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Support preferences for our customers

We want to make banking as easy as possible for you, so take a look below at all the ways we can help.

If you’d like us to apply any preferences to your profile, please let one of our colleagues know in store, or by calling 0345 08 08 500, call charges might apply – check with your service provider. We’ll apply your preferences to your profile, and they’ll stay on until you update us.

I need extra support with the letters I receive
  • I need my letters in Braille
  • I need my letters on yellow paper
  • I need my letters on blue paper
  • I need my letters in large print
  • I need my correspondence in an audio format (CD)
I need extra support when I speak with you
  • I need to use a relay service when speaking to you (e.g. Relay UK, BSL)
  • I need you to speak clearly and use plain language where possible
  • I need more time when you are helping me
  • I would like to have a follow up call where possible
  • I may need help remembering account information
  • I would like information broken down into smaller chunks
  • I need you to be aware that my voice may not be what you expect
  • I need extra help when I’m providing a signature
I need extra support when I go into store
  • I need a separate or private space in store where possible
  • I would prefer to make appointments before visiting store where possible
  • I need step-free access where possible
  • I need an induction/hearing loop in store
  • I need a seat while queuing where possible
  • I would prefer to be helped in an evenly lit area where possible
  • I would prefer to use a quiet area where possible
  • I need store music to be turned off or volume adjusted
I need extra support with online and mobile banking
  • I need extra help when using digital services
I need extra support when you contact me
  • I do not want to receive marketing material
  • I would prefer to communicate by phone/email/letter where possible
  • I would prefer to be contacted at certain times of the day
I need extra support from a third party
  • I would prefer to have a trusted person present

Support we offer

We’ve created the below table of information to give you some idea of the scenarios that could impact you, and the support that we can offer.

Remember, we’re always here to help your individual needs, so if you have anything to share with us that will make banking easier for you, please let one of our colleagues know in store or call us on 0345 08 08 500.


What I need support with

How Metro Bank can help

Support with your health

Long-term illness

Physical disability

Visually impaired

Deaf or hard-of-hearing

Alternative formats

Hearing loops in stores

Step-free access to stores

Relay services: Relay UK, BSL

Third-party assistance options

Support with life events



Relationship breakdown

Financial/domestic abuse

Safe Spaces in stores

Account types: Cash Account

Direct referrals: StepChange, PayPlan, GamCare

Bereavement support team: 0203 824 4815

Specialist Support team: 0345 450 3256

Support with your money


Low savings

Unstable income

Arrears Management team: 0345 241 3075

Support with your understanding

Learning difficulties

Difficulties with digital banking

Difficulties with literacy or numeracy

English is not your first spoken language

Alternative formats

Third-party assistance

Store appointments

Relay services: Relay UK

Account types: Cash Accounts, Appointee Accounts