Metro BankReviews of metrobankpc.com

Mohammed & Michael in the Harrow Branch are above and beyond what we expect from bank staff. Their knowledge and professionalism stood out in their behaviour. They accommodated us at short notice to gain access to accounts

Staff sitting at computers queues going out the door. Customers are shunted from one queue to the next without any sign of their queries being resolved. No clear vision of where this bank is going not much help to customers. Staff are as confused as the customers. Good management is clearly required here.

I just contacted customer support to dispute a fraud alert that deducted money from my account. But this problem hasn't been fixed? I have to go pick up my son from school in the next two hours. I was depending on that money to get my son to school, so I don't have any money for transport. I'm rather dissatisfied with Metro's subpar customer service today. I reported the £24.99 amount as fraudulent. I told the person online that I had the proof to support this and that I could do it right away, but he told me that I would have to wait for an email to be issued before I could challenge it in the system and that it would take seven to ten working days for it to be resolved after I sent my proof. I described my predicament, including the fact that we don't have food for the evening and that I need to use the money to pick up my five-year-old son from school in the next two hours. Even after I explained myself, Metro was quite contemptuous and showed no duty of care at all, leaving me stranded. The customer advisor said that there was no management available to talk to me or that the only assistance they could provide was a food bank referral. It is unexpected to have such inadequate customer service from Metro. I am unable to wait for an extended period, as I currently have no other means to obtain funds for food and transportation. I told them my other accounts are frozen because I'm getting help from other banks due to a personal issue, and Metro won't transfer me to a team I can trust to explain. I felt ignored and unheard, and at the end of the call, I received neither support nor a resolution.

Got a parking ticket through the incompetence of staff at Luton Branch, for 2 years they said they had sorted it out, then to find I got a CcJ, went back down there and finally a wonderful Manager Ash sorted it out after 2 years and paid it, I find all cashier's except 1 rude and don't know what they are doing so if he isn't there I always look for Ash he deserves a medal, Ash should be the overall Manager as he knows how to speak to customers and is very helpful, so well done Ash

Incompetent, lazy staff and when you make an appointment with management they don't bother to turn up to the meeting. Metrobank couldn't even follow instructions to close the account when we moved the business elsewhere. No longer a challenger bank, just a challenge to bank with. To add an update, Metro Bank have failed to close the account as instructed in person and in writing. They are now saying the account is overdrawn (it didn't have an overdraft facility) because of bank charges. These charges are made because the account is below the minimum balance -there is no money there as they are supposed to have closed the account...

Assema was patient understanding gave clarity and was professional. I love banking with Metro Bank my experiences always been positive. There was potential fraud on my account and Assema dealt with my query promptly.

In October 2025 I decided to move my bank account away from Metro Bank as I was not satisfied with the reduced branch (Store) availability and the general morale of the employees. At first Metro Bank was a breath of fresh air but that changed and it now feels as tired as banks always were. I used the current account switching service offered by my new bank/building society. All seemed to go well up to the point where my balance was meant to be moved over. Metro Bank neglected to move my overdrawn balance to my new bank and set my account balance to zero (I could see this on my Metro Bank app). Metro Bank then went to mark my account as outstanding/unpaid and reported me to the credit bureaus. I immediately walked to my nearest Metro Bank store (Maidstone branch) to pay the outstanding balance but the cashier said that is not possible. She raised this with the account switching team. I contacted the customer services by phone and asked to pay the outstanding which was then sorted out over the phone. I also made a complaint. (In the past, I had always maintained a very high credit score) This left a nasty footprint on my credit score and when I asked my new bank for credit, this was refused as my credit score was rubbish. This put me in an awkward position as I was forced to ask family for a loan. I made a complaint with Metro Bank. The complaint was upheld and they apologised for the way they treated my account switch. They offered £50 compensation. I then contacted them and said that I do not need the £50 as I have resolved my problems but I do not feel that £50 nearly compensates for the difficult position that their handling of my account switch put me in. They maintained that £50 was all that was on offer. I declined this offer again. If there was any doubt of changing bank accounts, this had now been put to rest.

Dear Mr Frumkin, (Metrobank CEO) I am a Metrobank customer trying to simply set up a standing order, (which is not explained on your website), but when I call your 0345 080 8500 ‘premium rate’ number for advice, I just get some auto AI system which does not work! (which Ofcom says you should not be doing for established customers). I have spent 40 minutes repeatedly going around in circles, just trying to get your AI bot system to put me through to a real person, and then another 20 minutes to get through to a real person. Having repeatedly failed to get an answer by saying I would like to speak to a real person, your AI bot was not able to understand that request, and I eventually looked up online that I needed to use the precise term ‘please put me through to a Customer Service Representative’ which, after five attempts, I eventually did, and I got through to a real person, who was helpful, but they are powerless to address the issue of how a customer can simply and efficiently get to speak to a real person to get a very simple issue sorted! The whole experience was just so frustrating and disappointing. Clearly you do not use your own banking service, or you would know what a dog's breakfast your AI bot is; Adia is just a joke! And the fact that you allow the bank to put that out there rather than answer the phone to their customers just shows how much contempt Metrobank has for its customers. Why should anyone put money in a bank that does not want to speak to its customers and that seems to treat them with complete disdain! You and your senior team are paid a lot of money, and still you do not seem to care about offering your customers such a poor customer service experience. Many thanks Simon