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Helpful information about your mortgage

Learn all about your mortgage

  • What happens when my product ends?

    You will receive a letter approximately 5 months before your product is due to expire, then 3 months before the expiry date you will receive a further letter which will provide you will details of how you can switch using our online portal or contact details for a mortgage consultant. At this point you can log in and this will provide you with the details of the available products and you can switch at this point. If you do not wish to switch product your account will revert to the applicable standard variable rate and you will receive a letter advising of your new payment. 

  • Can I switch my product?

    If you wish to switch your product you will need to choose a new product. 

    You can view all products available to you using the online mortgage portal by clicking on the following link: https://intermediaries.metrobankonline.co.uk/RetentionConsumer

    Alternatively, please contact the mortgage customer team so you can book an appointment with a mortgage consultant. Their contact number is 0203 427 1435.

  • How do I find my mortgage balance?

    You can view your outstanding mortgage balance using the online mortgage portal by clicking on the following link: https://intermediaries.metrobankonline.co.uk/RetentionConsumer

  • What if I want borrow more money or move my mortgage to a new property?

    Please contact our mortgage customer team so you can book an appointment with a mortgage consultant. Their contact number is 0203 427 1435.

  • How do I request a settlement figure/redemption statement?

    We’re sorry that you are thinking of leaving us but understand there are many reasons why. If you are looking for a new deal just let us know and one of our dedicated Retention Team members can discuss the options with you.

    If you or your acting solicitor want to request a redemption statement, you can do so by emailing Completions Team or call our Mortgage Admin Team.

    You can also write to us here.

A bit of admin – things you may wish to do

  • How do I request a statement?

    A mortgage statement will be sent to you on the anniversary of the completion of your mortgage. Should you wish to request an interim statement you can do so by emailing Completions Team or call our Mortgage Admin Team 

    You can also write to us here.

  • Who should I contact if I have a query regarding my statement?

    If you have any queries regarding the content of your statement please contact the Completions Team or call our Mortgage Admin Team

    You can also write to us here.

  • Can I change my Payment Date?

    You can change your payment date to any date between 1st – 28th of the month. But a payment must be collected every month so this must be within the same month e.g. you cannot move your payment from 28 May to 1 June.

    If the payment date is being moved forward an additional payment will be required to cover the interest charged on the days between the payment dates.

  • How do I change my Direct Debit details?

    If you wish to amend the bank account details from which your payment is taken you will need to complete a new direct debit mandate.

    Please note that the bank account must be in the name of the mortgage holder and an account from which direct debits can be collected.

    If you wish to change your bank account details please download and complete the direct debit mandate and return to us.

    Please email the completed direct debit mandate to our Completions Team.

    You can post your direct debit mandate to us here.

  • How do I update my name / address records?

    If you want to update your correspondence address please contact the Completions Team or call our Mortgage Admin Team.

    You can also write to us here and you can use this address if you want you update your name details, but make sure you enclose a certified copy of your change of name deed, deed poll or marriage certificate.

A few technical bits

  • Can I apply for a deed of substituted security to extend the lease on my property?

    If you require a deed of substituted security, your solicitor will need to prepare this document and send it to us at:

    Metro Bank PLC
    1 Southampton Row
    London
    WC1B 5HA

    Your solicitors will also need to confirm that they act for you and the bank as well as providing a summary of the reason for the application.

  • Can I take someone off or add another party onto my mortgage?

    If you wish to remove or add a party from or to your mortgage, you will need to contact the new customer team so you can book an appointment with a mortgage consultant. Their contact number is 0203 427 1435.

  • Can I apply for consent to let?

    If you are thinking of letting your property we can consider this on a temporary basis.

    You will need to apply for permission and will need to pay a fee of £70.00.

    If you wish to apply to let your property on a temporary basis, please download and complete the application form below and return to us with the application fee. 

    Please email the completed application from to our Completions Team

    You can post your application to us here

    Please see “How do I pay a fee” for details regarding how you can pay any fees.

  • How do I pay a fee?

    There are a variety of payment methods available to you.

    If you would like to pay by cheque, please make your cheque payable to Metro Bank PLC, quote your account number on the reverse and send the cheque to us here.

    You can also pay directly into your mortgage account, using the following details. Please quote your mortgage account number as the reference.

    Bank Name:                      Metro Bank PLC

    Account Name:                Metro Bank PLC – Mortgages

    Account Number:            12994907

    Sort Code:                        23 - 05 - 80

  • Can I nominate a third party to be able to discuss my account?

    You can nominate a third party to call on your behalf for a period of up to 12 months.

    If you wish nominate a third party to call on your behalf, please download and complete the application form and return it to us with the required documentation.

    Please email the completed application from to our Completions Team 

    You can post your application to us here

  • How do I request the deeds to my property or a copy of the deeds?

    Please note Metro do not hold any title deeds. Please contact the solicitors who acted for you on the completion of your mortgage for further guidance.

Here’s how to contact us

General Administration and Payments

If you are an existing customer and you have a query which relates to the general day to day administration of your mortgage please contact us on:

Email mortgagecompletions@metrobank.plc.uk
Telephone: 0345 319 1200 between 8.30am – 6.00pm Monday to Friday.
Write to us at: Metro Bank, Mortgage Admin Team, PO Box 1130, Uxbridge, UB8 9XX

Please note, if you are contacting us via the telephone, to ensure we can identify you, we will ask a number of questions that relate to you and your mortgage. This is to ensure we are only releasing your information to you or any party you have authorised to discuss your account.  Unfortunately, if these questions are not answered correctly, we will be unable to discuss your mortgage so we do suggest you have account information to hand when calling us.

New Lending

For enquires relating to, new lending (including moving your existing mortgage to another property), contract variations (including adding and removing parties to your existing mortgage) and further lending please contact us on 0203 427 1435.

You can also call us on this number for any enquires relating to new products and switching products or visit our online portal at https://intermediaries.metrobankonline.co.uk/RetentionConsumer