We take our outstanding 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 compliment or complaint.
Dan Frumkin, Chief Executive Officer,
Metro Bank PLC,
One Southampton Row,
London, WC1B 5HA
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.
We commit to resolving your complaint as quickly and fairly as we possibly can. In most cases, we aim to resolve matters within 3 working days but we may take a little longer where it’s a bit more complex.
If we are unable to provide a full response at this stage, or it’s taking longer than expected, we will write to you to let you know we are investigating the matter further.
Every 6 months, we tell the Financial Conduct Authority how many complaints we’ve had, how many we resolved and how many we upheld.
We will need the following information from you:
Your email address
Your phone number - either home or mobile
Details about your complaint
We aim to have the more complex issues resolved within 15 calendar days. If we think it’s going to take longer, we’ll tell you and let you know if your complaint is eligible for referral to the Financial Ombudsman Service. We aim to have a full response for such cases within 35 calendar days.
If we can’t get to the bottom of it within 35 days, or if you’re unhappy with our final response, you can refer your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service is a free and independent service to help resolve complaints, if it is clear that resolution cannot be reached with us in the first instance. Although there are time limits for referring your complaint to the Ombudsman, we will consent to the Ombudsman considering your complaint even if you refer the complaint outside the time limits.
There are some limitations to what they can investigate – visit www.financial-ombudsman.org.uk to find out more.