Metro Bank Reviews 

Tried to withdraw £10 twice from ATM in Uxbridge town centre on Sunday 23 August. No notes issued. Discovered on getting home via the Metro App that £20 had been debited from my account. Spent 90 MINUTES talking and texting Customer Service/ Fraud department explaining what happened. After three days £10 credited to my account. I have been a customer with metro for over 12 years, never been overdrawn, but feel like a criminal. Have closed my account and will continue to chase additional £10.

I have had such aggrevation trying to open a simple personal bank account.
Has taken several days to do this online (so far) with over 10 OTP codes.
Customer Services were no help and told me to go into a branch which I did today - Harrow.
They were even less help.
I thought I'd try again online and this time it did finally set up the account but .....
It was missing another code that was required so I clicked on the "forgotten" tab and it said it would send another OTP code - but to an incorrect phone number - one that I finally figured out belongs to a firm of lawyers I worked for who had Metrobank accounts - 15 years ago.
Again on to their their customer services - 30 minutes so far and counting. They can't figure it out so now on to their IT department to sort this mess.
Will take more hours / days to fix.
What a $^"$ mess !
That call finally lasted 70 minutes.
Still no solution. Issue will take 2 working days to respond but IT department will take 7 working days to respond.
Filed a formal complaint. Demanded a respolution to the issue and financial compensation.

£5000 has disappeared from my account without me having made any transactions, their banking license should be removed immediately before before they cause any more havoc to innocent people

About the process of opening the account.

It wasn’t stressful but it could have been quicker for a long term customer

The worst banking experience ever. Ada (the AI robot) is infuriating and has not been programed with accurate information. It is not possible to make international payments via the app or online banking and so the only option is to go into branch or use the phone. Except Ada just tells you to use the app or online banking. Many international transactions get blocked for no reason and human staff parrot the same "outside our risk appetite" excuse. I asked them if they know what that means, they all say no. The complaints team then writes to me explaining that this is an adequate reason to refuse the transaction, but guess what- they don't specify what it means. I guess I may as well asked Ada.

Excellent Service from Metro Bank

I recently contacted Metro Bank while setting up my new business, and I have to say the experience has been excellent from start to finish.

After speaking with other banks, I found their processes quite lengthy and it was difficult to speak to a real person. Metro Bank was completely different.

Jimmy arranged a video call with me, took the time to introduce himself, answer all my questions, and explain everything clearly. This made me feel extremely comfortable and reassured knowing that I could reach someone whenever I needed support.

I also visited a Metro Bank branch, where Leban was fantastic. Despite the branch being very busy, Leban took the time to sit with me, understand what I needed and explain the next steps. I really appreciated the personal service and willingness to help.

I would also like to thank Haben and Neet, who assisted with opening the account and provided a quick, efficient and professional service.

Starting a new business can be stressful, especially when dealing with banks and paperwork, but the team at Metro Bank made the process feel straightforward and manageable.

A huge thank you to Jimmy, Leban, Haben and Neet for their professionalism, patience and genuine support. Their service has given my new business a great start, and I feel confident knowing I have a team I can turn to for help.

Highly recommended excellent customer service and a genuinely personal approach.

I opened a business account yesterday ar the Merry Hill branch. The business manager Connor was excellent. He was courteous, professional and explained everything in full. The process was thorough and took about an hour snd a half but it flew by and we were kept informed all the way through. I’d highly recommend Connor if you are thinking of opening a business or looking to change banks.

Opening up a bank account with Metro bank was very easy... I walked in ,I was given an appointment. At the appointment I was seen by a member of staff who was very professional and explained everything to me in detail and answered all my questions.

Fantastic professional service. Quick, simple and comprehend able.

Metro Bank is absolutely rubbish. They closed my eight-year-old account and safe deposit box and demanded I empty it within seven days. There was no explanation just an email stating that section 11.2 of their terms and conditions had been breached. It were my 12-year-old accounts.

When ever I have tried to talk to someone, get told to go neareas bank, which is no longer close to me

Avoid!! Sent my friend £150 and he sent it me back about an hour later. This somehow triggered a fraud alert and they have locked my account. Genius fraud scheme getting your own money back! Thankfully I have money in other places but if this were all my cash I’d be waiting up to 7 days now whilst they have frozen my money. Utterly ridiculous. Asking for all sorts of documents aswell. Stick with the big banks. Will file a complaint and send to the ombudsman too. Clown show

Proceeds of a 12 month matured bond, paid into my account from FCA regulated Investment bank.
Fraud department locked account. I understand money laundering protocols but anyone with half a braincell would see the reference as well as the name being on a payees list.
Proof emailed as requested. Back came an automated response telling me it may take 3 days. What ...?

It is not possible to SPEAK to the Fraud department. CS managers only have email access and accept the legitimate customer frustration, which seems to be frequent but are helpless.

This situation is 100% unacceptable. This should be sorted in 3 minutes NOT 3 days.

Finally 36hours on the block has been lifted and I can finally access my money which I needed TODAY but not before we had scraped together money to pay a tradesman, as promised TODAY.

Complaint registered regarding the delay and will undoubtedly take this to the FCA if I am unhappy with the response.
The worst bit is I dont think anyone at Metro cares that the Fraud Team are driving legitimate long standing customers away.

been a customer for 6 years but these have major problems and that your money is not safe or secure if you use you card for online purchases i bought a hifi system off vinted uk cost over 100 pound when i got it it was smashed to pices non working goods opened dispute with metro bank and it was very complicated tiresome process asking for all kinds of photo evidence witch i provided 2 weeks later they knocked my claim back and now ive lost all my money dont know how they call themselves a bank your moneys not protected now i dont know weather i want bank with metro bank no more after doing me i certainly wont be making no more online purchases with them no more natwest n rbs are much better and hsbc

The customer service here is notably poor 😟. Waiting excessively for managerial assistance is unacceptable. This branch's representation is substandard, requiring significant improvement in customer treatment, especially after multiple requests over a month 🗓️. Disappointing experience 👎.they face people from their clothes not to give a hand of proper assistance . that’s very easy to judge and to behave rude to costumers which never were saying a word ,were kind until the end but the manager of this branch is not even a human being - he treats people with very very rude way . Costumer service it’s 0 rate , manager the same .
I don’t think somebody wants to deal with this type of bank anymore as long as they didn’t even follow the procedure of to be polite

very interesting branch which closing accounts because they want to that means manager put people into categories very great point of view

This is the branch which showing the real face

Even your run a business they communication and corporation, willing to assist it’s not even professional level .

In case , if you wish to have low communication this branch this bank is for you

Best advertising ever !

My daughter's contactless facility has failed, so she needs her pin number - which, unsurprisingly, having not used it since the first time she had to, she cannot remember. She cannot get this reset even if she goes in branch with ID. She has to wait for a brand new pin to be sent through the post - up to ten working days. My 13yrold has no access to her funds in the meantime. The time it took for the online agent to tell me this was utterly painful. Huge pauses in between each answer, when I asked a very simple question. Sukrutha could not be less interested in helping. Similar response on Facebook messenger. When I said it's a shame because the staff at Southend were very good, the response was WAY more interested in that positive aspect, than the negative that they clearly didn't care about at all. Clearly operating from some robotic consultancy nonsense. Well, I'm a human and I'll be moving her account as a result of these exchanges.

I am trying to open my business account, but information in the application for my company is incorrect, really mixed up, showed that I'm not the director, only the shareholder , so I called their phone line , but no helpful at all.

Had a wonderful advisor at the Ilford branch called Anita who kindly opened my account.

She was extremely polite, friendly, professional and very understanding to my personal circumstances and situation. She offered to also leave notes on my file due up my personal injury so that the bank will be aware if I need any extra support. I’ve never in any UK bank had an advisor ever offer such support. She really is a credit to the business.

Anita was very patient with children I had with me today offering them pens and paper to keep them occupied whilst she opened my account effectively. The kids also complimented her and gave her a big hug as they left.

Coming from a banking sector myself (was a financial advisor 12 years ago) it was really lovely to see that the level of service I was trained with at the time has still continued and that was shown with Anita. A very understand and kind soul.

She politely walked me out to the front door as our meeting had finished.

Everything was explained throughout the process of my account being opened and I had no questions to ask as she professionally went through each point leaving nothing unanswered or questionable.

Thank you so much for one of the best banking experiences I’ve witnessed.

I wish Anita the very best of luck in her career and I really hope she is recognised for her outstanding and unique service.

Thank you 🙏

Metro have physically stolen my money and refuse to allow me access to it!

I am so physically exhausted with metro. I wish I never even opened an account

They need more information than I have ever known from a bank. Due to me changing director they have stopped me getting access to my account despite the fact I have my own funds in there. Everything is on companies house so I am not sure why they need to do this. I have tried to call but they say I cant speak to a manager as my account is restricted.

I am not even sure this is legal so I will be speaking to the FSA about it.