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Text Content

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 * Personal
 * Business
 * About
 * Service status
 * Managing the cost of living

Metro Bank
Find a Store
Help
Log in
 * Personal banking
 * Business and commercial banking
 * Register for online banking

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Hello, how can we help?
Search Site Please ask your question here



TOP FREQUENTLY ASKED QUESTIONS

I need some additional support with my Banking - what can I do?

We offer a range of additional support options to suit your banking needs and
circumstances. To discuss how we can best support you, please call us on 0345 08
08 500, or visit your nearest store.

Where can I find my 12-digit ID?

You would have received your 12-digit customer number in your welcome letter or
email.

If you've forgotten your number, you can:

- Check the mobile app: Log in to the Metro Bank app and go to the More menu to
access Settings, and select My Details. Your ID should be located under your
name.

- Receive it by SMS by providing a few details on the login page.

Visit a Metro Bank store.

- Personal customers can call 0345 0808 500

- Business customers can call 0345 08 08 508. Our specialist business team is
available between 8am and 6.30pm, Monday to Friday. Outside of these hours, you
can contact us on 0345 08 08 500.

How do I activate my card?

You can activate your card on the banking app, by visiting your nearest store or
by calling us on 0345 08 08 500.

How do I activate the contactless feature on my card?

You will need to make a Chip and Pin payment before contactless can be used.
Once this has been completed, the contactless feature will be activated.

How do I log into Online Banking?

Are you having issues logging in? For in-depth information see our detailed FAQ
page.

Strong Customer Authentication? From 14 March 2020, a new EU regulation (Payment
Services Directive) meant that all banks needed to provide an extra layer of
security for their customers – it's called 'Strong Customer Authentication'. For
more in-depth information see our detailed FAQ page.

Where you log in to Online Banking depends on the type of account you have:

 * Log in to a Personal Bank Account
 * Log in to a Business Bank Account
 * Log in to a Commercial or Business Online Plus Bank Account

You can also register for Online Banking here, and update your internet and
mobile banking security details here.

I’m having issues with Online Banking – what can I do?

Sometimes technical difficulties can happen, and can be resolved through
troubleshooting. Follow the steps and guides on this page
(metrobankonline.co.uk/troubleshooting) for help with Online Banking.

How do I pay money into my account?

There are a few different ways you can pay money into your Metro Bank account,
the fastest being a payment from one bank to another. You can also deposit a
cheque or pay cash* into your account at your nearest store.

*Please note that you may be asked additional questions about the source of
funds to help keep your money safe.

We’ve introduced limits on the amount of cash customers can pay into their Metro
Bank account each day.

 * Personal accounts – new daily limit £5,000*
 * Business accounts (including community accounts) – new daily limit £10,000*
   
   *If you are depositing foreign currency into a ‘regular’ GBP or a Foreign
   Currency Account, this will be the GBP equivalent of the above limits using
   the exchange rate on the day of the deposit

The new cash deposit limit for Commercial Current Accounts won’t be introduced
until early 2023. If you have this type of account, your Relationship Manager
will be in touch nearer the time to discuss the new limit with you.

Changes to who can pay in cash

To pay cash into a Metro Bank account you must either:

 * be named on the account, or
 * have authority to manage the account – e.g. power of attorney, or
 * be paying less than £250 into a Young Savers account if you are not named on
   the account (the account holder or a named person on the account can pay in
   larger amounts), or
 * an employee paying into a business or commercial account for your employer,
   using a pre-printed paying-in slip issued to the account holder.

Exchanging cash

You can only exchange cash over the counter if you’re a Metro Bank customer.

How do I make a payment?

You can make a payment:

 * on our Mobile App
 * in Online Banking
 * in store
 * by calling our contact centre.

See our online guide to making payments for more information.

Is Confirmation of Payee available at Metro Bank?

Confirmation of Payee is the account name checking service that allows payers to
confirm if the name held on a payee’s account belongs to the person or business
they want to pay. This can help to protect individuals and businesses against
certain types of fraud, and to prevent payments like CHAPS, Faster Payments and
Standing Orders from being sent to the wrong account.

Metro Bank provides the Confirmation of Payee service for incoming and outgoing
payments and it’s available on all Metro Bank customer accounts.

Find out more about Confirmation of Payee

Why am I seeing a warning that the payee details can’t be validated, don’t match
or are a close match?

Metro Bank has introduced Confirmation of Payee – a name checking service that
matches the name of the payee you want to create against the details held on
their account, giving you greater confidence that you’re paying the right person
or company.

Find out more about Confirmation of Payee

How do I report a lost or stolen card?

If you have lost your card or had it stolen you should cancel it immediately.
You can do this through our mobile app, on online banking or in store.

You can also call us on 0345 08 08 500 if you are a personal customer or 0345 08
08 508 if you are a business customer. 

See more in-depth information and step-by-step guides for cancelling your card.

I don't recognise a card payment, what can I do?

This often happens because some companies have trading names that are different
to the name you are used to seeing. Check our table of trading names for more
information and advice on what to do next.

How do I open a Metro Bank personal current account?

We’ve made it really easy to open a personal current account with Metro Bank.
Just come in to one of our stores  or apply online - all you’ll need is proof of
your identity and up to two documents for proof of address. Your current account
will be up and running straight away. If you apply in store, we’ll even print
your bank card there and then. If you open your account online, your card will
arrive within a few days.

Find out more about personal current accounts

I keep receiving one-time passcodes that I haven’t requested – what should I do?

This may have been requested by a third party provider (TPP). To find out why
the TPP is accessing your account and to stop the OTPs being sent, you need to
contact them. You can then withdraw your permission for them to access your
account. You can also get in touch with us to reset your login details for
additional security.

If you don’t think you’ve ever given consent for a TPP to access your account,
or are receiving OTPs other than those you have not requested, it may be fraud.
To protect your security, it is important to reset all of your login details as
soon as you can – just give us a call on 0345 08 08 500 or visit one of our
stores.

I've received a suspicious email - what do I do?

We are aware that sometimes customers receive emails from people pretending to
be us. You may be able to identify a suspicious email by:

 * A spelling mistake in the email address
 * Being asked to confirm your personal/ security details
 * Being asked to login to your internet banking via a provided link to confirm
   a transaction

If you are suspicious of an email, please forward it to
phishing@metrobank.plc.uk. If you need more help, please call us on 0345 08 08
500.

How long does it take for a cheque to clear?

Cheques normally take 4 working days to process. If a bank holiday falls during
the clearance period, the number of days will be extended accordingly. For
example, a cheque paid in on Thursday before 3:30pm, when the following Monday
is a bank holiday, will be available on the following Wednesday rather than
Tuesday.

When paying in cheques drawn on a non-UK bank, please allow 6 - 8 weeks for
clearance.


OUR PRODUCTS


Current Accounts

Savings

Mortgages

Safe Deposit Boxes


WAYS TO BANK


ONLINE

Metro Bank 24/7. Check balances, make payments, change your details and open new
accounts any time - all with Online Banking.

Online Banking


MOBILE

Control your money on the move with our mobile banking app. Check balances, move
money, make payments and more wherever you are.

Metro Bank app


IN STORE

Our stores are open seven days a week. Before you visit us, please check our
opening hours.

Store Locator


BY PHONE

Talk to a real person in our UK contact centre. Click the button below to check
when we're available.

Contact us by phone


MORE USEFUL PHONE NUMBERS

Lost and stolen cards


LOST AND STOLEN CARDS

Call 0345 08 08 500 to report your card lost or stolen.

Opening hours:

 * 24 hours a day, 7 days a week, 365 days a year

Card security, card fraud and card disputes


CARD SECURITY, CARD FRAUD AND CARD DISPUTES

Call 0345 08 08 509 if you are worried about fraud on your debit, credit or cash
card or your card has been blocked. Opening hours: 24 hours a day, 7 days a
week, 365 days a year.

Account security and fraud


ACCOUNT SECURITY AND FRAUD

Call 0345 08 08 500 if you are worried about the security of your Metro Bank
account or if you are suspicious of fraudulent activity on your account.

Opening hours:

 * 24 hours a day, 7 days a week, 365 days a year

Switching your account


SWITCHING YOUR ACCOUNT

Want to switch your personal or business current account to Metro Bank? Call us
on 0345 08 08 500.

We can also help with switches that are in progress.

Opening hours:

 * Monday to Friday: 8am to 4pm

Mortgages


MORTGAGES

Existing customers: For questions about your existing Metro Bank mortgage, call
0345 319 1200.

If you’re concerned about making your payments or you account is in arrears,
call 0345 319 1201.

Opening hours:

 * Monday to Friday: 8.30am to 6pm

New mortgage applications: If you have a question about a new mortgage
application, call 0203 427 1435.

Opening hours:

 * Monday to Friday: 9am to 5.30pm

Existing mortgage applications: If you have a question about a mortgage
application that has already been submitted and has not yet completed, please
call 0203 402 8076.

Opening hours:

 * Monday to Friday – 9am to 5.30pm

Mortgage Brokers: For enquiries on new and existing applications, please call us
on 0203 427 1019.

Opening hours:

 * Monday to Wednesday, 9am to 5:30pm
 * Thursdays, 9:30am to 5:30pm
 * Fridays, 9am to 5:30pm
 * Saturdays & Sundays, closed

Savings


SAVINGS

For help with our savings products, including ISAs, call us on 0345 0808 500.
Amaze Direct would be your first point of contact and they are available 24/7.

Arrears


ARREARS

If you want to discuss arrears on your Metro Bank Current Account, Cash Account,
Personal Loan, Business Start Account, Business Bank Account, Small Business,
Commercial or Community Account, or if you have a question about a collection
letter you have received, call 0345 241 3075. 

Opening hours:

 * Monday to Thursday: 8am to 8pm
 * Friday: 8am to 5.30pm
 * Saturday: 9am to 5.30pm

St James's Place products


ST JAMES'S PLACE PRODUCTS

If you have a question about a Metro Bank/St James's Place product, including
intergenerational mortgages, call 0203 402 8970.

Opening hours:

 * Monday to Friday: 9am to 5.30pm


MAKE A COMPLAINT

We take our outstanding customer service very seriously. If you’re not happy
about something, we need to know. Tell us what went wrong:

Make a complaint



WRITE TO US

Prefer pen and paper? Send us a letter to the following address:

Metro Bank, One Southampton Row, London, WC1B 5HA.


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Your eligible deposits with Metro Bank PLC are protected up to a total of
£85,000 by the Financial Services Compensation Scheme, the UK's deposit
guarantee scheme. Any deposits you hold above the limit are unlikely to be
covered. For further information visit www.fscs.org.uk.

Metro Bank PLC. Registered in England and Wales. Company number: 6419578.
Registered office: One Southampton Row, London, WC1B 5HA. We are authorised by
the Prudential Regulation Authority and regulated by the Financial Conduct
Authority and Prudential Regulation Authority. Metro Bank PLC is an independent
UK Bank - it is not affiliated with any other bank or organisation (including
the METRO newspaper or its publishers) anywhere in the world. "Metrobank" is the
registered trademark of Metro Bank PLC.

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