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
• If you visit one of our stores, follow the social distancing guidelines
• 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 key services are available for 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 keep our contact centre running smoothly, we’ve made some changes to our opening hours. From 1 September, our contact centre is open 8am to 10pm Monday to Friday, 8am to 6.30pm on Saturday, and 10am to 6.30pm on Sunday and bank holidays.
• To help us prioritise those who need us most, please only call our contact centre if you have an urgent question or problem. 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 support all of our customers.
• Fraud reporting and lost/stolen card services will continue to be available 24/7.

Our stores

• From 9 November, most of our stores are open seven days a week – Monday to Saturday 9am to 5pm and Sunday 11am to 5pm.
• Our Central London stores in Cheapside, Tottenham Court Road, Earls Court, Piccadilly, and Moorgate are open five days a week – Monday to Friday 9am to 5pm – and staying closed on weekends for now. For the full list of stores and hours, check here.
• If we need to make any temporary changes to store hours, we’ll update our service status page Please check there before making your journey. 
• For customers visiting us, please follow social distancing guidelines to protect yourselves and our colleagues. To make this easier, we’ve put distancing measures in place across all of our stores, and installed protective screens at all of our counters.
• From 24 July, you must wear a face covering by law inside our stores. We may ask you to briefly lower your face covering for ID purposes. Customers exempt under the government guidelines and children under 11 do not need to wear a face covering.
• We’re prioritising serving our elderly or vulnerable customers – we recommend coming in when we first open in the morning.

Our mortgages team

• Our team is working as quickly as possible to answer your calls, but to help us prioritise those who need us most, we recommend you have a look through our FAQs first. This could save you time and will help us to support all of our customers.
• To apply for a payment holiday, or apply for an extension of your current payment holiday, click here.
• For more help, you can call our Mortgages team on 0345 319 1200, email mortgageservicing@metrobank.plc.uk quoting your mortgage account number and monthly payment date, or complete our call-back request form. We will reply as soon as we can.