How can you help us prioritise those customers who need us the most?

We’re doing everything we can to make sure our customers can still do their banking easily and safely. Here are a few things that you can do to help make this happen:

• Use our app or online banking
• Only call us if you have an urgent question or problem
• Avoid visiting our stores
• Avoid posting documents to us if you can, as there is a risk of late delivery due to post delays. If you have no alternative, or if we need you to send back an original copy of a document, you should still use the post.
• Our main focus is on making sure our essential services are available for our existing customers – this means we may not be able to open new accounts in store at the moment. To open an account online, go to apply.metrobankonline.co.uk/apply – you’ll need an up-to-date email address and a UK mobile number, plus a camera to take a selfie and a photo of your ID.

Online banking

• You can use online banking 24/7 to view your statements, make payments and open new accounts
• If you haven’t signed up for online banking yet, you can sign up here.
• You’ll need your 12-digit customer number, a Magic Word (to activate the service), and the last four digits of your mobile number
• If you need help getting set up, read through our step-by-step digital guides.

Online banking without your Magic Word

If you need to sign up for online banking but can’t find your Magic Word, or if you need to reset your online banking details but can’t wait for your Magic Word to arrive, you can use our app.

Here’s what you need to do:

• If you don’t have our app yet, download it from the App Store or Google Play Store. If you already have our app installed, you’ll need to delete it and download it again.
• When you first open the app, you’ll need to read and accept our terms and conditions
• Enter your 12-digit customer number
• Enter your security number, or click ‘forgot internet banking details’
• We’ll ask you to give us four digits from your long card number
• Now we’ll text you a one-time passcode to the mobile number you’ve registered with us. Once you’ve received it, enter the passcode into the app.
• Set up or reset your password and eight-digit security number (Android users: If you happen to enter the same password as you had before, you’ll need to re-start the process)
• Set up your app four-digit app passcode
• You’re all done – now you should be able to log in to your online banking using your new details.

Our app

• You can use our app 24/7 for most of your banking needs  
• Instantly block, unblock or cancel your debit and credit cards, or order a replacement card if you need to
• You can download our app from the App Store or Google Play Store. You’ll need your 12-digit customer number, a Magic Word (to activate the service), and the last four digits of your mobile number
• If you need help getting set up, read through our step-by-step digital guides.

Our contact centre

• To help us prioritise those who need us most, please only call our contact centre if you have an urgent question or problem.
• We’re making every effort to keep our contact centres open for customers who may need us at this time. To do this, we're changing our opening hours temporarily to: Monday to Friday, 9am to 6.30pm, Saturday and Sunday, 10am to 6.30pm.
• We’re also opening our contact centre early every morning Monday to Friday from 8am to 9am for our over 70s and at-risk customers only. Fraud reporting and lost/stolen card services will continue to be available 24/7.
• Our team is working as quickly as possible to answer your calls, but you may have to wait longer than usual.
• If you can and your question isn’t urgent, please go online or use our app – this could save you time and will help us to support all of our customers.

Our stores

• We are encouraging customers not to visit unless it’s absolutely necessary
• We’re prioritising serving our elderly or vulnerable customers – we recommend coming in when we first open in the morning
• We’ve put social distancing measures in place across all of our stores, and installed protective screens at all of our counters
• We’re doing everything we can to keep our stores open, however if we need to make any temporary changes we’ll update our service status page. Please check here first before making your journey.

Our Mortgage Servicing team

• Our team is working as quickly as possible to answer your calls, but you may have to wait longer than usual. To help us prioritise those who need us most, if your call isn’t urgent we recommend you have a look through our FAQs.
• To talk about payment holidays, email mortgageservicing@metrobank.plc.uk with your mortgage account number and monthly payment date.
• If you need to speak to our team urgently, you can call 0345 319 1200. Alternatively, you can complete this call-back request form and a member of the team will be in touch with you shortly.