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Supporting the needs of all our customers

If you have a current account with us, these tables show the key ways of supporting you when you need us.

How we can help you if you are experiencing money worries

Dealing with the unexpected   

 

  • Our supportive colleagues are available 7 days a week, early 'til late, with no appointment necessary. Come in store 362 days a year or call our 24/7 UK-based contact centre any time of the day or night
  • If you have a credit card, personal loan or overdraft with us and feel you’re struggling to meet your repayments, give our team a call – we’ll work with you to find a solution
  • Sometimes you might need independent debt advice. We can put you in touch with a selection of organisations who can provide you with further support on all your finances

 

Call our UK-based contact centre on 0345 08 08 500 for all general enquiries

Mortgages - 0345 319 1201 8.30am-6pm Monday to Friday
Loans - 0203 402 8321 9am-5.30pm Monday to Saturday

Help with my debt

Additional help and support

 

  • Our online banking and award-winning mobile app allow you to control your money any time, whether you’re at home or on the move
  • Our Insights feature on our mobile app creates detailed personalised reports and comprehensive breakdowns on how you’re spending your money
  • If you need help creating a budget, try out the Money Advice Service’s handy budget tool

Insights feature

How we can help you deal with a major life event 

Contact us  

 

  • We want to make sure you can bank when you want, how you want and where you want to.
  • Pop into any store 7 days a week, 362 days a year. Give our UK-based contact centre a call, or send us a direct message through online banking to get answers to any banking questions you have
  • All of our colleagues are ready to help with your banking needs. If you need something a bit more specialised, they will be able to refer you to the right person.
 Store Locator
Specialist support

 

  • Our fraud and security webpages offer simple and practical tips to help you spot when a communication is fraudulent, whether it's an email, a text message, a direct message on social media or a phone call
  • Saving for the future – we like to educate and encourage our young customers, including offering them £5 if they save for five months in a row. This helps teach them the rewards of saving early
 Fraud and security  
Bereavement

 

  • Losing a loved one is a difficult time. That’s why we have a dedicated team ready to take as much of the burden as possible off of you and your family when it comes to organising the accounts of those who are no longer with us
  • We can also refer you to other organisations which specialise in dealing with bereavement.

Call our dedicated Bereavement team on 0203 824 4815

Bereavement services

Other life events

 

  • Buying a house is a stressful time. With so many industry-specific terms and processes, it can be hard to know where to start. We’ll help you each step of the way, and will offer a fast process and quick decisions. We look at every application individually and take your circumstances into account
  • We're involved in our local communities and support a number of charities, including our current charity partner Teenage Cancer Trust

Mortgages

Community and charity involvement

How we can help you manage your day-to-day money better

Helping you understand your money   

 

  • We’re here to support your banking needs, and offer a range of services designed to help you feel more in control of your money and finances
  • Our Insights feature on our mobile app creates detailed personalised reports and comprehensive breakdowns on how you’re spending your money
  • Want a little help staying on top of your spending? You can set up a balance alert by logging in to online banking and clicking on ‘Useful things to do’
Insights feature
Helping you develop your financial skills    

 

  • The Insights feature on our app gives you a greater understanding of how and where you are spending your money
  • Metro Bank Money Zone is our financial education programme, it teaches primary school kids how money, banking and personal finance works
  • With our simple and practical tips, our fraud and security webpages can help teach you what to look out for and know when a communication is fraudulent, whether it's an email, a text message, a direct message on social media or a phone call

Kid's Zone

 

Fraud and security 

Support you may find useful if you have a disability or a physical or mental health
condition


Accessing cash

 

  • Our doors are open every day, meaning you can come in and talk to us face-to-face any day of the week, 362 days a year. Every store is also step-free, providing greater access, and has seating available
  • Our ATMs are designed to allow those with impaired sight to use our machines with ease – the 5 is Brailled, ‘cancel’ has an elevated ‘X’, ‘clear’ has a vertical line ‘|’ and ‘enter’ has an elevated ‘O’
  • Misplaced your card? Block it with our app to make sure others can’t use your card while it’s out of your sight. As soon as you have it back, unblock it

Ways to bank

Using your account

 

  • Our online banking services are designed to work with Text-to-Talk software. We also offer large font or Braille statements and Terms and Conditions
  • You can choose how you want to bank with us – visit any of our stores 7 days a week, call our 24/7 contact centre, or log in to your account online or using our mobile banking app
  • Signature stamps and signature guidance templates can be made available for those who need additional assistance when signing

 

 

Accessing information

 

  • Some of our store colleagues are trained in Deaf awareness and basic British Sign Language. We have Portable Induction Loop Amplifiers at all our locations
  • We offer large font services, audio CDs, as well as statements and Terms and Conditions in Braille format
  • You can reach us to access your accounts the way you prefer – you can come into our stores 362 days a year, you can call us on 0345 08 08 500 or you can manage your money with online banking or our mobile app

 

Allowing someone else to help
you use your account

 

  • We offer third-party and Power of Attorney access, allowing a nominated representative to act on your behalf
  • Our Joint Accounts allow people to pool their resources, perfect for partners or family members who have bills or mortgage repayments to cover
  • We can arrange for a registered British Sign Language interpreter to be present. While they cannot use your account themselves, they can assist you in doing so
 

Ways to interact with us

 

  • You can choose how you want to interact with us. Visit any of our stores 7 days a week, call our 24/7 contact centre, log in to online banking and select "Metro Bank Enquiries", send us a letter in the post or ask us for a British Sign Language interpreter
  • We have 'Dementia Friends' across the business, who can help those suffering from memory loss when they come into any of our stores