Skip to main content

Information about our Personal Current Account services

The Financial Conduct Authority requires us to publish the following information about our Personal Current Accounts.

How to open a current account

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

How and when you can contact us to ask about the following:

 
24 hour help?

 Telephone   Internet banking    Mobile banking 

Contact details 

 


Telephone: 0345 0808 500

   

Checking the balance and transactions


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 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.

How and when you can use your bank account to do the following:

   
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   Not possible


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

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. 

Information about operational and security incidents

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. 

 


In the 3 months between 1 April 2018 and 30 June 2018


Total number of incidents reported

 0

Incidents affecting telephone banking

 0

Incidents affecting mobile banking

 0

Incidents affecting internet banking

 0

Complaints Data

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 summary is available at www.metrobankonline.co.uk/complaints-data/

The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at www.ombudsman-complaints-data.org.uk/.

For more information on how we support the needs of our vulnerable customers, click here