Metro Bank

Very slow service. Every time I go in for something (name change was the most recent experience) it takes 45-60 minutes minimum. Last time I told them my husband was waiting outside with our newborn and that I couldn't be too long. This still didn't seem to motivate anyone to move any faster. I appreciate this may happen when the bank is full of people, but when it is empty it is not really acceptable.

After opening a basic account online, I was advised I needed to take into branch, my passport and proof of address. I attended Epsom branch, with the required documents on a Monday around 2ish. It took 65min, in a completely empty branch with over 5 staff working to do a basic activation on the account.

3 female staff were rude and provoking, to a point I haven't seen before. The 2 male staff members seemed to be polite, but an abusive and patronizing click of female staff members, who didn't seem to have any idea of their job and basic customer care, caused problems, so the male staff skulled away and hid (I don't blame them).

It sounds so OTT however it felt like the staff, were personality trying to wind me up, looking for problems instead of solutions to do a basic account startup.

I hope staff receive correct customer care training, time management, diversity and job specific refresher training as a number of reviews highlight the same points. Also during this time I take my hat off to anyone working, however there's no excuses in the world that could allow for what I experienced at Metro Bank Epsom.

Never feel like a statistic coming here. They always remember us. My husband was so surprised when the lady behind the counter remembered I had an operation on my hand and asked how he was. If customer service was as good as this everywhere we would all be very happy people.

Very poor customer services, time wasters they are ! I went there to open the business account , abs I been told take 3-6 Woking days , went back again they said it will take up to 28days , still haven’t heard from them , back after 6 weeks now I been told take up to 60 days ! And I told them just don’t wanna go ahead now ! They are a joke they have no idea what they are doing trust me ! Very disappointed from first I went there !

Appalling bank. Went to cancel my debit cards, four months later payments were taken off the ‘cancelled cards’. Metro Bank said that if they could find evidence that I had come in and get my cards cancelled they would refund. They got that information back and then refused to refund the payments. In addition, Dan the store manager was appealing. Kept promising that I would get an update, would never make contact. Stated would be two weeks. Two months later did not honour his promise in store. I wouldn’t bother with this bank, seem people focused by welcoming you. When it comes to actual issues are horrific.

Myself and my partner tried on 4 different occasions to open up our joint account in the Epsom branch. The female who I believe is the branch manager was just so unhelpful every-time. Wouldn’t allow us to book a slot to see someone, we was told it’s just first come first serve and every time we went in the branch she said everyone is busy. Although, the 4 times we saw her, she was just sitting at a desk or counter without any customers. Not sure why she didn’t want to open our account herself. The worst service I have ever received from a bank. The only reason we went back was because we got the card the same day. Otherwise we would never go into this bank again. I’m sure not all metro banks are like this. But this branch needs some attention from higher management. Really unhelpful, miserable staff. I felt like an inconvenience, not a customer

So..visited Epsom Branch of Metro last night!
Since when did Branch Managers..
1.Not have the time to actually see a distressed customer that had already spent 5hrs on the phone and online due to fraudulent activity?
2.Do not have access to the branch computers
Instead of seeing an actual customer..when the 3.Branch is empty decides that wiping desks and putting out pens for 40 minutes is more important than helping customers with banking issues?
4. Most unhelpful rude, ignorant Branch Manager Ive met in 40 years.

Really...so this is their JD now?..really Metrobank...get this Branch manager some customer service training

I am very happy with Metro Bank, the fact that they are welcoming, very clean and tidy and also dog friendly. I find they have fantastic customer services. I like the idea of having bank card same day as opening account. I never have any issue with them at all. I would definitely recommend others to open accounts with Metro.