Metro Bank

I've been very impressed with Metrobank after recently switching my bank to them. Both their current account and business account services are much improved form my previous HSBC and the staff are always friendly too. Plus weekend opening; a very appreciated and liked bank!

I just relocated to London and I needed to open a new bank account quickly so I could sign a contract to have internet access for my flat in London.

Unfortunately I had a very bad experience with the people working in this branch.

I needed to urgently open a new current account (have it the same day) and initially I was assisted from someone called Robert, who asked me to provide proof of address and an employment verification letter. I did, he carefully checked all information provided and he asked me to actually provide a new employment letter where my address was specified. That's fair. I urgently contacted my colleague who sent me the updated employment letter in 10 minutes from the moment that Robert asked for it.

When I got back with the updated employment letter, Robert passed me to his colleague, Liz so she could start the procedure to open the new current account for me. After one full hour waiting for Liz to type all the information in her PC, I was told that the bank didn't recognize my address as valid!!! (Maybe they could have told me this an hour ago before starting the procedure?)

I was told to go to my letting agent and get the updated address re-written correctly, for my tenancy agreement and also edit, AGAIN, with the re-written address my employment letter. They told me that the letting agent will know what to provide.

I immediately went to my letting agent which was baffled by the request and confirmed that the address was correct, in fact they even printed out for me a copy of the official HM Land Registry.

With my printed copy of the registry I got back to Metro Bank, where a surprised Robert asked "WHO GAVE YOU THIS???"

I wanted to resume and finally complete the procedure but Liz was on her lunch break. Because this was urgent for me and I had clearly explained to almost everyone working there that it was urgent, I politely asked for someone else to replace Liz (Maybe Robert?) and finalize the procedure since I had provided whatever they asked for.

All they did was to double check the official HM Land Registry letter.

At this point I got frustrated and simply asked them that if they did not want me as a client they could have just said so and I would have gone with another bank. A girl went to talk with Liz again and she finally came back saying that I could go with another bank because they can't process my request right away.

Metro Bank was my first choice and probably I was unlucky to meet the most incapable and incompetent bunch of employees in this branch, but my experience was really bad.

It took me 30 minutes after I got out from there to open a bank account with a debit card included. I also opened a second account and the other debit card is being delivered to me in 2 business days.

They made me lose half of my day but they lost a good client.

At least they could have had the decency to respect me and tell me themselves the reason for their refusal. Instead they both went into the office on the back and sent a girl there to just send me away with their excuse, which by the way was just mumbled. I never got a clear explanation as to what the reason for my refusal was.

My choice was between Metro Bank and First Direct because from the online reviews they had the best mobile banking.

Unfortunately First Direct is not accepting new accounts at the moment but as soon as they do I will probably go with them and make them my main account.

They are very helpful , branch manager Alex and my business manager Carl were very very helpful , as well as Elizabeth who is customer assistance very polite very welcoming. If you want a bank which gives you more than other banks , it is metro bank. They did not pay me to put this comment 😂, this is my own experience
Adem

Ravi at the front desk has provided us very good and professional customer experience. Keep up the great work!

Super friendly, knowledgeable professionals helped us open an account and we walked out with working debit cards on the spot!

Very bad experience, nobody know how stuff work, seems all interns work here, wasted 2 weeks to open an account.

Called Metro Bank to ask if I could make an appointment for adding a signatory to my account. They informed me that they dont make appointments and I could walk in any time. Once we got there they basically told us that we needed to wait atleast 45 mins as they had only one person attending to customers and the others were going on a lunch break or had to sit at the front desk. They simply didn't care about our engagements or time and were extremely rude. We left and I called to complain as I consider it unfair of them to keep their branch open and make customers wait while they go on lunch. If this is a bank policy then they should close the branch for lunch or inform their customers not to come at lunch time. Person who noted my complain also argued with me in their defence and didn't connect me to the manager as she was apparently in a meeting. He assured me she would call me back in an hour or two but it has been 3 weeks and I never received a call or e-mail.
Very dissapointed with the customer service. Thought they were a better organisation.

Banked with business account. Metrobank could be much better:
- the wait
- too many people and only the one person who can actually help
- charges for everything

On personal side though, the 2Y fixed ISA rates had been good from 2019 to 2021