Metro Bank Reviews 

Save yourself the headache: do not switch your account to Metro Bank. They offer great service while onboarding you, but post-opening support is virtually nonexistent. Expect unanswered emails, unhelpful phone loops, and misleading advice from both branch staff and managers. When an urgent issue arose, I was forced to drive an hour to a physical branch, only to be shuffled around and given entirely new, contradictory information. Having banked for over 25 years, I’ve never experienced such poor service and lack of accountability. A business needs a stable banking partner, not constant miscommunication and delays.

left my account locked for 2 days because of a transaction 6 years ago also said they can’t transfer any money to my daughter while my account was locked. and it was benefit money. absolutely disgraceful

When I first opened an account with Metro Bank Cardiff, the customer service was outstanding. The staff were friendly, approachable and always seemed to have a genuine "what can I do to help?" attitude. It was one of the main reasons I chose to bank with them.

Unfortunately, over time the level of service has declined significantly.

A good example is my experience trying to close my safety deposit box. I visited the branch on two separate occasions. On the first visits, the wait to be seen was so long that I had no choice but to leave before I could be helped. When I eventually managed to close the box, the process itself took far longer than I expected. The staff I dealt with appeared uninterested and gave the impression that they simply didn't care about the customer experience.

What was particularly frustrating was seeing several members of staff sitting at their desks working on computers while customers were waiting. During my visit, two additional staff members came out from the back office, sat down at computers, and again no one appeared to be helping those waiting in the branch.

Given this experience, I wasn't surprised to see the customer service survey displayed in the branch showing Metro Bank near the bottom of the rankings, with just 62% for Overall Service Quality and 62% for Relationship/Account Management and Online & Mobile Banking Services.

It's genuinely disappointing to see a bank that made such a positive first impression decline to this extent. That said, there are still some excellent members of staff in the Cardiff branch, and they are the reason I intend to remain a customer for now. I sincerely hope the bank recognises these issues and returns to the high standards that first attracted me.

Staff at wimbledon counters are very friendly and helpful I was in about 2 weeks ago and was served by Rowan greeted me well ask a question and then dealt with my request Rowan is a credit to your team 5star service ***** can’t be clear on date

I am extremely disappointed with Metro Bank's customer service, support, and complaints process.

My experience has been frustrating from start to finish. Communication was poor, responses lacked clarity, and I found it unnecessarily difficult to obtain meaningful assistance. Rather than feeling supported, I felt ignored and left without adequate explanations.

The complaints framework is particularly disappointing. The absence of a straightforward complaints email and the reliance on multiple channels make what should be a simple process more complicated than necessary. For a financial institution that has the power to restrict or close accounts, customers should be able to access a clear, transparent, and responsive complaints service.

Overall, I found the customer service lacking in empathy, professionalism, and accountability. Based on my experience, I cannot recommend Metro Bank to anyone who values responsive customer support and an effective complaints process. I hope the bank reviews its approach and makes significant improvements to how it communicates with and supports its customers. Casey Christopher James

So I went in a while ago to set a new business account up for a property developing company. I visited the bank in Manchester a couple of times which they went through with it with me and my estimated turnover which took some time as I had to have-two accounts for a holding company and a trading company as that was the structure of my business. I was told that they would have my business account set up in less than a week. (Result I thought 🤙) I then went through 3-4 days in which the sales representative called me asking me questions about my new company and estimated turn over to pass on to his manager. On the 4th day he called me to tell me that my application for a new account had been turned down because of my estimated turnover and the appetite of the bank. The sales assistant didn’t sound like he had much experience at sorting out this kind of account but that was my first impressions of Metro bank…..

Come on guys sort it out….. it would of been far better if the manager would of called me instead of the sales representative as I could of answered his questions direct and in one go instead of leading me down the garden path….

Excellent service in branch at Hemel Hempstead.

APPALLING! Tried to open a Trust Account. All well at the Oxford branch until it was turned over to the central Metro 'Trusts Team'. Then disastor: Lost documents, illiterate staff unable to read legal papers, blockaded communications, inconsistent instructions and endless misssed deadlines for replies. Impossibly awful trusts service; we finally cancelled our application after almost three months of this debacle.

Metro bank blocked my ATM card with my permission about a month ago. It has been over a month now, I am yet to get a functional ATM from the bank.
The first bank card, Metro sent to me was not working. I complained to the bank staff who promised to send another one. To my surprise, the bank sent another card with the same card details of the first one that did not work. As expected, the card did not work. I complained again, another card was sent to me few days ago. To my chargrin, I could not use the card to make payment online, risking me missing critical payments and having bad credit score. I called on Saturday, one of the staff members told me that I needed to activate the card before I can use it, but she was unable to support me to activate the card because it was a Saturday (Metro Bank is one of the few banks that do not open branches on Saturdays in the UK. So, if one needs a support in any of the branches on a Saturday, rest be assured it will not be available).
On Monday this week, I called the customer service desk 3 different times, but they could not resolve my challenge. I had to go the bank office yesterday when one of the staff members told me that nothing in my account suggest that I needed to activate my card. She referred me to another of her colleague who told me that the problem with my ATM card is that my card details are not in the bank's system. He had to call the bank's IT department to lay the complain. Until this momemt, the problem has not been resolved.
In summary, I have been on this card issue for over a month. I basically have to beg others to assist me to make transfers, as I cannot do most online transactions without an active card.

Also, earlier yesterday, I tried to make payment to my electricity provider with my Metro Bank mobile app, but it did not complete the process, becauase there is a dash (-) in my reference number. Note that dash is part of my reference number for the payment.
For years now, I cannot make direct transfer to American Express through my Metro Bank.

The person that assisted me with my account his name is jason.
He explained everything to me and made it very simple, very polite and pleasant, there was never a quiet moment.
I can see him being a manager in the near future.

Excellent bank and excellent team made me feel welcome and understood the needs for my business and helped me every step of the way to secure an account that will now allow my business to flourish. Thank you so much @Metrobank Clapham junction team!

Blocked my account on a weekend for no reason and apparently will take 7 working days leaving me in financial difficulties and nobody when you call cares

Disappointed with the online service the app locked me out and I could get no help until Monday morning. Low interest rate compared to other banks, originally joined metro bank because of the opening hours but now thinking of leaving.

Prestigious bank with excellent customers service and great other product.

To simply access my safety box Edgware branch took 35 mins. Don't they know we are busy also and pay for parking. The lady serving us checked us in then went off to deal with another client her flippant response to me asking her to give us access was ...you'll just have to wait. Great service - I don't think so!

Horrible customer service.

Constant errors throughout the whole system.

Worst bank ever block my card every week takes ages for my money to been received when I get sent it and when you call up they do nothing ask to speak to someone higher up and they say no absolute joke called up everyday nothing changes been to the bank nothing changes avoid banking with metro at all costs

Always helpful and customer service focused.

Very quick and professional service.

Really helped with the our business growth from 2023 onwards.

The Pallets Yard Limited

I used the ATM at the branch next to Waitrose in Milton Keynes this morning. Unfortunately the machine retained my card, I could hear it struggling to return my card.

I went inside to report it telling them that the machine needed to be taken out of service and repaired. To say the person was uninterested is an understatement.

I’ve since learned that there are multiple postings on social media regarding this machine keeping cards.

Metro’s attitude should warn you that it’s a bank to avoid.

I rang these ppl asking for date of 1 large deposit in 2018.

The guy said he cant look.

Wots that about.

I explained my disabilities.

Gutter lever service.