Complaints Data

Complaints are an opportunity to learn what works and what doesn’t, so we take them very seriously. We want to make sure your Metro Bank experience is as positive as possible, and will do everything to resolve your complaint as quickly as possible.

We do our best to get everything perfect, but on occasion something can go wrong. We publish information about the number of complaints we’ve received every six months, in an effort to show you how we’re doing. We also send this information to our regulator, the Financial Conduct Authority (FCA).

The table below shows all complaints received between July and December 2023. We publish all data on all the complaints we’ve received, including those which were resolved immediately.

We aim to resolve matters at the first point of contact wherever possible. However, for the majority of complaints we received, we resolved them after 3 days but within 8 weeks.

Firm name: Metro Bank

Group: Metro Bank PLC

Other firms included in this report: N/A

Period covered in this report: 1 July – 31 December 2023

Brands/trading names covered: Metro Bank, RateSetter

Number of complaints opened by volume of business
Product / service grouping	Provision (at reporting period end date)	Intermediation (within the reporting period)	Number of complaints opened	Number of complaints closed	Percentage closed within 3 days	Percentage closed after 3 days but within 8 weeks	Percentage upheld	Main cause of complaints opened
Banking and Credit Cards	3.34 per 1,000 accounts	N/A	9093	8674	36%	64%	47%	Other general admin/customer service
Home Finance	7.62 per 1,000 accounts	N/A	257	278	20%	77%	76%	Other general admin/customer service
Credit related	5.44 per 1,000 accounts	N/A	1202	1188	68%	32%	28%	N/A

Glossary of complaint terms

Provision: Where the firm is the provider of the product, using the total volume of accounts held at the end of the year

Percentage upheld: The percentage of complaints where we have found in favour of our customer