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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 2021. 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: N/A 
Other firms included in this report: N/A 
Period covered in this report: 1 July - 31 December 2021
Brands/trading names covered: N/A

 

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

3.49 per 1,000 accounts

N/A

7714

7572

43%

57%

50%

Other general admin/customer service

Home finance

11.64 per 1,000 accounts¹

N/A

309

323

38%

61%

52%

Other general admin/customer service

Credit related²

6.30 per 1,000 accounts

N/A

1357

1343

67%

33%

33%

N/A

¹Change in Complaints per 1,000 accounts for Home Finance versus H1 2021 predominantly due to a population of home finance accounts being excluded from the Provision calculation (“complaints per 1000 accounts”) used at the end of the reporting period. This follows completion of the legal title transfer of those home finance accounts in November 2021 (mid reporting period).

² Following Metro Bank’s acquisition of RateSetter, the number of complaints opened and closed now includes consumer borrowing complaints data from RateSetter.


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 year

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