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What is a pending transaction, and how long can it stay pending?

A pending transaction is a recent card transaction that has not yet been fully processed by the merchant. If the merchant doesn't take the funds from your account, in most cases it will drop back into the account after 7 days. This can be 28 days for car hire and hotel reservations, and other hire transactions may also take 28 days.

top FREQUENTLY ASKED QUESTIONS

  • Where can I find my 12-digit ID?

    You would have received your 12-digit customer number in your welcome letter or email.

    If you've forgotten your number, you can:

    - Check the mobile app: Log in to the Metro Bank app and go to the More menu to access Settings, and select My Details. Your ID should be located under your name.

    - Visit a Metro Bank store.

    - Personal customers can call 0345 0808 500, 24 hours a day, 7 days a week.

    - Business customers can call 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.

  • How do I log in to internet banking?

    Are you having issues logging in? For in-depth information see our detailed FAQ page

    Where you log in to internet banking depends on the type of account you have:

    You can also register for internet banking here, and update your internet and mobile banking security details here.

  • How do I make a payment?

    You can make a payment via our mobile app, internet banking or in store.

    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.

    See our more in-depth guide on making payments via our website and app. 

  • 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, on online banking or in store.

    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. 

    See more in-depth information and step-by-step guides for cancelling your card.

  • I don't recognise a card payment, what can I do?

    This often happens because some companies have trading names that are different to the name you are used to seeing. Check our table of trading names for more information and advice on what to do next.

  • How do I open a Metro Bank personal current account?

    We’ve made it really easy to open a personal current account with Metro Bank. Just come in to one of our stores  or apply online - all you’ll need is proof of your identity and up to two documents for proof of address. Your current account will be up and running straight away. If you’re in store, we’ll print your bank card and cheque book there and then. If you open your account online, your card will arrive within a few days.

    Find out more about personal current accounts

  • I've received a suspicious email - what do I do?

    We are aware that sometimes customers receive emails from people pretending to be us. You may be able to identify a suspicious email by:

    • A spelling mistake in the email address
    • Being asked to confirm your personal/ security details
    • Being asked to login to your internet banking via a provided link to confirm a transaction

    If you are suspicious of an email, please forward it to phishing@metrobank.plc.uk. If you need more help, please call us on 0345 08 08 500.

  • How long does it take for a cheque to clear?

    Cheques normally take 5 working days to process. If a bank holiday falls during the clearance period, the number of days will be extended accordingly. For example, a cheque paid in on Thursday before 6pm, when the following Monday is a bank holiday, will be available on the following Thursday rather than Wednesday.

    When paying in cheques drawn on a non-UK bank, please allow 6 - 8 weeks for clearance.

    If you’d like to know how quickly you can withdraw your funds after a cheque has been paid into your account you can take a look at our cheque clearance guide.

Our products

ways to bank

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

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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 1200.

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

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. 

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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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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