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Coronavirus help: personal customers

  • I’m struggling to pay my bills, can you help?

    We realise that the coronavirus outbreak may affect your finances – particularly if you’ve borrowed money from us. Our customers are always our top priority, so please call 0345 08 08 500 if you need support and we’ll work with you to find a solution.

Online banking

  • I haven’t used my online banking before, how do I register?

  • My details have expired, can I reset them?

    • To use online banking you need your 12-digit customer number or username, your Magic Word and your security number
    • If you have forgotten your details, you’ll need to call us on 0345 08 08 500
  • How do I download your 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
    • You can visit our mobile app page for more information.


  • Are you offering support for customers with mortgages?

    Customers with a Metro Bank mortgage will be able to request a three month repayment holiday where they are experiencing issues with their finances as a result of coronavirus. We’d encourage any customer that may be impacted to contact our Mortgage Servicing Team as soon as possible on 0345 319 1200.

  • What is a payment holiday?

    A payment holiday is when we agree you can take a break from paying your monthly mortgage payment for a period of time – usually three months. The missed payments do need to be paid back at a later date – we will agree with you how the missed payments should be repaid, and this will depend on your individual situation.

  • What if I need longer than 3 months?

    To start with, call our mortgage servicing team on 0345 319 1200. They will look at your financial situation with you at the end of the three-month period, and if you need more help we will look in to other solutions.

  • How do I get in touch with you to talk about a payment holiday?

    Email with your mortgage account number and monthly payment date. Alternatively, you can complete our call-back request form. We aim to reply within seven days.

  • What proof do I need?

    Normally we would look in to your financial situation and ask you for more information so we can work out the most suitable options. As these are exceptional circumstances and we want to support our customers, currently we are not asking for proof – but you will need to call us to talk through your situation.

  • Are all customers eligible?

    If you are already in arrears, you may not be eligible for a payment holiday. Call us on 0345 319 1200 to find out about the other ways that we may be able to support you.

  • Will this impact my credit score?

    If we’ve agreed a payment holiday with you in advance, any missed payments will not be reported to the credit reference agencies – so this shouldn’t impact your credit score. However, if you haven’t come to an agreement with us, missed payments would be reported as usual.

  • Can payment holidays be arranged for personal and buy-to-let mortgages?

    Yes. Payment holidays can be organised for both residential and buy-to-let mortgages.

  • I’m struggling with my mortgage and concerned my property may be repossessed – what should I do?

    In line with wider industry, Metro Bank will not pursue any possession action for the next three months with immediate effect from 18 March 2020.  Our customers are our top priority and we want them to be reassured that they will not have their homes repossessed at this difficult time. We’d encourage any customer that may be impacted by coronavirus to contact our Mortgage Servicing Team as soon as possible on 0345 319 1200 to discuss their options. 

  • I’ve had to delay moving house because of the coronavirus – what can I do?

    If your house move has been delayed, we can give you a three-month extension on your existing mortgage offer. Speak to your solicitor or mortgage advisor, and we’ll work with them to sort out the details. It’s a tough time for movers, so we hope this helps.

Credit cards & personal loans

  • Are you offering support for customers with personal loans?

    Call us on 0345 08 08 500 to talk about how we can help.  For financial problems to do with personal loans, this could be a repayment holiday, which would let you to take a break from your repayments for an agreed period of time. Any missed payments would still need to be repaid at a later date, but we will work this out depending on your circumstances. If you want to, you can also talk to us about this in store. Please check here first for our latest store opening times before making your journey. 

  • Are you offering support for customers with credit cards?

    Call us on 0345 08 08 500 to talk about how we can help. For financial problems to do with credit cards, this could include waiving your interest charges or increasing your limit. We may also be able to move your credit card debt on to a personal loan with a lower interest rate. If you want to, you can also talk to us about this in store. Please check here first for our latest store opening times before making your journey. 

Current Account and Cash Accounts

  • How can my Metro Bank current account provide support?

    • You can continue to withdraw up to £300 per day from UK cash machines
    • To ensure all our customers can access cash in-store, should they want to, we are temporarily waiving the requirement to give us 24 hours’ notice for cash withdrawals larger than £1,000 and are introducing a £5,000 daily cash withdrawal limit.
    • You can of course continue to transfer money (including transfers above £5,000) online, electronically or via faster payments
  • How are you supporting customers with overdrafts?

    If you've got an overdraft with us, we’ll waive all overdraft interest due from 1 March until 30 June.

    This will happen automatically and customers do not need to contact us. For example, overdraft interest due for March overdraft usage will still appear on your statement as usual but will then be refunded by Metro Bank immediately.

Savings accounts

  • Can customers access fixed savings bonds or fixed-notice accounts at short notice?

    We encourage any customer who’s concerned or has questions to contact us, and we’ll look at their individual circumstances. We’ll assess the best course of action for each customer on a case-by-case basis.