Metro Bank - Independent review

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143 customer reviews on Metro Bank on Trustpilot


2 days ago
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".

4 days ago
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.

5 days ago
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


More reviews

6 days ago
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

6 days ago
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.

10/07/2017
by customer

1 stars

Avoid avoid avoid.

Have had a business account with this bank for several years. On the whole their level of service has been relatively poor in comparison with my personal...Read more

Have had a business account with this bank for several years. On the whole their level of service has been relatively poor in comparison with my personal banking experiences with a more established outfit. I recently noticed a payment had gone out that had not been made by me. Upon alerting the bank I was told my account would be locked and would have to go to the bank to reset my online credentials as a security measure. As the bank has limited branches and directs all such queries to it's branches the bank was rammed with people and it took almost an hour to be seen. Once sat with an adviser I was instructed to reset my details which did not seem to work in unlocking my account. They then had to raise a ticket with their IT department to investigate. They assured me they would call me the next day to provide an update on the issue and this did not happen. The issue of the fraudulent payment is still with their fraud team who have also not contacted me at all. As it stands the bank has locked my account, barred access to my funds and not provided me with any assurance or guidance on what they are doing to remedy the situation. The bank operates on the gimmick it is open late and often, but their back office staff do not follow the same hours and their IT systems are clearly the cheapest option available to the organisation within the limits of banking regulations. Front office staff are ill equipped to handle complex issues and the communication between departments is poor. Follow ups are non existent and the notion of customer service beyond very limited and showy presentation is disregarded. This bank will fail if it continues to operate in the way that it does. The reviews here don't lie. If you want an established organisation to look after your money and interests, especially when issues arise beyond your control, I would recommend avoiding them like the plague. Once this mess is sorted out I will be closing the account. Unfortunately, given my own experience and what I have read here, I fear this is just the start of a fairly long and protracted process. Buyer beware!

10/06/2017
by Ian Delta

1 stars

Bully Tactics

Today Metrobank advised me after a review of my account that it will be closed, no explanation or time to arrange alternative banking. I raised with them...Read more

Today Metrobank advised me after a review of my account that it will be closed, no explanation or time to arrange alternative banking. I raised with them the issue how they are producing false balances on accounts after checking my account at 4 am when they reconcile pending balances they take out the money with duplicate pending encroaching on your balance. Leaving customers with less money than they think. Check it out on your app at night. I want to hear from anyone who has had this experience of negligence, in particular, with this perception that they have with an abandonment of a duty of care. I am pursuing legal action

10/05/2017
by Mark

5 stars

My experience has been a good one

My experience has been a good one. Happy with Metro - everything I would want from a bank, online and offline. American style, everything quick and easy....Read more

My experience has been a good one. Happy with Metro - everything I would want from a bank, online and offline. American style, everything quick and easy. This is a GENUINE review!

10/01/2017
by Margaret

1 stars

Appalling experience from start to …

Appalling experience from start to finish, I applied for a 1 year bond online and it failed 4 times. Rang Metrobank help line who said there was nothing...Read more

Appalling experience from start to finish, I applied for a 1 year bond online and it failed 4 times. Rang Metrobank help line who said there was nothing wrong with their website, which obviously there was. Tried the following day as did my husband, spoke to the helpline again who said that the problem was with my cookies and not there website!!. I have worked in IT for 10 years and I have never known such useless staff who knew nothing about their own website. After this I decided to invest my money with a professional company. Appalling bank, website and customer service. After reading all the other reviews I now feel I had a lucky escape.

09/29/2017
by Charles

1 stars

Incompetency rife through the company

Incompetency rife through the company I opened my account around 4 months ago. Tried to make a card payment online, was sent a passcode, entered the...Read more

Incompetency rife through the company I opened my account around 4 months ago. Tried to make a card payment online, was sent a passcode, entered the passcode and the transaction was rejected several times. Called the phone line and was told that the card had been de-activated due to no outgoing transaction for 3 months. I asked them to transfer the money to my other bank account (halifax) and they took the details and asked that another team will have to call me. After several attempts I couldn't get in touch with the payments team. I then decided for the 4th time to call in the evening (8pm) and the gentelmen informed me that particular team is off now. He advised i make the transfer via a laptop and should arrive the other account within 30 mins to 2 hours. I checked my other account the next morning and the money had not arrived and was told it could take 24 hours - i was misled. Eventually they did the transfer over the phone and i spent over an hour trying to do this after wasting several hours the previous day. I had logged the complaint the previous day and then called a few days ago to trace the complaint and was told that complaint has been cancelled. The advisor took just under an hour taking the complaint only for her to call back later saying she found it and wanted to delete this complaint. I instructed her no this complaint is more comprehensive. During this debacle i had to pay storage fee of £95 for not being able to make the payment on time. The customer relations team reviewed my complaint and decided that £40 would be acceptable to which i felt was insulting considering the number of mistakes made and time wasted. I asked her to elevate the complaint or get someone else to review it before i take action via financial ombudsman and leave very negative feedback across several formats (inc online). To top it off in the end the customer relations team inform me that the the pin was not attached to the card (when opening the bank account) which is why it wasn't working. Incompetency rife through the company

09/19/2017
by David Pribeagu

1 stars

The worst bank...is a sheet

The worst bank...is a shitt. ...they keeped my money and blocked my account bcs i want to take out 10 000£ From my account..how is possible?..

09/16/2017
by Ian

1 stars

Crap

Crap. Just lost 40 minutes of my life waiting for someone to see me so I could open a current account. Sat at a desk like an idiot waiting and not once...Read more

Crap. Just lost 40 minutes of my life waiting for someone to see me so I could open a current account. Sat at a desk like an idiot waiting and not once did anyone approach me to apologise for the delay or let me know how much longer it would take for someone to see me. Absolute joke. If this is how they treat potential new customers, then I don't want to be a part of them. Stick with the normal banks.

09/16/2017
by Radu Juverdeanu

1 stars

Horror bank

Horror bank. They are very good if you go in the branch but if there's anything left for them to sort out and ring you back, don't hold your breath...they...Read more

Horror bank. They are very good if you go in the branch but if there's anything left for them to sort out and ring you back, don't hold your breath...they will never ring you back. They seem really nice but they are completely disorganised and you can't do anything online. Better go to a regular bank. Your money are sa

09/15/2017
by Pansy Potter

3 stars

ignore the stars

ignore the stars! I was unable to comment if I didnt add a rating! The reason Im writing this is because I have been making enquiries re Atom app bank...Read more

ignore the stars! I was unable to comment if I didnt add a rating! The reason Im writing this is because I have been making enquiries re Atom app bank mainly because of the high interest on their accounts in comparrison to the high street banks. i have discovered that Atom is a branch off from Metro bank!! after reading all the negative reviews I think I would rather have an excellent bank paying out a lower interest.

09/12/2017
by Steph

1 stars

MetroBank wont give our money back

We recently opened a business account with Metro Bank within 4 months of account being opened we had built up a very healthy balance in the account. The...Read more

We recently opened a business account with Metro Bank within 4 months of account being opened we had built up a very healthy balance in the account. The account was run perfectly with absolutely no unusual transactions, however, I was shocked to find out 3 weeks ago that they had frozen our business account with no notification whatsoever. It took me over 7 days of countless phone calls emails and store visits to finally find out that they had decided to close my account within 7 days with no reason as to why. 3 days after collecting the letter from my Bank and making a complaint to Craig Donaldson at Southampton Row (Metro Banks complaints Head Office), Metro Bank sent me a further email saying they were pleased to inform me that they had changed their mind and retracted their decision to close my account. In the same email they added that I STILL would NOT be able to transact from my account until further notice. This has now been going on almost 3 weeks and they will not allow us access to our funds. We have not been able to pay staff salaries or suppliers and Metro Bank have put our business at serious risk of closure with no explanation given. This is now affecting credit files and also our accounting as we cannot even access our bank statements to print them off. When you phone them they don't seem to care either! We have now instructed a law firm to help us with the Bank and would strongly recommend any business owner to steer well clear of banking with MetroBank. I am hearing more and more from my Solicitor and other business owners about Metro Bank doing this to countless other businesses too. Would be useful to hear if anyone else has had a similar experience and how they got it resolved. Thank you.

09/01/2017
by Jerome

5 stars

There is a lot of bad experiences here

There is a lot of bad experiences here, mine is different. So far, so good. One month ago, I needed a business account, showed up without appointment on a...Read more

There is a lot of bad experiences here, mine is different. So far, so good. One month ago, I needed a business account, showed up without appointment on a Saturday afternoon, had to wait 20 min, true, but had a cup of tea offered and it gave me a chance to know a little bit more about the bank and the customers... Went through the appointment with someone really interested in my business, wanting to learn something beyond the usual KYC questions. Had my account opened next Tuesday. No other high street banks can beat that. Found the user experience on the online banking site better than HSBC and Barclays. Don't know about the others.

09/01/2017
by Suchart Preecha

5 stars

I have used MetroBank for years and …

I have used MetroBank for years and have found them to be really good. Great customer service over the phone and their website is good enough for...Read more

I have used MetroBank for years and have found them to be really good. Great customer service over the phone and their website is good enough for everything that I need. There card is also really cheap to use abroad

08/29/2017
by P. Reinhard

1 stars

Stay clear of Metro Bank

I have had a business account with Metro for nearly two years now. If you Bank in a cheque, they will show it as paid in only the next day, even if you...Read more

I have had a business account with Metro for nearly two years now. If you Bank in a cheque, they will show it as paid in only the next day, even if you bank it in the morning. Not it is getting even worse. On Saturday I have paid in a cheque, Monday is a Public Holiday, so it should show up as paid in on Tuesday, i.e. the first working day of the week, but it actually shows up as paid in on Wednesday, and they do of course start calculating the clearing date from that date. Their Internet Banking is also not up to scratch. A lot of times I get the message 'this page cannot be displayed'. And when it does work, I get numerous 'warning' windows popping up, although originally there was a box to tick that they do not need to show this message again, but however often I had ticked that box, the stupid warning still shows up. Now, they have simply removed the box, so you can no longer tick it, and more and more totally unnecessary 'warning' windows are popping up. I would NOT recommend Metro Bank to anybody!

08/26/2017
by Liverpool1

1 stars

I would advise people to avoid this …

I would advise people to avoid this bank, i went in for a meeting was told they were too busy which was fine, so i asked to book an appointment , then was...Read more

I would advise people to avoid this bank, i went in for a meeting was told they were too busy which was fine, so i asked to book an appointment , then was told categorically that you cannot book appointments I said fine but I have limited times when i can come in, I was told my query would only take 30 mins or so, so was advised a time to come in. Did exactly that, was then told by the "manager" that there was no way they could help me without booking an appointment - which I was of course told was impossible!!! Mistakes happen which I dont have an issue with but every member of staff i dealt with was rude which there is no need for. I took my business elsewhere

08/21/2017
by Emils

1 stars

The worst bank in the world!

The worst bank in the world!! One of the metro bank employees stole 2,5K from my account by ringing me up from the bank and gaining access to my account...Read more

The worst bank in the world!! One of the metro bank employees stole 2,5K from my account by ringing me up from the bank and gaining access to my account and helped him self to my money. Once I reported they didnt do any thing about it. Now i am working with police and will be closing the busibess account soon.

08/21/2017
by Rick James

1 stars

Foook metro

Rude staff on a power trip they need many slaps to the face I'm closing my account do not open an account with this sheeetty bank

08/21/2017
by No

1 stars

I Hate this bank

I Hate this bank It's awful bank .. I'm closing my account soon. Customer service is horrible on the phone or in the store. Just awful bank . I wish i...Read more

I Hate this bank It's awful bank .. I'm closing my account soon. Customer service is horrible on the phone or in the store. Just awful bank . I wish i can give it ZERO no no ZERO ZERO not one ZERO I hate it

08/16/2017
by Michael

1 stars

Useless

Useless, on holidays, bank card won't work, three calls today and I have just been told that card services will call me tomorrow afternoon.

08/13/2017
by Rashmi Chopra

1 stars

I had fraud on my account and not alterted

I had fraud on my account with several transactions to variuos people. The Bank did not alert me to the unusual activity. A sum of nearly £27,000 was...Read more

I had fraud on my account with several transactions to variuos people. The Bank did not alert me to the unusual activity. A sum of nearly £27,000 was taken from my accounts. It took several visits and emails to get part of the money back and still £10,000 is outstanding. Even though I was told that my bank accounts had been unsuspended, I could not access one of my accounts. I am transferring my accounts and this is the worst Bank ever. They have all the frills upon entrance, someone meeting and greeting but beyond that, the staff (apart from one person I dealt with and she looked embarassed by the behaviour of other novices) are idiots, with monosyllabic responses.

08/13/2017
by Paul

1 stars

No privacy, intrusive and inadequate IT systems

I didn’t want a current account or credit card or loan or over draft, just a simple savings account for my piggy bank money and I explained this a...Read more

I didn’t want a current account or credit card or loan or over draft, just a simple savings account for my piggy bank money and I explained this a couple of times during my ‘interrogation’. Metro Bank wanted to know how much money I take home each month, if I have an overdraft, what the credit limit on my credit card is and how much I have used, how much my rent/mortgage is each month and who I currently bank with. They also asked for my email and phone number and all this personal private information was scribbled on a scrap of paper. Then she started to use a computer and my address wasn’t recognised. Where I live was built in 1920 and converted into flats in 1978. So a flat address that has existed for 39 years was not recognised by their system. I had my driver’s photo license with me and a council issued Alcohol photo license, both of which show my address, but this wasn’t proof enough and they wanted another two forms of address ID! At this point, I said I wasn’t going to take the application any further. She didn’t seem at all bothered so I assume my response is a common one. The branch is like a gold fish bowl with zero privacy as the desks are just next to each with nothing separating them. The scrap of paper with all my personal details probably went in a desk bin too. Metro have no idea about privacy, personal data security and no concept of identity theft either. All I wanted to do was pay my piggy bank money into a savings account.

08/10/2017
by Mustapha

1 stars

Today metrobank has closed my account …

Today MetroBank has closed my account down for no reason. Would not recommend this bank to anyone.

08/09/2017
by Abbi Charlotte

5 stars

Extremely welcoming and friendly

Extremely welcoming and friendly. Helped me cash in a large amount of coins from my fundraising, regardless of the fact that I do not hold an account with...Read more

Extremely welcoming and friendly. Helped me cash in a large amount of coins from my fundraising, regardless of the fact that I do not hold an account with themselves. Advised and stayed with me during the whole process introduced themselves individually and made an effort to remember my name. Held the door open for me as I left the building and ensured I had done everything I came there for.

08/04/2017
by Krish B

1 stars

Absolutely disgraceful company

Absolutely disgraceful company. Employs uneducated young adults. They barely know what they are doing and have to use their internal system to ask for...Read more

Absolutely disgraceful company. Employs uneducated young adults. They barely know what they are doing and have to use their internal system to ask for advice when you call them. Dispute team is a disgrace - Failed to protect me against me goods which arrived not as described. I provided all evidence but due to Metro banks negligence, the 45 day timeout was exceeded and thus I lost £1200!!! I was promised a callback from their 'complaints department' within 3 days. Its been 4 days and still no calls. Worst bank I have ever used. Absolute disgrace. Will be shutting down both the current and credit card accounts. Will be reporting this to Mastercard and trading standards!

08/04/2017
by Vejledning

1 stars

Idiot bank

Idiot bank, simply. Told me that i had all documents to open account, but then when i came to the bank it was not enough anyway. I just Arrived to London...Read more

Idiot bank, simply. Told me that i had all documents to open account, but then when i came to the bank it was not enough anyway. I just Arrived to London from Denmark, have a job, NI number etc., but no, it was not enough. My self is a bankadvisor, working as that in Denmark. This kind of custumer service/legislation would not happen in Denmark even before the World war.


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