Metro Bank

Today @12:00 i went to open a account lady welcomed and requested to take a chair, waiting more than 30 mins. I wanted to go for a break updated to that lady will be back in 10 mins. By the time I returned from break there is a another lady saying that you need to back of queue. It is not rush hour few clients. I am really interested to open the account but definitely not with this branch who does not know the value of customers time

We tried to open a business bank account today, only to be told that none of the documentation we provided was suitable - this despite being told on the phone yesterday that nothing was required as I am an existing personal customer. They also told us that the account would be opened the same day - but in the bank, the story was different: "...it definitely won't be today, probably 5 days - or it might be longer..."

When we were actually able to produce 2 suppliers' invoices in the bank, these weren't acceptable - again, despite the bank listing suppliers' invoices as an appropriate form of business ID. They won't even accept a Certificate of VAT registration issued by HMRC as proof of address. The meeting ended with their member of staff just dismissively tossing the information sheet at us and then walking off. I actually had to ask if that was her way of ending the meeting. Her attitude was flippant, unhelpful and totally unsuited to a client-facing role (she also took my phone off me at one point to enter the bank's email address, without asking my permission). I have never been treated like this by a bank - this is the end of our personal banking relationship and Barclays can continue to have our business banking. We took a risk joining a new bank and very much regret it. Despite their faults, the established names know what they're doing and we feel much better off with Barclays. Our advice: don't touch this 'bank'.

If you're in the Woking area and want a business account manager who actually cares, visit Barclays in Woking. It's now been 4 working days since this review was posted and no contact nor any reply from metro bank. Says it all.

Painful experience from beginning to end. The service representative Nicole/Nicola just seemed uninterested in opening the account and at times seemed to be even mocking us. Had no understanding of the business or how businesses generally worked. Took fifteen minutes to take a copy of the passport. Lied about the account being open later that day. Had to chase contact centre the following day to find out state of play but was told Nicole/Nicola would be in touch. Visited branch but Nicole/Nicola was at lunch at 16.00pm. Finally received two calls one from the manager saying he had no news and Nicola/Nicole was on the phone, eventually after asking why phone he told us account would not be open. Then receive another call from Chris (business account manager) who Nicole/Nicola advised us in the first 5 minutes is leaving in two weeks, took pleasure in telling us it was him that declined the account. Never mind, next day opened account with a leading high street proper bank.

I visited Metro bank in Staines about a month ago now and received amazing customer service from a friendly staff member named Faisal. He was polite, helpful, he went to extreme lengths to assist all of my enquiries and concerns. We even had a little laugh and joke which made my experience easier and more pleasant. Thank you Faisal and thank you Metro. One happy customer.

Great bank, prior to Covid-19 their opening hours are better than any of the other banks I'm with, and cater for those who work 9-5 etc. Visited today and staff here are very welcoming and friendly - and hours are still very accommodating and accessible. Highly recommend this branch and Metro Bank in general

Metro Bank Staines High-street. Needed to open a new bank account. The branch was super busy but the banker Sofia did not rush us at all. Took time to explain and supported us with the app. The manager Sam was brilliant. Did her best to ensure our needs were met and the team went above and beyond expectations. At the end met the cashier Junior who was so smiley. Brilliant customer service. Super impressed with this bank. Thank you again Sofia and Sam for your patience and support. You both so knowledgeable… I am super grateful and would highly recommend this bank thanks to these amazing people.

Been to the bank to ask for help as my mobile banking just blocked and can not set it up.
First time was told to go back in 40-45 minutes when went back there were no people on the tables at all and only walking people arround were with some meals obviously all on brake🤷‍♀️
The only lady working was one on the cashier.
Was waiting on a queue when security man told me to go and will be served then lady said to step back as she is in the middle if transaction.
Even that they saw me l am with a little baby
Metro-bank is not what it was!!!
I will definitely move my money from there….

Terrible experience, extremely disappointed with the service and knowledge of the staff. I attempted to open an account 4 times in the branch and once online. The first time I went in I was met by the branch manager who assured me that a sole trader account was very easy to open and could be done online in a matter of minutes. This turned out not to be the case as a newly trading company operating from home I did not have the ID that a larger company might have. I walked back to the branch (30 min walk) and met another person who said that the wait was now 2 hours long and I wouldn't get seen that day. I was told I should have come earlier. When I said I did come earlier and had since made a 1 hour round trip home on the advice of his colleague he seemed unbothered and told me to come in earlier next time. The following week I go in early (9am) as advised and I'm met by another member of staff who says that they don't have enough staff in before 10am as all the staff are needed to served other customers, (looking around there was a total of 0 customers and 6 staff). Anyway, I come back at 10 to meet with a Personal Banker. He starts to open my account, partway through he says that he will need proof of trading address. I explain that I haven't got any history and the only thing on the list possible would be an accountant's reference and due to no trading history my accountant would not produce one. He says that they have several local accountants who would be willing to do such a letter (hmm?). I said that the original guy/manager I spoke to said that I wouldn't need as I was operating from my home address. I requested to see the opening account policy, which he showed me reluctantly. It stated that when a business address was operated from a home address additional ID wasn't required. He said that because I'd already mentioned that I will be working from home and a shop (not my shop) I would need to use the shop as my trading address, and provide ID for it. I explained it was not my shop and I wouldn't have any ID for it. After several attempts to try to educate him (businesses set up trading addresses at their accountants/googling and showing that a business can set up their business at their home and operate at other locations...) I was not able to open an account.

So overall a very unsuccessful attempt to establish a banking relationship Metro. Overall I would summarise that they are extremely unorganised, lack customer empathy, lack staff training in fundamental KYC/AML processes. The main reason I was keen to bank with them (longer opening hours) has been totally off set - what is the point in being open without being able to help anyone????