Metro Bank - Independent review

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165 customer reviews on Metro Bank on Trustpilot


3 days ago
by Alec

1 stars

The worst online banking (or any other …

The worst online banking (or any other service anywhere) website ever. It's impossible to use, constantly crashing and resetting. Meant to be a new tech...Read more

The worst online banking (or any other service anywhere) website ever. It's impossible to use, constantly crashing and resetting. Meant to be a new tech bank, Metro is the opposite, shocking! Open late though, so you can pop in after work, so thanks for that!

11/30/2017
by Daryl Lawson

1 stars

Probably the worst customer service …

Probably the worst customer service ever! Absolutely useless!

11/29/2017
by Alex Spooner

5 stars

Simple savings account

I opened a savings account about a year ago, I wanted an account that didn't have a card, so I would need to go in to take money out, So far I have used...Read more

I opened a savings account about a year ago, I wanted an account that didn't have a card, so I would need to go in to take money out, So far I have used the internet banking to check my balance, I have transferred money into the account, but the best thing is the magic Mike coin counting machine, I use this a lot, I only use two local branches and they were over the top with their customer service, however as the staff have got used to seeing me I just get a good morning now all that I need. I summing up, they are a great Bank for simple account, as I don't have a current account I can't comment


More reviews

11/23/2017
by Dr. Bijan Khandani

1 stars

This is a Rogue and Corrupt bank

This is a Rogue and Corrupt bank. I am myself a retired banker with 30 years experience as Head of Risk and Compliance. My son recently opened an Euro...Read more

This is a Rogue and Corrupt bank. I am myself a retired banker with 30 years experience as Head of Risk and Compliance. My son recently opened an Euro account and I was foolish to think this bank can handle currency accounts. Don't be fooled by their marketing! To cut the story short, they asked him to go to the ATM to bring £10 note which was very odd, then the transfer of 5000 euros we made was blocked, then returned to a sender that they refused to nominate and then we made many complaints. As today, we are bringing criminal charges against the CEO , bringing to Court to try to recover our money. This is a Very Rogue Organization, i would not recommend it even to my enemies.

11/18/2017
by BOB MUNTON

1 stars

Simply awful

Simply awful The transfer of our personal accounts has taken six weeks and still the personal payees are WRONG Bob Munton

11/17/2017
by Benjamin Taub

1 stars

Flashy new alternative bank is big disappointment

Avoid at all costs. The level of service is just appalling. Having late opening hours and being open on weekends is all well and good, but what’s the...Read more

Avoid at all costs. The level of service is just appalling. Having late opening hours and being open on weekends is all well and good, but what’s the point if you have ridiculously long waiting times at any time of the day.

11/16/2017
by Alex

1 stars

AVOID AVOID AVOID at all costs!!!

AVOID AVOID AVOID at all costs!!! Never ever have i thought a bank can treat their customers the way metro did in Wimbledon branch. Flashy offices and...Read more

AVOID AVOID AVOID at all costs!!! Never ever have i thought a bank can treat their customers the way metro did in Wimbledon branch. Flashy offices and long opening hours but absolutely NO COMMON SENSE and NO HUMANITY. NEVER EVER will i advise anyone opening an account here.

11/08/2017
by Nadia Aitbe

1 stars

Worst bank ever!

I am extremely disappointed and frustrated we have been totally left in hardship because of metrobank!! My husband who has been a long standing customer...Read more

I am extremely disappointed and frustrated we have been totally left in hardship because of metrobank!! My husband who has been a long standing customer at the bank is being treated like a criminal without any good reason! He recently became self employed and received a loan from a close friend, in order to help him, the loan was transferred from his friend’s account directly to his metrobank. When my husband tried to withdraw some of the money unfortunately he came across the MOST difficult, unhelpful and rudest manager EVER (Charlie) at Holburn branch. He was told to carry out further transactions through online banking system. He went away and called customer service in order to get the help required. However, it was then that he was told his account was now suspended!!! @metro_bank are holding his money pending proof of where the money came from, yesterday he spent most of the day at Kensington branch where he opened the account providing documents from both his and his friend who had to provide them with his personal information proving the money is legal. Today he is still WAITING although they have all documention they requested, the staff cannot tell him anything and he has explained he cannot take care of daily expenses for our family! Our rent is due as are other expenses, we have been left out of pocket paying for parking and missing most of the days work trying to sort this out. HOW CAN THIS BANK BE ALLOWED TO TREAT INNOCENT PEOPLE THIS WAY!! This is truly OUTRAGEOUS AND COMPLETELY UNFAIR AND UNACCEPTABLE TREATMENT!

11/07/2017
by Rebecca Slater

1 stars

DO NOT USE IF YOU WISH TO REMAIN SANE

I have had numerous farcical dealings with Metro Bank which I don't have time (or energy) to list today but two of my main gripes are this; in today's...Read more

I have had numerous farcical dealings with Metro Bank which I don't have time (or energy) to list today but two of my main gripes are this; in today's busy world when I want to make any transfers from our Euro's or Dollars account I cannot do it online, it has to be done over the phone. I dread phoning them as it takes a minimum of 20 minutes every single time I call. When we 'upgraded' to an account which allowed us to do it online (website is different and looks like a 5yr old built it), it meant we couldn't use the banking app on our phones as it wasn't advanced enough so we then had to go through the pain of transferring back again!! My second gripe are the banking fees which are outrageous - at least Richard Turpin (it wouldn't allow me to write the abbreviated version!) had the courtesy to wear a mask when he was robbing his victims blind. We will be using our Nat West account in future which will be a big upheaval but the pain will be worth it just to regain my sanity.....

11/04/2017
by John Magee

1 stars

Peterborough Branch - Avoid at all costs !

I have recently registered a new company and was looking for a bank to provide a business account. My personal account has been run without incident over...Read more

I have recently registered a new company and was looking for a bank to provide a business account. My personal account has been run without incident over the last 30 years but as it is with a High Street building society they were unable to assist as they are not allowed to provide business banking facilities . Metro Bank have recently opened a branch in Peterborough and I went in to enquire about opening a business account . I was seen by a young girl who assured me that all I needed to do was return at any time ( no appointment necessary) with a list of documents relating to the company formation and the standard proof of identity paperwork . I duly did this the following day and was told that I would need to make an appointment . I made the appointment for two days later and duly turned up on time and with my file of papers. I was then told that the person I needed to see was currently engaged but should be free in the next five minutes. About twenty minutes later I was then seen by someone who announced himself as a Manager , he apologised that his colleague was still engaged but that he would be delighted to assist. Incidentally the person I was booked in to see would be engaged for a further 40 minutes ! Any way I went through the meeting with the Manager which seemed to go well until he announced that he would need to get the application signed off by of his Managers . I duly waited for his return some 10 minutes later when he reappeared with his fellow Manager who started asking me lots of questions of which none were her business to ask. She then said she wanted to do some research into the business idea before authorising any further action. I then had a further telephone conversation with her the following day in which she advised that she couldn't take the application forward as I needed to provide proof of an active website and indemnity insurance before the bank would consider opening an account ! I explained that it would actually be more sensible to open the account , put lots of money into it and then utilise those funds for the website and insurance. However it appears that common sense and Metro Bank are a very long away apart ! I am a Lawyer, I have practised in Peterborough for many years and I have to say that in all that time I have never experienced such woeful and inept customer service. My meeting was conducted next to a window fronting onto a busy pedestrian street , I saw work colleagues and clients passing by and the whole interview would have been audible by people nearby. Quite clearly I should have read the reviews on here before setting foot in the place ! Avoid at all costs !

11/02/2017
by Andrew lewis

5 stars

Walked into Milton Keynes branch and …

Walked into Milton Keynes branch and after 40 mins walked out with my new current account setup, and a debit card with my PIN number. 30 mins after that...Read more

Walked into Milton Keynes branch and after 40 mins walked out with my new current account setup, and a debit card with my PIN number. 30 mins after that logged into online banking at home and installed the mobile app. Speedy, simple and efficient thanks.

11/02/2017
by Sandirabose Kaspathy

1 stars

First Awful Impression.

Went into the Bromley Branch to open an account for our 5 year old successful business. A guy at the door who looked like an employee but behaved like a...Read more

Went into the Bromley Branch to open an account for our 5 year old successful business. A guy at the door who looked like an employee but behaved like a security guard started asking me silly questions. I am over sixty and director of the company. I was so upset about his behaviour that I decided not to proceed. Looking at the reviews here, I think I have done the correct thing!

11/02/2017
by Mr Biggs

1 stars

Where does one start?

Where does one start? Having opened an account some years ago, when majority of British Banks were in a turmoil, and Metro appeared as a breath of fresh...Read more

Where does one start? Having opened an account some years ago, when majority of British Banks were in a turmoil, and Metro appeared as a breath of fresh air for the Customers. (My main account thank god is with a major British Bank). My experience with this Band of Ammature's who claim to be a British Bank, and Banker's, has been one big farce! Having no appointment system in place is really annoying,as over the years I have had to endure long queues, coupled with empty promises, as to when I will be seen.This is for simple Banking queries !! As and when I have had to complain, this has met with incompetent staff, not to say the Managers whom I believe have been recruited from non Financial Institutions, and fail to understand basic Banking Concepts, I am sorry to add. A recent complain of mine,relating to customer service, and abrupt behavior of staff, to a customer that I had introduced fell on deaf years, and was a real blow to myself. I just wish Metro Bank would not rank itself so highly, in Britain as it is evident from reading the numerous complaints from existing customers whom for one reason or another have expressed disgust with the new entrant who's customer service, and client service rank below that which is expected. My true feeling is that all that shines is not gold, and not to be fooled into opening up a bank account with this Bank of jokers.

11/01/2017
by Jim Gifford

1 stars

Utterly appalling customer service

A truly shocking experience with this bank! UPDATE: Since posting this review we have now been contacted by email by the CEO and a Regional Director of...Read more

A truly shocking experience with this bank! UPDATE: Since posting this review we have now been contacted by email by the CEO and a Regional Director of Commercial Banking so I can only suggest you watch this space to see how well they retrieve the situation. Having only been a business customer for less than a month with this shambles of an organisation our account was targeted by fraudsters who managed to steal £7,000.00. But if the fraud wasn't bad enough Metro Bank's customer service after the event was terrible. The following litany of poor communications reads like the ABC of how not to treat your customers. 1. Unanswered emails. 2. Telephone calls not returned 3. No response from the CEO 4. Promised actions not carried out 5. Lacklustre and lackadaisical staff response Our next course of action is to call contacts in the Financial Press. Potential Business Customers - you have been warned!

10/30/2017
by Fats Duru

5 stars

Opened account last week.

Opened account last week. No problems so far paid money in and used my card with no issues at all. I find the bank and staff quite good so far at sutton...Read more

Opened account last week. No problems so far paid money in and used my card with no issues at all. I find the bank and staff quite good so far at sutton branch.

10/30/2017
by Gilson Guimaraes

5 stars

delightful experience

Hi, I just want to state that I had a delightful experience opening a Bank Account for our organization called Fraternity Without Borders UK. The service...Read more

Hi, I just want to state that I had a delightful experience opening a Bank Account for our organization called Fraternity Without Borders UK. The service was offered in a very quick and efficient way and to deal with all members of staff was a very different and good experience compared with other banks in London. Mr. Ahmed Noor , one of the Customer Service Representative at Tottenham Court Road brunch was very straightforward and gave us a good experience in order to make the whole process very simples. We are very very happy with the way he dealt with us and will definitely recommend this bank to everyone. Please, pass my special thanks to Mr. Ahmed Noor. Gilson Guimaraes Fraternity Without Borders UK

10/29/2017
by Jhon Smith

1 stars

Rubbish service do not recommend for …

Rubbish service do not recommend for bussines accounts London wood green branch told to come Saturday and will be bussines advisor want be many people so...Read more

Rubbish service do not recommend for bussines accounts London wood green branch told to come Saturday and will be bussines advisor want be many people so in one hour they open for me bussines account .come Saturday who ever were duty manager tells me there's no bussines advisor or he or she called of Sick can not help and been told go other branch 10 mile away and manager told account will take 10 working days to open on website and advertising they say opposite so do not trust this bank avoid .do not recommend this bank for bussines

10/25/2017
by MissE

1 stars

Absolutely awful bank

Absolutely awful bank. I am an extremely angry with their unacceptable SLA with regards to mortgages. We have been waiting with clear deadlines, instead...Read more

Absolutely awful bank. I am an extremely angry with their unacceptable SLA with regards to mortgages. We have been waiting with clear deadlines, instead of asking for a list of requirements from the beginning we have been going back and forth for 16 weeks now. Not acceptable, i am on the verge of loosing my new home, because they are incompetent.

10/24/2017
by Anthony Capon

1 stars

Waited 90 min and they didn`t know why I was there!

Saturday 21 October 2017 at Edgware around 3pm. I went to the reception to tell them my problem and like every time I`ve been told to have a seat. After...Read more

Saturday 21 October 2017 at Edgware around 3pm. I went to the reception to tell them my problem and like every time I`ve been told to have a seat. After 90 min, I could see people arrived before me being served, so I went to the man responsible for the queue and asked him why I was there. He replied he had no idea!! So I said you have no idea why I was sitting there for 90 min?? and he said no. He asked me who I have been told to have a seat and what was the issue I wanted to sort. Even if the ladies didn`t tell him I was there, it is also his fault because he was responsible for the queue and if you see someone waiting for more than 30 min and you don`t know why, at least you will ask me if I need something so it was his fault as well as the ladies. Also he looked like he was having fun of the situation, he was about to laugh! This is the worst bank I ever had to deal with and I just left. Before leaving I asked him, do you know my name? Of course not, you just lost a customer and you don`t even know his name I said. Well done.

10/20/2017
by Geoffrey

1 stars

Like others I would give this bank a …

Like others I would give this bank a fat zero if I could. I had a new fledgling business, I owed Metro Bank zero, they closed the account with no warning...Read more

Like others I would give this bank a fat zero if I could. I had a new fledgling business, I owed Metro Bank zero, they closed the account with no warning or explanation whatsoever. Metro are rank incompetent buffoons. I advise everyone not to even consider opening an account with them and for existing business customers at least to find a proper a business bank before it is too late and your business is ruined by Metro

10/20/2017
by Nicola Johnston

1 stars

If i could give none trust me I would.

If i could give none trust me I would. This bank is despicable, absolutely disgusting service with amateurs running the show. I can not shout loudly...Read more

If i could give none trust me I would. This bank is despicable, absolutely disgusting service with amateurs running the show. I can not shout loudly enough to avoid this bank at all costs. I went to open a business account and it was an absolute disaster, the staff lie, they have no idea what they are talking about although they claim to have been trained and they are more interested in standing around chatting and looking up their own travel costs. The worst experience I have ever had with a bank - i think they should be closed down, so unprofessional. My experience was at the Romford branch so I can only speak on behalf of all the staff there, but glad they did not get any of my business.

10/20/2017
by Brian

1 stars

I needed to bank a cheque today on …

I needed to bank a cheque today on behalf of a friend a Metro Bank Wood Green. Nice building. I looked for a machine to bank the cheque and was told, it...Read more

I needed to bank a cheque today on behalf of a friend a Metro Bank Wood Green. Nice building. I looked for a machine to bank the cheque and was told, it had to be done at the counter. Back to 1975. The queue for the counter was reaching the front door. There are 6 positions at the counter and only one or 2 were dealing with clients. There were some 8 employees standing about telling people 'it won't take long', 12 minutes on my watch. When it was my turn, the girl looked at the cheque as if she had never seen one before. She finally (with the help of a colleague) punched the details into her keyboard and commented 'it will take 5 business days to clear'. When I asked, why in this day and age it takes so long, the answer was 'because it takes 5 business days). I then received back from her the note with the account details, a printed receipt and the original cheque. I asked her, if she did not wish to keep the cheque ........ - There is one word to sum up this set up: PRIMITIVE

10/19/2017
by Gbranch23

4 stars

Best of the UK retail banks...

... that our small company has come across in past few years. Been with Metrobank for several months now and very happy with customer service......Read more

... that our small company has come across in past few years. Been with Metrobank for several months now and very happy with customer service... literally light-years ahead of our last bank! Their credit department clearly needs a major overhaul (they required personal guarantees, liens on the company AND segregated, ring-fenced cash to set up CHAPS payments... our last bank required nothing given our annual turnover and regulated status), but with the exception of that silliness, good bank with good people. Highly recommend.

10/19/2017
by Royal Connections

5 stars

Best of The Best

It does appear to be a fact that only the negative leave feedback. Having just opened an account I can only say how impressed I was at the friendly and...Read more

It does appear to be a fact that only the negative leave feedback. Having just opened an account I can only say how impressed I was at the friendly and highly efficient way the process was handled. Shaan and the duty manager were superb and a real credit to Metro and banking in general.

10/15/2017
by Roy Colpaert

1 stars

Avoid this sham of a bank

As a business I would not recommend this bank to anyone. I use the stores (High Street Kensington and Aylesbury) and in both stores the business managers...Read more

As a business I would not recommend this bank to anyone. I use the stores (High Street Kensington and Aylesbury) and in both stores the business managers are completely useless. Submitting a simple application takes over 6 weeks to process and each time you chase anyone for an update they come back with promises and excuses that don't stick. Requests for call backs are never followed up and emails just seem to go into a black hole. Stay clear of this bank and use one of the other high street banks as Metro Bank clearly is bottom of the list when it comes to customer care or capabilities of it "business managers".

10/13/2017
by Steve Woodward

1 stars

Opened account for my wife

Opened account for my wife. Been trying to transfer money however, we need a security number. Been trying to get this for a week but no one answering...Read more

Opened account for my wife. Been trying to transfer money however, we need a security number. Been trying to get this for a week but no one answering phones. Now going to cancel account and look elsewhere.

10/12/2017
by Matthew Wisher Lambert

5 stars

Loads of bad reviews here but mines a …

Loads of bad reviews here but mines a very different story I went in to open an account was told there was and hour and half waiting list 15 minutes...Read more

Loads of bad reviews here but mines a very different story I went in to open an account was told there was and hour and half waiting list 15 minutes later I was being seen was offer ed tea coffee ect opening the account took 10-15 minutes tops I was given my card and was asked to choose a pin so the account was ready when I left i decided to put money into the account there and then it took no more the 1 min to put in and it to show up on the atm very happy with service I think people can't trust metro because it's a new bank but I put my trust in and all went very well

10/11/2017
by Victor Lobo Barbosa

1 stars

Worst experience with a bank in Europe

I just to tell about my experience,I went to this bank to open an account for my wife, I was receveid by a member of staff and after tell her I wish to...Read more

I just to tell about my experience,I went to this bank to open an account for my wife, I was receveid by a member of staff and after tell her I wish to open an account for my wife that just arrived from Portugal 1 month ago,she told me that the policy of the bank don't allow to open account to people u don't speak English. I was very disappoint ,because a known people in this country that don't speak English at all and they have I bank account.i call the bank to make a complaint but they told the same think in Ilford. I have a bank account with Lloyds bank and Halifax and they just told me a need a prove of adress to open a bank account for my wife. Worst experience haver with a bank in Europe. Avoid this bank

10/11/2017
by kaye

1 stars

IT systems incredibly poor

IT systems incredibly poor. I have been in to my local branch to advise them I'll be switching all my personal & business accounts. 1. Fraud message...Read more

IT systems incredibly poor. I have been in to my local branch to advise them I'll be switching all my personal & business accounts. 1. Fraud message that comes up every time which you used to be able to opt out of if you've read it but they have decided that you have to see it every time. It is extremely irritating if you log in every day & so big brother - not allowing a customer to decide whether they need to see it. 2. Trying to make a complaint - you are told various ways, you send them a message on online banking to be told that you cannot do it online, you email them, to be told that you can do it online, you go in store to be told that you can - none of them really know. 3. Under their Search facility, type in Complaint or How can I make a complaint - nothing comes up so obviously not developed properly. 4. When you logout of online banking you get asked to do a survey every time. No matter that a survey should have an end date where you analyse the data given by customers, decide what to implement & then do another one after some period of time, their survey is never ending. Even if you complete the survey it still comes up so you could in reality complete the survey every single day of the year - & obviously nobody reads it anyway. 5. Had problem whilst in France, stuck in service station. Ringing their International Number just rang out & I had to call a friend to call them. When I got back they insisted that nothing is wrong with that telephone number, no apology. If the rest of the bank is run like their IT Dept then it's not wonder so many people complain about them.

10/08/2017
by Paul Clarence

1 stars

Avoid this bank

Concur with a lot of the reviews on here and I've only been with the bank a few months. Already they've had to send me a new debit card since they told me...Read more

Concur with a lot of the reviews on here and I've only been with the bank a few months. Already they've had to send me a new debit card since they told me it had been compromised - I hadn't actually used it so unsure how that had happened. Now there has been fraudulent withdrawal on my account over the last couple of days. When I rang to tell them the custom services, their representative didn't show that much concern and perversely asked if I had a good day! Dreading the process for sorting this out based on the other comments. Their systems must be full of holes compared to other established banks. Also find it frustrating that any correspondence they send out takes up to seven days, I don't live near a beanch so unable to just pop in. Will definitely look at closing the account when this is sorted.


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