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Intermediaries FAQs

Residential FAQs

What documents do you require for a residential application?

Please refer to our packaging checklist.

Where can I find you ID requirements?

Please refer to our ID requirements guide.

How do I calculate the maximum loan for a professional mortgage?

Please fill in details on calculator and press 'calculate'. Once the calculator gives the 'Maximum Loan Available' scroll down and you can proceed with 'Professional Mortgage Range Calculation'. Please refer to our lending criteria for eligibility.

Can I add the product fee on top of the loan amount or would it affect the loan to value?

Yes, the product fee can be added on top of the loan amount and this would not affect the loan to value.

Buy to let FAQs

What documents do you require for a buy to let application?

Please refer to our packaging checklist.

Where can I find you ID requirements?

Please refer to our ID requirements guide.

Where can I find out more information about your buy to let stress tests?

Please refer to our Buy to let rental criteria guide.

What is a consumer buy to let and how do I key this on the application?

Please refer to our Consumer Buy to let support guide.

Do you lend to portfolio landlords?

Yes, please refer to our Portfolio Landlord Support Guide.

Can I add the product fee on top of the loan amount or would it affect the loan to value?

Yes, the product fee can be added on top of the loan amount and this would not affect the loan to value.

Portal access and broker details FAQs

How do I register to transact business with Metro Bank?

To initially register to use our Mortgage Portal, please register here.

You will be asked to input basic details such as FCA number, correspondence address, name, telephone number and email address. Once you have completed this and have accepted our terms and conditions, you will receive confirmation that we have received a registration request.

We will be in contact shortly to confirm if your registration has been approved. If you are a Directly Authorised firm who are not already registered with us, you will be sent a Broker Information Request document and an Intermediary Agreement for completion by your Principal. Once these completed documents have been returned and approved by our Mortgage Quality team, a confirmation email will be sent confirming your approval and access to the system.

If you have any questions about your registration, please email our Registrations Team on mortgage.brokerregistrations@metrobank.plc.uk or contact the Mortgage Broker Helpdesk on 0203 427 1019.

Helpdesk opening hours:

  • Mondays to Wednesdays, 9am to 5.30pm
  • Thursdays, 9.30am to 5.30pm
  • Fridays, 9am to 5.30pm
  • Saturdays & Sundays, closed.
How do I reset my password to access the online portal?

To reset your portal password, please contact the Mortgage Broker Helpdesk on 0203 427 1019.

Helpdesk opening hours:


  • Mondays to Wednesdays, 9am to 5.30pm
  • Thursdays, 9.30am to 5.30pm
  • Fridays, 9am to 5.30pm
  • Saturdays & Sundays, closed.
My account has been deactivated, what should I do?

If you have bee de-registered, please email our registrations team on mortgage.brokerregistrations@metrobank.plc.uk to be registered back into the system. Please provide details below:

Full Name

 

Firm Name

 

FCA Number

 

Date of Birth

 

Middle Name

 

Nationality

 

Country of Residence

 

To be completed if you are Directly Authorised:

Preferred Mortgage Club

 

Limited Company Number

 

Name of Main Director/Signatory

 

Comments

 

For Appointed Representatives we aim to re-authorise your profile within 2 working days.

For Directly Authorised advisers this could take up to 5 working days if your firm needs to be re-authorised too. If this is not required, then we also aim to complete within 2 working days.

Please be aware these timescales are subject to change based on our current registration volumes. We also may need to contact you for further information if required.

How do I change my payment route?

Log into the Mortgage Portal and update your User Profile (this is located on the menu bar beside the Log Out option).

To change your submission route, simply click on the radio button next to change my submission route and select your new Mortgage Club/Network.

Is your decision in principle a soft or hard search?

We will perform a soft credit footprint using Equifax on Agreement in Principle (AIP) stage and a hard footprint at full application.

What are your current service levels?

Please find our current service levels here.

Who is eligible to certify the supporting documents of a client?

Please see our ID requirements guide.

How can I get a case update?

To obtain an update on an existing application, log in to the Mortgage Portal (it needs to be the broker’s log in that keyed the case) and click on the “Recent Case” tab at the bottom of the page.

Select an individual case to be able to see a summary – this will show when each processing stage is reached.

Please note there may be checklist items outstanding that are required prior to your application proceeding.

To see all the checklist items that are outstanding on a case, click on the icon on the left-hand side of the checklist items heading. By clicking on this icon, the screen will extend and show you the full list of outstanding items on that particular case. This will help you identify what documents need uploading as well as questions to be answered, enabling you to process a case faster.

If you still require assistance, you can call our broker Help desk on 0203 427 1019.

Helpdesk opening hours:

  • Mondays to Wednesdays, 9am to 5.30pm
  • Thursdays, 9.30am to 5.30pm
  • Fridays, 9am to 5.30pm
  • Saturdays & Sundays, closed.
How do I upload a document?

To upload documents for the checklist items either ‘add new’ under documents or click ‘upload’ next to the appropriate checklist item.

Click on the arrow of 'document type' and 'sub type' and select the type of document you are uploading or the closest option available.

Click Browse and the system will look for the document in your computer drive (PDF and Word files are acceptable).

Enter a document description for example ‘Scan of Passport’ or ‘3 Months Bank Statements’.

Click ‘upload’.

To provide further information to support your application - On the summary page click 'Send a Message' in the bottom right-hand corner and you will be able to add additional information and send the message directly to the underwriter's queue to be reviewed. This will be reviewed within our portal timescales which can be found on the home page once logged in.

I cannot see all the documents I have uploaded onto a case. What should I do?

Only the latest document uploaded under the same “document type” and “sub type” will appear on the portal. If you believe a document did not upload, please contact our broker Help desk on 0203 427 1019 and our colleagues will confirm the documents we have received.

Helpdesk opening hours:

  • Mondays to Wednesdays, 9am to 5.30pm
  • Thursdays, 9.30am to 5.30pm
  • Fridays, 9am to 5.30pm
  • Saturdays & Sundays, closed
I would like to change the product on a submitted case. Can I do that?

Yes, please use the Send a Message option available on the portal. On the summary page of the case click 'Send a Message' in the bottom right-hand corner and you will be able to add additional information and send the message directly to the underwriter's queue to be reviewed. This will be reviewed within our portal timescales which can be found on the home page once logged in.

Please add new product details (product code, interest rate, term, repayment type).

Existing customers FAQs

How do I access the rate switching portal for an existing mortgage customer?

The new portal, designed specifically for intermediaries to help customers switch mortgage deals online, can be accessed on this page.

Top Tip: All rate switches must be completed on the portal at least 10 working days before the date of the switch. If there is not 10 working days between the day the switch is completed on the portal and the switch date then the switch will not come into being until the following month.

Customers switching via the portal will benefit from no legal or valuation fees with the added option of being able browse deals up to 4 months early and to switch up to three months early without incurring an early repayment charge.

For more information, please see our Product Switching Portal User Guide.

What is the process for Post Contract Variations enquiries (porting, further advances and other changes on current mortgage with Metro)?
A bespoke product was applied to my Post Contract Variations case and when trying to submit it, system asks me to choose a new product. What should I do?

Please select the closest matching product beginning with ‘PCV’ at the beginning, this will be changed once you 'Send a Message' in the bottom right-hand corner and you will be able to add additional information and send the message directly to the underwriter's queue to be reviewed. This will be reviewed within our portal timescales which can be found on the home page once logged in.

Fees and products FAQs

Where can I find your existing customer mortgage fees?

Please see our Mortgage Tariff here.

Where can I find your valuation fees?

Please refer to our product guide on: Residential Mortgage Range or Buy to let Mortgage Range.

When can I choose a legal assist product?

Please refer to our product guide on: Residential Mortgage Range or Buy to let Mortgage Range.

Vulnerable customers FAQs

What is a vulnerable customer?

A vulnerable customer is someone who, due to their personal circumstances, is especially susceptible to harm - particularly when a firm is not acting with appropriate levels of care.

This may be a customer with a physical impairment or limited understanding of the English language. Sometimes life events such as new caring responsibilities, a bereavement, divorce, or redundancy can lead to a customer becoming vulnerable.

Anyone can become vulnerable at any time and this may be temporary or permanent.

Vulnerable customers may be at increased risk of detriment if their needs are not properly supported throughout their relationship with us. Therefore, it’s important you are able to identify a prospective Metro customer who may be vulnerable.

What should you do if you identify a vulnerable customer?

At Metro Bank, we are all about providing unparalleled levels of service and convenience to our customers; this means identifying when customers are vulnerable or are at risk of becoming vulnerable.

If the customer is happy to discuss and has given their permission, please ensure you record that the customer is vulnerable within the application notes, along with any supporting information.

What other support is available for vulnerable customers?

There are many charities and organisations that support customers with vulnerabilities such as the Citizens Advice Bureau (www.citizensadvice.org.uk/). Metro Bank has partnered with the following organisations:

Plain English Society

Alzheimer’s Society

Dementia Friends