Metro Bank

Inaccurate record keeping

It seems like the bank has gone downhill over the years. It used to be very supportive easy to use but nowadays it’s lacking a lot and it’s behind a lot of these newer banks. I wouldn’t recommend it.

When I opened my account with Metro Bank over 10 years ago, they were brilliant. I didn’t have a branch anywhere near me, so I relied on their great customer service. However, I had an unauthorised Direct Debit leave my account today so tried to ring them this morning, only to find that their call centre now doesn’t open until 09:00. What kind of service is that? I rang back at 09:00 and after 30 minutes on hold, I gave up. I thought I’d try the chat feature in the app, but despite it being past 09:30 now, the automatic reply tells me that everything is closed and will be open at 09:00! I’m going to find another bank to use instead, because this is just ridiculous. I’m not even going to bother claiming the £16 Direct Debit back because it’s not worth the hassle. I’ll just cancel it myself online.

The person who attended was very kind and helpful but the process of opening the account was too lengthy,time consuming and Laborius.

Today i received a excellent service from Habibi at metro bank,she was very helpfull and having a very good communication skills for customer service and full of patience, Thank you so much dear you deserve the best

Not happy banking with metro buisness, terrible , have no reason to close my account but have done

⭐⭐⭐⭐⭐ I recently had the pleasure of speaking with Fiza from Metro Bank customer support, and I was genuinely impressed by her professionalism and patience. She took the time to carefully listen to my concerns, explained everything clearly, and ensured that my issue was fully resolved. It’s rare to find such attentive and knowledgeable customer service these days, but Fiza truly went above and beyond. Her friendly and approachable attitude made the whole experience stress-free. Thank you, Fiza, for your excellent support!

If I could put 0 stars I would. Horrendous customer service. Do not choose this bank. There is a reason they are rated the worst customer service. I have had a complaint open for over a year with them and the issue is still un resolved and I can’t even get a response back.

Following my scathing review of the Slough branch of Metro, I felt compelled to share my experience of the Staines branch. What a difference! Slough - rude, belligerent staff, I will never set foot in the Slough Branch again!. Staines is excellent, efficient, friendly, and professional! A special mention to Honor, she is a credit to the company! Give that young lady a promotion! Thank you, Staines branch, for changing my view of Metro from terrible to excellent.

Absolutely Useless. As a business account customer, Metro bank make it virtually impossible to have hassle free banking, the app is useless, the call centre is useless and after wasting hours and hours for a simple task that any other bank would do with ease, being cut off after 30/40mins of waiting, you just give up. The worse advice I’ve ever taken from my accountant is to bank with Metro bank. I intend to move both my accounts to a different bank.

Very poor bank! No customer service! Closed my account with no explanation! A false claim from another person sending me money! No email to ask what it’s about or a call! Very poor! Do not bank with them

Metro staff was friendly and patient to explain every step of the process

From the initial making of the appointment through to opening the account everything went smoothly. We were made to feel valued customers.Real customer service is not dead!

When opened account was best bank ever to use, they dealt with any query immediately, now it’s the worse. AI don’t answer your questions, your paying to call them on telephone service and before you speak to someone it’s over 2 minutes rubbish you have to listen to, gave up after 2 minutes. The bank on high street is even worse than AI and telephone put together, got moved around and now after 10 days my bank card has came with wrong persons name on it. VERY POOR SERVICE

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.

Wish all banks were like this. Excellent.

Great professional and friendly staff, with great service to, easy access to open your bank account, and I would recommend to anyone who desire Great service.

**18 Months of Lies, Delays, and Disrespect** I wouldn’t wish my experience with Metro Bank — or the UK’s so-called financial “authorities” — on my worst enemy. After selling a property abroad, our buyer sent the funds promptly. That should have been the easy part. Instead, the Bank of England, HMRC, and Metro Bank turned it into an 18-month nightmare of stonewalling, buck-passing, and outright deceit. We made hundreds of calls, sent countless emails, and still got nowhere. When Metro Bank *finally* received the funds, they didn’t release them — they started playing their own game, holding our money for days with false promises of “just a couple more hours.” It’s impossible not to conclude they’re holding people’s money to use it for their own benefit while customers suffer. There’s no transparency, no urgency, and no basic respect for the people they’re meant to serve. If you’re thinking of trusting these institutions with your money — don’t. You might never see it again without a fight.

We have now spent *almost 12 months* fighting with the **Bank of England**, **HMRC**, and **Metro Bank** to receive funds sent to us by our buyer following the sale of a property overseas. This has been nothing short of *financial abuse*, carried out in plain sight by institutions who seem to treat people’s livelihoods as their personal playground. From the outset, the journey has been a grotesque display of delay tactics, obfuscation, and greed. Each organisation has *helped itself* at our expense, dragging the process out for their own financial gain. After months of agony, nearly **900 phone calls**, and *thousands* of letters and messages, Metro Bank finally received the funds from our buyer — funds that should have been in our account almost **18 months ago**. Instead of showing even a shred of decency, they began *their own* shameful game. They knowingly withheld our money for days on end, stringing us along with the same empty lie: “just two more hours.” This charade repeated endlessly, with no explanation other than a brazen disregard for us as customers. Let’s be clear: **holding our money after 18 months of waiting is not ‘procedure’ — it’s theft dressed up in bureaucracy.** It is hard to escape the conclusion that Metro Bank is profiting from keeping our funds in play on the stock exchange while we are left in limbo. This behaviour is **despicable**, disgraceful, and beneath the standards of any institution claiming to serve the public. It demonstrates a complete absence of integrity, accountability, or even basic human respect. If you value your sanity, your time, and your financial security — stay far, far away from these organisations.

Disappointed that Metro Bank still doesn't let you view your PIN in the app, unlike most UK banks-even Monzo! It also has limited integration with online purchasing verification options, which can causes problems when paying for services in non traditional ways. The app often has bugs, and the new card activation process is clunky. Compared to when they first launched, in-store services have gone downhill-opening hours are now limited, and there are often long queues. Overall, the service no longer feels convenient or competitive.