Metro Bank
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Long-term customer left disappointed by lack of transparency
I’ve been a Metro Bank customer for over a decade, and until recently I would have described them as customer-focused. Unfortunately, my recent experience has completely changed that view. After being charged fees I had never been made aware of – despite multiple opportunities for the bank to mention them – Metro Bank’s communications were unclear and, in my view, opaque. Even when I raised a complaint, they initially offered to refund only half of the charges. It was only when I took my case to the Financial Ombudsman that the bank immediately changed its position and offered to refund the full amount. While I’m glad to have recovered the money, I find it telling that it required escalation to an external body before they would do the right thing. This is not the behaviour I expect from an organisation that claims to put customers first. Sadly, after many years as a loyal customer, this has been a very disappointing experience.
