Compliment or complaint
Give us feedback
We take our customer service very seriously. We love to hear about your great experiences but also if you’re not happy about something, we need to know. Here’s how to make a complaint.
Chat with us Online
If you're an existing customer, you can tell us about your complaint in our App by selecting 'Chat to us'
Write to us
Customer Relations Team,
Metro Bank PLC,
One Southampton Row,
London, WC1B 5HA
Phone Us
Contact our Local UK Call Centre on 0345 08 08 500* and speak to one of our Customer Service Representatives.
*Call charges might apply – check with your service provider
Complaints Data
At Metro Bank we’re fanatical about getting it right for our customers, but sometimes things do go wrong. To help you see how we’re performing we regularly publish how many complaints we’ve received, how many were resolved and how quickly we dealt with them.
What details will you need from me?
We aim to resolve your complaint as quickly as possible. To help us do this, please include the following details when raising your complaint
- A description of your concern
- How you would like us to put it right
- Your name and address
- A phone number and best time to contact
- Any relevant account information or customer references
- Any personal circumstances you believe are relevant and would like us to take into consideration
I require additional support, what do I do?
Please see our Extra support for our customers page for the latest information.
I require communication in a different format?
Download our Alternative communications (PDF)
How long will it take?
We aim to resolve complaints as quickly as possible. If your complaint is about a payment or a payment service - such as a Direct Debit or payment transaction - we aim to respond within 15 days.
Some complaints not related to a payment service may take up to 56 days however in most cases, we aim to send a full response within 35 days. If we think it will take longer, we will write to you and let you know if your complaint is eligible for referral to the Financial Ombudsman Service.
I would like to contact the Chief Executive Officer, how can I do this?
Write to us
Dan Frumkin, Chief Executive Officer,
Metro Bank PLC,
One Southampton Row,
London, WC1B 5HA
Claim Management Companies
Claims management companies are firms that act as intermediaries between claimants and companies being claimed against in return for a fee.
Whilst you are free to use a CMC if you wish to do so, please be aware that if you contact us directly, we will assess your complaint in exactly the same way that we assess complaints sent in by a CMC and you won't have to pay a fee if you do receive compensation.
For guidance on how CMCs work visit Using claims management companies | FCA
How many complaints do you receive?
Every 6 months, we tell the Financial Conduct Authority how many complaints we’ve had, how many we resolved and how many we upheld.
You can find out more information via our complaints data page.