want-information-about/what-i-need-to-open-a-personal-account. We may request additional information or documents in individual cases.
You can open an account:
|
Without visiting a branch |
✔ |
|
Where a visit to a branch is required, without an appointment |
✔ |
|
By sending us documents and information electronically |
In some cases |
|
By post |
In some cases |
Note: this is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or of queries you can raise in one of our branches.
24 hour help? |
Telephone | Internet banking | Mobile banking | |
|---|---|---|---|---|
| Contact details | 0345 0808 500 | |||
| Checking the balance | ✔ | 24 hours a day, 7 days a week | Not possible | Not possible |
| Sending money within the UK, including setting up a standing order | ✔ | 24 hours a day, 7 days a week | Not possible | Not possible |
| Sending money outside the UK | ✔ | 24 hours a day, 7 days a week | Not possible | Not possible |
| Paying in a cheque | ✔ | 24 hours a day, 7 days a week | Not possible | Not possible |
| Cancelling a cheque | ✔ | 24 hours a day, 7 days a week | Not possible | Not possible |
| Cash withdrawal in a foreign currency outside the UK | ✔ | 24 hours a day, 7 days a week | Not possible | Not possible |
| A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds | ✔ | 24 hours a day, 7 days a week | Not possible | Not possible |
| A direct debit, or allowing someone to collect one or more payments from your account using your debit card number | ✔ | 24 hours a day, 7 days a week | Not possible | Not possible |
| Third party access to an account, for example under a power of attorney | ✔ | 24 hours a day, 7 days a week | Not possible | Not possible |
| Problems using internet banking or mobile banking | ✔ | 24 hours a day, 7 days a week | Not possible | Not possible |
| Reporting a suspected fraudulent incident or transaction | ✔ | 24 hours a day, 7 days a week | Not possible | Not possible |
| Progress following an account suspension or card cancellation, e.g. following a fraud incident | ✔ | 24 hours a day, 7 days a week | Not possible | Not possible |
| Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available | ✔ | 24 hours a day, 7 days a week | Not possible | Not possible |
Note: this is a list of common actions. It does not represent the full list of actions you can take in relation to your account [or actions you can take in one of our branches].
| Telephone | Internet banking | Mobile banking | |
|---|---|---|---|
| Checking the balance | 24 hours a day, 7 days a week | 24 hours a day, 7 days a week | 24 hours a day, 7 days a week |
| Accessing a transaction history | 24 hours a day, 7 days a week | 24 hours a day, 7 days a week | 24 hours a day, 7 days a week |
| Setting up a standing order | 24 hours a day, 7 days a week | 24 hours a day, 7 days a week | 24 hours a day, 7 days a week |
| Sending money within the UK | 24 hours a day, 7 days a week | 24 hours a day, 7 days a week | 24 hours a day, 7 days a week |
| Sending money outside the UK | 24 hours a day, 7 days a week | Not possible | 24 hours a day, 7 days a week |
| Paying in a cheque | Not possible | Not possible | Not possible |
| Cancelling a cheque | 24 hours a day, 7 days a week | Not possible | Not possible |
We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.
| Quarterly Between 1 October 2023 and 31 December 2023 |
Yearly Between 31 December 2022 and 31 December 2023 |
|
|---|---|---|
| Total number of incidents reported | 1 | 2 |
| Incidents affecting telephone banking | 0 | 0 |
| Incidents affecting mobile banking | 1 | 1 |
| Incidents affecting internet banking | 1 | 1 |
These figures are based on the time taken from our receiving all the information and documents we ask for on this page, in a case where we don’t need any further information or documents to open the account.
| Product | Annual interest rates payable for arranged overdrafts (rates as from 30 June) | Annual interest rates payable for unarranged overdrafts (rates as from 30 June) | Refused payment fee (rates as from 30 June) |
|---|---|---|---|
| Personal Current Account | 34% | 34% | £0 |
A good way to compare the cost of our overdraft with other overdrafts or other ways of borrowing is to look at the APR. The APR shows the cost of borrowing over a year.
| Product | Advertised APRs (rates as from 30 June) |
|---|---|
| Personal Current Account | 34% |
Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data.
The most recent complaints summary is available here
The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at https://www.ombudsman-complaints-data.org.uk//
For more information on how we support the needs of all of our customers, click here.