Supporting our customers is our top priority, so we may be able to help. Contact our Mortgages team by emailing email@example.com or calling 0345 319 1200.
When your payment holiday ends, we’ll add the missed payments and the accrued interest to your outstanding mortgage balance and recalculate your monthly payment amount. We’ll send you a letter with all the details.
There are options available if your new monthly payment amount is too much, or you want to reduce the long-term impact of the payment holiday on your mortgage. You may be able to:
To discuss these options, and other ways we may be able to support you, get in touch with our Mortgages team via email firstname.lastname@example.org or call 0345 319 1200.
In line with wider industry, we will not carry out repossessions until 31 January 2021. Our customers are our top priority and we want them to be reassured that they will not have their homes repossessed at this difficult time. We’d encourage any customer that may be impacted by the pandemic to contact our Mortgage team as soon as possible on 0345 319 1200.
If your house move has been delayed, we can give you a three-month extension on your existing mortgage offer. Speak to your solicitor or mortgage advisor, and we’ll work with them to sort out the details. It’s a tough time for movers, so we hope this helps.
Call us on 0345 450 3256 to talk about how we can help. You can also talk to us about this in store – but we advise against visiting us unless it’s absolutely necessary. Please check here first for our latest store opening times before making your journey.
If you are in financial difficulty, or think you might be soon, please call our Specialist Support Team on 0345 450 3256 to talk through your situation.
Once we know the details, we can look in to the best option for you. There are a number of ways we may be able to help, such as lowering or waiving your overdraft interest, or setting up a repayment plan to make paying off your overdraft more manageable.
For extra help, you can also access free and impartial advice from the Financial Conduct Authority at fca.org.uk/consumers/dealing-financial-difficulties-coronavirus or the Money Advice Service at moneyadviceservice.org.uk/en/tools/money-navigator-tool.
We encourage you to contact your travel provider in the first instance. They may offer a refund, alternative flight arrangements or future booking vouchers. If these aren’t suitable, then you should be offered a refund.
If you can provide evidence to support your claim, we can pursue a chargeback under scheme rules and will do our best to find a resolution for you. We’re following the latest guidelines set by Mastercard in relation to refunds and are supporting any of our customers seeking a chargeback or wising to make a claim under Section 75 of the Consumer Credit Act. We are treating disputes on a case by case basis due to differing terms and conditions applicable to each airline.
We may need evidence to support your claim. For example:
If you paid by credit card, you may be protected under Section 75 of the Consumer Credit Act. This applies when a transaction has been made either completely or partially on your Metro Bank credit card, and protects you against:
A chargeback is a method for banks to try and recover your money in the event that you have not received the services or goods that you expected eg your holiday being cancelled by the travel company due to the coronavirus pandemic.
Please call our Fraud and Disputes Team on 0345 08 08 509. We may need evidence to support your claim.
We encourage any customer who’s concerned or has questions to contact us, and we’ll look at their individual circumstances. We’ll assess the best course of action for each customer on a case-by-case basis.