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Compliment or complaint

Give us feedback

We take our outstanding customer service very seriously. We love to hear about your great experiences but also if you’re not happy about something, we need to know. Here’s how to make a compliment or complaint.

Phone Us

Contact our Local UK Call Centre on 0345 08 08 500 and speak to one of our Customer Service Representatives.

In store

All of our friendly stores are open 8am to 8pm, Monday to Friday, 8am to 6pm on a Saturday, 11am to 5pm on Sundays and Bank Holidays.

Write to us

Craig Donaldson, 
Chief Executive Officer
Metro Bank PLC, 
One Southampton Row, 
London, WC1B 5HA

Complaints Data

At Metro Bank we’re fanatical about getting it right for our customers, but sometimes things do go wrong.  To help you see how we’re performing we regularly publish how many complaints we’ve received, how many were resolved and how quickly we dealt with them.  The latest data was published on 31 August 2017 and we also report this information to our regulator, the Financial Conduct Authority (FCA).

Send it to us online

What happens next after you send us a complaint

We commit to resolving your complaint as quickly and fairly as we possibly can. We aim to resolve matters at the first point of contact where possible, or within 3 working days if it’s a little more complex.
 
If we are unable to provide a full response at this stage, or it’s taking longer than expected, we will write to you to let you know we are investigating the matter further.

  • How many complaints do you receive?

    Every 6 months, we tell the Financial Conduct Authority how many complaints we’ve had, how many we resolved and how many we upheld.

    You can find more information about this here.

  • What details will you need from me?

    We will need the following information from you:

    Your name
    Your email address
    Your phone number - either home or mobile
    Details about your complaint

  • How long will it take?

    If it’s a complex problem, we’ll aim to give you a full response 8 weeks from when you first contacted us, at the latest. We’ll keep you up to date with our progress along the way. 

    In the last 6 months we resolved more than 98% of complaints within 8 weeks.

  • What if my complaint isn’t resolved in 8 weeks?

    If we can’t get to the bottom of it within 8 weeks, or if you’re unhappy with our final response, you can refer your complaint to the Financial Ombudsman Service. 
     
    The Financial Ombudsman Service is a free and independent service to help resolve complaints, if it is clear that resolution cannot be reached with us in the first instance. Although there are time limits for referring your complaint to the Ombudsman, we will consent to the Ombudsman considering your complaint even if you refer the complaint outside the time limits.
     
    There are some limitations to what they can investigate – visit www.financial-ombudsman.org.uk to find out more.