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Mortgage payment support

Are you having trouble paying your mortgage?

Many people are struggling with their finances right now — interest rates and fuel prices are rising, and the cost of food and other everyday essentials is going up too. We understand that, like many others, you might be worried about making your mortgage payments.

If you require immediate assistance, please contact us using one of the contact methods below or email us at with your contact details and we will respond within the next 7 days.

The Mortgage Charter

Metro Bank are signatories to the Government’s Mortgage Charter, which is designed to help customers who are up to date on their mortgage payments but are worried about the impact of higher rates.

Mortgage Charter support

Don’t wait until you’ve missed a mortgage payment

Don’t wait until you’ve missed a mortgage payment

The sooner you contact us, the quicker we can discuss the options available to you. Your home may be at risk if you don’t keep up your mortgage repayments. Please get in touch as soon as possible in one of the ways below if you’re concerned about making your payments as we may be able to help you. You don’t have to wait until you’ve missed a payment.

It’s always a good idea to get independent advice on your finances as a whole, which we aren’t able to give. We can help you find the right organisation to support you, so that you get as much help as possible.

At the bottom of this page there’s a list of organisations that offer help with mortgage payment issues. You might also find our managing the cost of living page helpful.

How to contact us regarding your mortgage payments

How to contact us regarding your mortgage payments

  1. Fill in our mortgage questionnaire. We’ll take a look at the details you give us and review your mortgage account, then call you back within 7 days. These are the questions we will ask if you call us.
  1. When you have a little more time, please fill in our online ‘income and expenditure’ form with all the details of your monthly income and outgoings. It will help you understand your financial situation, and help us to understand how we might be able to help you. Please fill it in as accurately as possible. You’ll be given a choice of 2 ways to complete the form:
  • With Open Banking, which is the quickest way. Simply enter a few details and the form will be populated using the last 3 months’ transactions from all your bank accounts, and sent to us automatically.
  • Or, by entering all your own details, and sending your last 3 months’ bank statements to or posting them to: Mortgage Admin team, Metro Bank Plc, PO Box 1130, Uxbridge UB8 9XX.

When we receive your income and expenditure form we will call you back within 7 days to discuss how we can help you. Please call our team on 0345 319 1201* if you need any help with the form.

  1. If you prefer to speak to someone or you have an urgent query, you can call us on 0345 319 1201*, 8.30am to 6pm, Monday to Friday.
  1. Other ways to contact our Mortgage Servicing team:
  • Complete a mortgage callback form and we’ll aim to call you back within 7days.
  • Email us. Please provide your eight-digit mortgage account number, which starts with a 4 and can be found on any letter you have received from us about your mortgage.
  • Write to us at: Mortgage Admin team, Metro Bank Plc, PO Box 1130, Uxbridge UB8 9XX.

*Call charges might apply — check with your service provider.


Anything you tell us about your situation is treated as confidential. We don’t share personal information with other lenders or credit reference agencies.

We are required to tell credit reference agencies if you have missed a payment, but if we can come to a payment arrangement with you we will also tell them about this.

What happens next?

What happens next?

Whether you need temporary support to get back on your feet or a long-term change, there are options we can look at with you — such as agreeing reduced payments for a period of time. What we can agree will depend on your individual situation, and we will consider any proposal you make.

Our priority is to reach an arrangement with you, and any legal action is only considered when we have explored all other possibilities.

Call us

Contact the Mortgage Servicing team on 0345 319 1201.

8.30am to 6pm, Monday to Friday.

Contact us on 0345 319 1201

Looking for more general support?

We’ve put together some helpful advice on budgeting, boosting your credit score, avoiding fraud and scams and a number of other ways to navigate the current cost of living crisis.

Managing the cost of living

Organisations that can help with money and your mortgage

Money Helper

Free and impartial money advice set up by the UK Government, which offers help with debt management and budget planning.

Money Advice Scotland

Scotland's money charity, which provides free and confidential guidance on financial wellbeing and dealing with debt.

Citizens Advice

A free service with links to charities, offering help with debt solutions, money management and more.


UK Government information on benefit entitlements, housing, local services, money, tax and pensions.


Shelter provides free legal support for people who have lost their homes or are facing eviction.