Complaints are an opportunity to learn what works and what doesn’t, so we take them very seriously. We want to make sure your Metro Bank experience is as positive as possible, and will do everything to resolve your complaint as quickly as possible.
We do our best to get everything perfect, but on occasion something can go wrong. We publish information about the number of complaints we’ve received every six months, in an effort to show you how we’re doing. We also send this information to our regulator, the Financial Conduct Authority (FCA).
The table below shows all complaints received between July 2024 and December 2024. We publish all data on all the complaints we’ve received, including those which were resolved immediately.
We aim to resolve matters at the first point of contact wherever possible. However, for the majority of complaints we received, we resolved them after 3 days but within 8 weeks.
Firm name: Metro Bank
Group: Metro Bank PLC
Other firms included in this report: N/A
Period covered in this report: 1 July – 31 December 2024
Brands/trading names covered: Metro Bank, RateSetter
| Number of complaints opened by volume of business | ||||||||
|---|---|---|---|---|---|---|---|---|
| Product / service grouping | Provision (at reporting period end date) |
Intermediation (within the reporting period) |
Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage upheld | Main cause of complaints opened |
|
Banking and Credit Cards |
3.16 per 1,000 accounts |
N/A |
8682 |
8283 |
26% |
74% |
43% |
Other general admin/customer service |
|
Home Finance |
8.40 per 1,000 balances outstanding |
N/A |
234 |
229 |
36% |
60% |
70% |
Other general admin/customer service |
|
Credit related |
6.22 per 1,000 accounts |
N/A |
1019 |
988 |
54% |
46% |
28% |
N/A |
Provision: Information on context for ‘Banking and credit cards’ and ‘Credit related’ relates the number of complaints opened within the reporting period to the total volume of accounts at the end date of the reporting period. The ‘Home Finance’ provision is based on balances outstanding at the end date of the reporting period. The equivalent ‘Home Finance’ provision based on volume of accounts at the end date of the reporting period is 7.23 per 1000 accounts.
Percentage upheld: The percentage of complaints where we have found in favour of our customer