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How do I report a lost or stolen card?

If you have lost your card or had it stolen you should cancel it immediately. You can do this through our mobile app, in store or over the phone.
To cancel via the mobile App:

  1. Log into your mobile app
  2. Click ‘More’
  3. Click on ‘Manage my cards’
  4. Select the card you wish to cancel
  5. Click ‘cancel card’
  6. Click ‘Confirm’ your card has been cancelled.

To order a replacement card, you can either call us, visit a store, or simply log into your account on the Metro Bank mobile app. To order a replacement card:

  1. Log into your mobile app
  2. Click ‘More’
  3. Click on ‘Manage my cards’
  4. Select the card you wish to replace
  5. Select Replace Damaged Card
  6. Proceed to Order a New Card

Please be aware that the quickest way to get your replacement card is at the store as you can get it printed right then and there. It might take up to get 7 days to receive it if you request it over the phone or via our website/mobile app.
To cancel via the website:

  1. Log into your internet banking platform
  2. Click on ‘View your accounts’
  3. Select your account
  4. Click ‘Useful account services’ > ‘Cancel card’
  5. Select the card you wish to report as lost/stolen
  6. Select either ‘Lost’ or ‘Stolen’
  7. Click ‘Cancel this card now’
  8. Your card has now been cancelled

You can also call us on 0345 08 08 500 if you are a personal customer or 0345 08 08 508 if you are a business customer.

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Online

Metro Bank 24/7. Check balances, make payments, see transactions and open new accounts any time - all with internet banking.

Mobile

Control your money on the move with our mobile banking app. Check balances, move money, make payments and more wherever you are.

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.

Telephone

If you need help you can talk to a real person in our UK contact centre 24 hours a day, 7 days a week, 365 days a year

Still have questions? Let us know

You can get in touch 24 hours a day, 7 days a week. You can call us, mail us, come see us or send us a tweet. Here’s how. 

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By phone

Speak to someone in our UK-based contact centre, 24 hours a day, 365 days a year.

Personal Customers
Call us on 0345 08 08 500

Business Customers
Call us on 0345 08 08 508. Our specialist business team is available between 8am and 6.30pm, Monday to Friday. Outside of these hours, you can contact us on 0345 08 08 500 for account information, balance enquiries, payments, and help with personal and business internet banking

Calling from outside the UK? Use 0044 20 3402 8312.

Call charges might apply – check with your service provider

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Lost and stolen cards

Lost and stolen cards

Call 0345 08 08 500 to report your card lost or stolen.

Opening hours:

  • 24 hours a day, 7 days a week, 365 days a year

Card security and card fraud

Card security and card fraud

Call 0345 08 08 509 if you are worried about fraud on your debit, credit or cash card, your card has been blocked or if you want to query or dispute an unrecognised card transaction.

Opening hours:

  • 24 hours a day, 7 days a week, 365 days a year

Account security and fraud

Account security and fraud

Call 0345 08 08 500 if you are worried about the security of your Metro Bank account or if you are suspicious of fraudulent activity on your account.

Opening hours:

  • 24 hours a day, 7 days a week, 365 days a year

Switching your account

Switching your account

Want to switch your personal or business current account to Metro Bank? Call us on 0345 08 08 500.

We can also help with switches that are in progress. For this, call 0345 08 08 501.

Opening hours:

  • Monday to Friday: 9am to 5.30pm

Mortgages

Mortgages

Existing customers: For questions about your existing Metro Bank mortgage, call 0345 319 1201.

Opening hours:

  • Monday to Friday: 9am to 5.30pm

New mortgage applications: If you have a question about a new mortgage application, call 0203 427 1435.

Opening hours:

  • Monday to Saturday: 9am to 5.30pm
  • Sundays and bank holidays: 11am to 5pm

Mortgage Brokers: For enquiries on new and existing applications, please call us on 0203 427 1019.

Opening hours:

  • Monday to Wednesday, 9am to 5:30pm
  • Thursdays, 9:30am to 5:30pm
  • Fridays, 9am to 5:30pm
  • Saturdays & Sundays, closed

Savings

Savings

For help with our savings products, including ISAs, call us on 0345 0808 500. Amaze Direct would be your first point of contact and they are available 24/7.

Arrears

Arrears

If you want to discuss arrears on your Metro Bank Current Account, Cash Account, Personal Loan, Business Start Account, Business Bank Account, Small Business, Commercial or Community Account, or if you have a question about a collection letter you have received, call 0345 241 3075

Opening hours:

  • Monday to Thursday: 8am to 8pm
  • Friday: 8am to 5.30pm
  • Saturday: 9am to 5.30pm

St James's Place products

St James's Place products

If you have a question about a Metro Bank/St James's Place product, including intergenerational mortgages, call 0203 402 8970.

Opening hours:

  • Monday to Friday: 9am to 5.30pm
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Face to face

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

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On Twitter

Have you had a great moment in-store with one of our colleagues? We’d love to hear about it!

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Seen something fishy?

If you’ve been sent an email which looks suspicious, don’t reply to it. It might be fraudulent. Forward it to us and we’ll investigate. 

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Write to us

Prefer pen and paper? Send us a letter to the following address:

Metro Bank, One Southampton Row, London, WC1B 5HA.

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Send us a message – we’ll aim to get back to you within 24 hours.

Make a complaint

We take our outstanding customer service very seriously. If you’re not happy about something, we need to know. Tell us what went wrong:

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MetroBank_Help19 Apr 2019
^SA@rozhubley Hi Roz, Metro bank accounts can accept foreign currency deposits. Hope this helps. ^SA
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MetroBank_Help19 Apr 2019
^SA@Phil13A Sorry to hear this Pricey, can you DM your full name and contact number? I can arrange for a colleague to contact you. ^SA
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MetroBank_Help19 Apr 2019
Good evening everyone, we hope you've had a great day! Nisal ^NK Saida ^SA here to help with any banking related qu… https://t.co/l1SAtnVZ9u
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