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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 July and December 2019. We publish all data on all the complaints we’ve received, including those which were resolved immediately.

The majority of complaints we received were resolved in three days or less, and we aim to resolve matters at the first point of contact wherever possible.

Firm name: Metro Bank 
Group: N/A 
Other firms included in this report: N/A 
Period covered in this report: 1 July – 31 December 2019
Brands/trading names covered: N/A

  Number of complaints opened by volume of business            
Product / service grouping Provision 
(at reporting period end date) 
(within the reporting date 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 4.15 per 1,000 accounts N/A 8,122 8,020 67% 33% 46% Other general admin/customer service
Home finance 3.13 per 1,000 balances outstanding N/A 128 124 42% 58% 36% Other general admin/customer service
Credit related 6.64 per 1,000 balances outstanding N/A 634 630 N/A N/A 37% N/A

Glossary of complaint terms:

Provision: Where the firm is the provider of the product, using the total volume of accounts held at the end of the half-year.
Percentage upheld: The percentage of complaints where we have found in favour of our customer.