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Complaints Data

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 January 2025 and June 2025. 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 Jan – 30 June 2025

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

3.45 per 1,000 accounts

N/A

9473

9789

38%

62%

45%

Other general admin/customer service

Home Finance

10.77 per 1,000 balances outstanding

N/A

201

218

33%

66%

72%

Other general admin/customer service

Credit related

8.76 per 1,000 accounts

N/A

1196

663

65%

35%

35%

N/A

Glossary of complaint terms

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 periodThe Home Finance provision is based on balances outstanding at the end date of the reporting period

Percentage upheld: The percentage of complaints where we have found in favour of our customer