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
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.
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
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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.
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.
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.
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).
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.
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
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.