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INFORMATION ABOUT OUR BUSINESS CURRENT ACCOUNT SERVICES

The Financial Conduct Authority requires us to publish the following information about our Business 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/business/current-accounts/needsbased/what-you-need-to-open-a-business-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 things:

 
24 hour help?

Telephone Internet banking Mobile banking
Contact details   0345 0808 500    
Checking the balance 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 Not possible Not possible 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 Not possible Not possible Not possible Not possible

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

  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 24 hours a day, 7 days a week 24 hours a day, 7 days a week
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

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

  Quarterly
Between 1 July 2019 and 30 September 2019
Yearly
Between 1 October 2018 and 30 September 2019
Total number of incidents reported 1 8
Incidents affecting telephone banking 0 0
Incidents affecting mobile banking 1 2
Incidents affecting internet banking 0 0

The speed of our business account opening process

How quickly do we open personal current accounts?

How quickly do we open Business Current Accounts?

  • the same day, for 60% of customers
  • on average, in 1 day(s)
  • within 12 days for 99% of customers.

(for firms that publish a list under BCOBS 7.3.1R) These figures are based on the time taken from our receiving all the information and documents we ask for on this page, in a case where we don’t need any further information or documents to open the account.

We are reporting the standard process for business account opening with data from stores. As a stores-based organisation we open the majority of accounts this way. We also open some accounts via a central team which undertakes the work using the same process, but where an additional 1-2 days may be incurred while application documents are transferred.

How quickly do we give customers a debit card?

How quickly do we give customers a debit card?

  • the same day, for 52% of customers
  • on average, in 3 day(s)
  • within 54 days for 99% of customers.

We offer the ability to collect in-store and via post. Personal collection from store is generally preferred by our customers.

How quickly do customers get internet banking?

How quickly do customers get internet banking?

  • the same day, for 97% of customers
  • on average, in 1 day(s)
  • within 43 days for 99% of customers.

How quickly is an overdraft available?

How quickly is an overdraft available?

  • the same day, for 0% of customers
  • on average, in 27 day(s)
  • within 34 days for 99% of customers.

The speed with which we can replace a debit card:

  • the same day, for 88% of customers
  • on average, in 0 day(s)
  • within 4 days for 99% of customers.

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 here

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 all of our customers, click here.