Fraudsters’ tactics are getting more sophisticated, so we need to make sure we stay one step ahead. That’s why we have a range of safeguards in place to protect our customers, and we regularly review and update our systems.
Our priority is the safety and security of the bank and its customers. By taking precautions to protect our customers, we can help them steer clear of fraud. If they are affected, we promise to investigate, and do what we can to avoid innocent victims being left out of pocket.
We are involved with multiple organisations and campaigns centred on preventing fraud, and work closely with law enforcement agencies and other banks to tackle any issues as soon as they come up.
Here are just some of the measures we use (we have others, but it’s safer that we don’t publicise them):
We get in touch with our customers in a number of different ways, including email, phone and text.
We give them the following messages:
Always take care if you’re contacted by anyone saying they’re from Metro Bank. If you’re not sure, disconnect the call and call the number on the back of your card (0345 08 08 500).
We use one-time passcodes to verify a customer’s identity or a payment they have requested. We may send a unique code to the mobile number you’ve given us. The message will state exactly what the code is for, like creating a new payee. You shouldn’t tell anyone what the code is, other than to a Metro Bank colleague or entering it into the banking platform you’re on.
If you get a one-time passcode you’re not expecting, or if someone asks for the code for a different reason than it says in the text message, don’t give it to them. Call us straightaway on 0345 08 08 500.
Remember, although we may sometimes ask you to reply to text messages or send you e-mails with links, we will never:
If you’re not sure whether a SMS or email is genuine, please call us on 0345 08 08 500.
Never post any personal or banking information on social media.
In the UK: If they believe they are a victim of fraud or need advice, they can call us 24/7 on 0345 08 08 500 or visit us in store.
Outside of the UK: If they believe they are a victim of fraud or they need advice, call us 24/7 on 0044 203 402 8312 or visit us in store.
Our aim is to find the right balance between working to prevent fraud and still giving our customers a brilliant banking experience. We are committed to doing all we can to protect everyone who banks with us, as well as providing useful tools and advice to help them protect themselves. Our proactive and holistic approach to keeping our accounts safe and reliable has earned us a number of awards: